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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
Helpdesk Management: I am heading the helpdesk managed services of my company. I would like to read and share information on improving helpdesk operations,generating valuable MIS, and those that can enhance my productivity.I am not looking for softwares but useful information in form of url's etcThe Help Desk Institute may be a...; Tags: Call centers, help desk; Q&A 2005-06-28
Organizing the help desk: Whether you're building a help desk from the ground up or reorganizing and 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: consolidation, customer requirement, ground up, HDI, HDI Service, help desk, outsourcing, Support Handbook; Download resources 2005-06-01
Not all IT managers manage technology: A manager of desktop services wants to leverage his management experience to manage other IT areas. Find out what other IT job titles would be a good fit for this manager, and learn how to side-step title-myopic HR departments.QuestionI’m a former director of desktop services from a larger organization. Simply...; Tags: Call centers, Recruitment & Selection, Strategy, Molly Joss, knowledge management, information technology, help desk, job, hiring, Human Resources; Technical articles 2002-12-19
Talking Shop: Boot camp offers insight for help desk staff: Client support analyst Patricia Boone has been to many classes and seminars, and some of them have turned out to be real duds. So when someone suggested that she attend the Help Desk Institute's HDI Help Desk Analyst Boot Camp presented by Global Help Desk Services, Inc., she agreed but...; Tags: Angel Lopez, David Southgate, HDI, help desk, Patricia Boone; Technical articles 2003-03-25

