Govindraj Shetty

As the Head of the Customer Support Department, you serve as the face of your team. Your role goes beyond management—it’s about inspiring and motivating your support supervisors and employees. By fostering teamwork, resolving conflicts, addressing communication issues, and ensuring that the necessary resources are in place, you help your department achieve its goals with

What is a Ticket Backlog: It is the number of tickets that are still not resolved and kept On-Hold in the Helpdesk system. Every Support Department must track this metric because the higher the Backlog more the chance of customers getting upset. Let’s take an example of a Service Desk system to assume that it

What is a Ticket Backlog: It is the number of tickets that are still not resolved and kept On-Hold in the Helpdesk system. Every Support Department must track this metric because the higher the Backlog more the chance of customers getting upset. Let’s take an example of a Service Desk system to assume that it

1) Budget & Time scale:  As a Support Head/Manager always understand the Budget from the Business Team/Management as it will save a lot of time when selecting vendors. If you know the Budget, you can target and select the vendors within your Budget. Also, it is essential to create time scales for the selection, evaluation,

1) Budget & Time scale:  As a Support Head/Manager always understand the Budget from the Business Team/Management as it will save a lot of time when selecting vendors. If you know the Budget, you can target and select the vendors within your Budget. Also, it is essential to create time scales for the selection, evaluation,