Sponsored White Papers, Webcasts, and Downloads
Additional Resources
- Macros (exe)
- Macros - Help Desk Reply Automation and Macro Software. Macros allows you to store your commonly typed information and recall it instantly using hotkeys. (F1, F2.) it is the ultimate time saving tool for your help desk support staff, ideal for any help desk application. The time saved by your...
- Tags: Macro, Help Desk, Call Centers, It Operations
- Software downloads 2006-10-26
- Client Saves Over $200,000 a Month in Support Costs by Signing on CompuCom's Enterprise Help Desk
- A Fortune 500 Technology company was using CompuCom to provide desk side support services and a different firm to provide help desk support. During the months of this arrangement, the help desk dispatched an average of 4,345 calls per month to be resolved at the user location by CompuCom's field...
- Tags: Client, CompuCom, Help Desk, Call Centers, It Operations
- Case studies
- Help Desk for IIS (exe)
- Help Desk for IIS is a Web-based help desk software solution for delivering customer service and support. It easily installs on your Web server as ISAPI extension for Microsoft Internet Information Services. You don't need any additional software for your customers or technicians except Web browser. Help Desk for IIS...
- Tags: MIS Utilities, Microsoft IIS Server, Help Desk, Call Centers, It Operations
- Software downloads 2006-08-03
- Magic Service Desk Suite - Demonstration
- Magic Service Desk Suite v8 is designed to meet the needs of small and mid-size business, automate service desk processes and lower the cost of support operations. This customizable, browser-based service management solution combines best-in-class help desk software with core Information Technology Infrastructure Library ITIL best practices, the industry standard...
- Tags: Service Desk, BMC Software Inc., Service Management, Industry Standard, Help Desk, It Services, Call Centers, It Operations
- Webcasts
- Magic Service Desk Suite for the Small and Mid-Sized Business
- Magic Service Desk Suite 8.0 is designed to meet the business requirements, automate the service desk processes and lower the cost of support operations. This customizable, browser-based service management solution combines best-in-class help desk software with core Information Technology Infrastructure Library ITIL best practices, the industry standard framework for IT...
- Tags: Service Desk, BMC Software Inc., Service Management, Industry Standard, Small And Medium Business, Magic Service Desk Suite 8.0, Help Desk, It Services, Call Centers, It Operations
- White papers
- Help Desk Software
- I need to chose a new help desk software for my company. The one we are currently using is no longer being supported. Currently, I'm writing a RFI to the vendors.I need help with the Scope of the Project? This is what I have so far.• To provide the best support...
- Tags: feedback, help desk, it management, jett69@..., project management, software
- Discussion threads 2007-01-25
- Combining Identity Management and Help Desk Tools to Increase Efficiency and Reduce Support Costs
- In today's enterprise environments, help-desk personnel deal repeatedly with identity management tasks. In a large percentage of these cases, help-desk personnel assist users with requests to reset passwords, update user profiles and carry out other identity management tasks. This practice causes a continuing drain on skilled help-desk resources, which otherwise...
- Tags: Hewlett-Packard Co., Identity Management, Help Desk, Call Centers, Authentication/Encryption, It Operations, Security
- White papers 2006-04-01
- Changepoint PSA and Help Desk
- Our organization is going to implement Changepoint PSA for IT project management and help desk. I am interested in hearing from anyone who is using this application for their help desk and your experiences with this application as it relates to a typical help desk/desktop support environment. Thanks...
- Tags: Call centers, help desk, Changepoint PSA
- Discussion threads 2005-02-07
- Build It or Buy It? Deciding How to Automate Your Help Desk, a Help Desk Institute White Paper
- This white paper provides insight into automating your small business help desk. It explores the advantages and disadvantages of purchasing help desk software, compared with using internal resources to develop the software in-house. This decision is an important one for small businesses. Read this white paper, compliments...
- Tags: BMC Software Inc., Help Desk Institute, Small Business, Remedy Corp., Help Desk Software, Help Desk, Call Centers, It Operations
- White papers
- Reasons for Automating a Help Desk
- Whether you call it a help desk, technical support, the problem management center, or even the customer support center, there are several reasons to consider automating your help desk, so that your company has a systematic process and record-keeping database to help resolve your customers' problems or issues.