Additional Resources

gedas USA Case Study: HDI Certified Support Center: gedas' unique brand of full-service solutions and its strong business process expertise have allowed the company to assume a leading position in the automotive and manufacturing industries and in the field of logistics processes. As gedas USA makes strides toward securing new external customer accounts, becoming HDI certified became increasingly...; Tags: Business Process, Help Desk Institute, Logistics, Supply Chain, Operational Planning, Project Management, Tools & Techniques, Strategy, Business Operations, It Operations, It service Management, Management; Case studies
HDI reinstall Lotus notes: Hello all Used to be a active member a while ago now back as a newbie! I need to reinstall a copy of lotus notes 5 but dont have a server to replicate with as this is no longer available. Will need to format the HD and start again. Anyone...; Tags: E-mail servers, Groupware, mark.hill@..., IBM Lotus Notes, IBM Corp.; Discussion threads 2007-08-08
Industry Best Practices: Knowledge-Centered Support: While CRM and help desk applications automate key processes around case management, the problem resolution process still consumes over 80% of ongoing support costs. Cost savings reside in the ability to resolve issues efficiently and reduce escalations. Knowledge-Centered Support KCS is a set of practices that empowers agents and drives...; Tags: Knova Software Inc., Knowledge, Industry, Help Desk, Call Centers, Strategy, It Operations, Management; Webcasts
Hornbill Systems Wins Two Top HDI Industry Awards With Customers Sharp Electronics and Camelot Group Plc: Sharp Electronics, initially implemented Supportworks in its Customer Information Centre. All the information needed to process a support request is held centrally within the Supportworks database. It acts as the single interface to critical business systems and has replaced a number of standalone databases. Website and email enquiries are directed...; Tags: Supportworks, Sharp Corp., Portals, Web Technology, Storage, Databases, Internet, Hardware, Enterprise Software, Software, Data Management; Case studies
Put Away the Notebook: Cutting Edge Knowledge Management in the Twenty-First Century: In just the past decade, knowledge management software has grown in sophistication, utility, and power, and is slowly reshaping how the entire support world captures, reuses and delivers solutions to customers. Knowledge management is fast becoming a professional field in its own right, and the development of Knowledge-Centered Support KCS...; Tags: Notebook, Knowledge, Knowledge Management, Business Intelligence, Strategy, Enterprise Software, Software, Data Management, Management; White papers 2005-11-01
DOWNLOAD: Understanding the revised Fair Labor Standards Act of 1938: On August 23, 2004 Congress passed revisions to the Fair Labor Standards Act of 1938 that changed the law's overtime provisions and substantially modified the definition of an "exempt" employee. The changes to the FLSA and their accompanying regulations, unfortunately, do not bring a great deal of clarity to the...; Tags: Bill Detwiler - TechRepublic, download, Fair Labor Standards Act, FLSA, it management, job description, staffing; Discussion threads 2005-06-21
Need help with career change - cisco, microsoft, other ?: Need help with career change - cisco, microsoft, other ?Am thinking of changing careers and need some advice on which direction to go in.Background:I am currently a Finance & IT Director for a manufacturing engineering company in the UK employing about 35 staff.As well as looking after the finances, I...; Tags: career, cisco, Cisco Systems Inc., markbagus, microsoft, Microsoft Corp., network, qualification; Discussion threads 2006-06-12
How the revised Fair Labor Standards Act (FLSA) impacts overtime for IT workers: On August 23, 2004 Congress passed revisions to the Fair Labor Standards Act of 1938 that changed the law's overtime provisions and substantially modified the definition of an "exempt" employee. The changes to the FLSA and their accompanying regulations, unfortunately, do not bring a great deal of clarity to the...; Tags: Fair Labor Standards Act, Regulations, Government; Download resources 2005-06-21
Wannabe admin presents network security problem: Overzealous, untrained end users can be a real pain in the "router"for help desk technicians and network administrators alike. As if you aren'tbusy enough already troubleshooting hardware problems, installing softwareupdates, and defending your network from virusesand attacks, now you have end users who think they know how to optimizetheir PC...; Tags: Bill Detwiler, Expert, network, network security, security, TechRepublic Inc., TechRepublic Members, The_admin; Technical articles 2004-05-21
WinXP HE...Can't Logon: I need some HELP BAD !!Here is the deal...I have a Compaq Celeron 1.4GHz, WinXP Home Edition, 128MB RAM, 40.0GB HDD, CD-ROM, CD-R/RW.A client gave me the PC to install the CD Burner, so I did. The problem is, my client's daughter put a Password for all the Users...the...; Tags: Administrator password, cyberghost_1@..., disk, Logon, Microsoft Windows XP, password, pW, windows; Q&A 2005-01-14
Study shows support managers' salaries fell in 2002: According to the Help Desk Institute’s 2002 Salary Survey, salaries stayed flat for most IT professionals working on the support desk, except for the top-level managers in the survey group. Salaries for senior support managers and directors dropped 7 percent from 2001, from $82,484 to $76,805. All other salaries decreased...; Tags: salary, survey, Veronica Combs; Technical articles 2003-03-19
Staffing Ratios Anyone?: Does anyone have an industry respected source for desktop support technician staffing ratios. I currently have 2 technicians supporting 550 users over half are engineers giving me a 275:1 ratio. Some years back at a Gartner Group conference I thought the ideal ratio was 125:1. My CFO wants some "facts"...; Tags: Director/IT, Gartner Inc., it management, PC, staffing, staffing ratio; Discussion threads 2005-07-26
What is the best (and cheapest) Help Desk software?: What is the best and cheapest Help Desk software?We are exploring options on either updating our current version of Track It or purchasing a new software. I was wondering what everyone thought of the available products. So far it appears that Track It has the most features, but...; Tags: help desk, it management, Liberum, management, ohiois, software, SourceForge, support; Discussion threads 2005-04-14
Training for help desk analysts: I manage a help desk of 18 analysts in a 24x7 call center supporting Windows XP/Office 2003 in a heavily managed/locked down environment.I'm finding it harder and harder to hire for the help desk position - as the environment becomes more "managed" the job becomes less "techie" and more about...; Tags: help desk, gkennedy@...; Discussion threads 2006-10-11
What are the most important guidelines that should be followed when hiring help desk staff?: When hiring help desk or support call-center staff, you mustfind professionals with the right mix of technical and customer service skills.Not only must they understand a variety of computing systems and software, theymust also be able to communicate that expertise to end users. Above all, thesecustomer-facing employees must be able...; Tags: Beth Blakely, help desk, hiring, job, Michele Triponey, recruiter; Technical articles 2004-06-04

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Securing Home Networks: When you set up your own home network, you don't have the benefit of an IT staff that's dedicated to safeguarding your data and systems--it's up to yo ...; Buy Now

Cisco IOS Command Chart (IOS v.12+): Becoming proficient with Cisco equipment means remembering a whole new set of commands. These command charts give you a quick way to look up the needed IOS commands and switches when you need them.; Buy Now