Brightside Automotive Supplies (BAS) - Staff Training for Help Desk Agents - IT Assessment Answer

IT Assessment Task

Question 1 
write a short article on :

1. Staff Training for Help Desk Agents

Question 2 

The order desk of Brightside Automotive Supplies (BAS) which supplies a range of automotive spare parts to both dealers and direct customers Australia-wide. The desk is
staffed by ten customer support representatives (CSR) and operates 2 shifts of eight-hours each. CSRs have been known to provide wrong or misleading information to customers and at times, these staff has been known to be rude as well. ( There are 2 problems in this one is wrong or misleading information to customers and the second one is staff has been known to be rude as well)
Your task, as appointed by senior management is to describe the problem and improve this order desk (help desk), maintain and improve level of communication expertise and interaction with customers.

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