- Tags: Help Desk, Call Centers, It Operations
- White papers
- Support Desk Document Structure
- I need to define what documentation is needed by our help desk to perform their jobs. Never had to do something like this before, any suggestions.Start with your help deskI'm not sure what you are really asking here, but...Ask your own help desk personnel what documentation they do use, and...
- Tags: Call centers, Process improvement, IT Services, help desk, ITIL
- Discussion threads 2005-01-25
- SAP Solution Manager Saves Significant Costs Over Outsourced Support Desk
- Turners & Growers manages a domestic and worldwide produce distribution and marketing operation from their home base in Auckland, New Zealand. The company faced the challenge of cost-effectively replacing outsourced IT support desk software and services. Turners & Growers used the SAP Solution Manager tool to eliminate off-site support desk...
- Tags: Outsource, SAP AG, Turners & Growers, SAP Solution Manager Platform, Outsourcing, Productivity, Marketing Research, It Operations, Business Operations, Outsourcing & Subcontracting, Marketing
- Case studies
- Make Your Service Desk “Dynamic” with Direct Access to Corporate Contact Records in LDAP-based Directories
- Download this white paper from UniPress Software to learn how integrating your organization’s LDAP address book with its service desk operations can reduce overall support costs and boost help desk productivity. This informative document highlights the critical components of LDAP address book integration and introduces six key issues to consider...
- Tags: Service Desk, Microsoft Access, UniPress Software, LDAP, It Services, Directory Services, Enterprise Software, Software
- White papers 2004-09-01
- Organizing the help desk
- Whether you're building a help desk from the ground up or reorganizing an existing shop, the structure you create should be based on your customers' needs, your budget, your business' culture, and the types of services you intend to provide. This sample chapter, taken from HDI's Service and Support Handbook,...
- Tags: HDI, Help Desk, Call Centers, It Operations
- Book chapters 2005-06-01
- Improving Customer Support and Help Desk Efficiencies with On-Demand Remote Support
- Now you can sit at your desk and solve the toughest support problems, remotely. Sure, you can visit all your employees or customers and solve their support issues at their desks. But why not save a lot of time and solve them all from your desk? You...
- Tags: Desk, NTR Global, On-demand, Remote Administration, Help Desk, Mice, Call Centers, Cloud Computing, Desktops, It Operations, Hardware, Peripherals
- Download resources 2008-07-01
- The 12 most dangerous species of help desk callers
- Support techs are well aware that end users come in all shapes and sizes. Thanks to IT pro Jeff Dray, they now can be classified. Download this list of help desk caller species for a lighthearted look at the folks who keep the help desk hopping.
- Tags: TechRepublic Inc., Species, Help Desk, Call Centers, It Operations
- Download resources 2001-09-19
- 10+ things support techs say (and what they really mean)
- Before joining the help desk elite, unseasoned techs must master the hidden meaning of phrases used during a support call. To assist in this effort, Jeff Dray decoded common help desk expressions, such as "It would probably be best to re-install the software" and "We have passed the problem on...
- Tags: Help Desk, Call Centers, It Operations
- Download resources 2007-04-18
- Remote Support has never been so easy! Try WebEx free today!
- With WebEx Remote Support, it's easy to stay in control--working right from your desk to minimize technology-driven downtime while maximizing help desk productivity. You have the power to launch support sessions right from your desk, deliver real-time IT support to employees any time, anywhere, and provide immediate fixes without the...
- Tags: WebEx Communications Inc., Remote Support, Remote Administration, Help Desk, It Operations
- Resource centers 2008-01-01
- Arch Chemicals Provides Outstanding Worldwide Support With BMC Software
- Arch Chemicals is a global specialty chemicals company with leadership positions in key markets, as well as a heritage of innovation, unsurpassed customer service, and superior technical support. Arch Chemicals replaced their custom-built help desk with the ITIL-compatible BMC Remedy Service Desk formerly BMC Remedy Help Desk to improve root...
- Tags: BMC Software Inc., Arch Chemicals, It Management, Help Desk, It service Management, It Operations
- Case studies
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