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- Required reading for help desk managers
- The books on our required reading list for help desk managers offer valuable information for new IT managers and seasoned leaders. Compiled by an IT veteran with 10 years management experience, this list provides a real-world review of 14 titles covering a range of IT management topics, including: ITIL, staffing,...
- Tags: Information Technology, Help Desk Manager, Help Desk, Call Centers, It Operations
- Download resources 2005-06-17
- DOWNLOAD: Required reading for help desk managers
- The books on our required reading list for help desk managers offer valuable information for new IT managers and seasoned leaders. Compiled by an IT veteran with 10 years management experience, this list provides a real-world review of 14 titles covering a range of IT management topics, including: ITIL, staffing,...
- Tags: Call centers, Process improvement, help desk, help desk manager
- Discussion threads 2005-06-17
- How should help desk analysts manage time between callers?
- Help desk managers will agree on one thing: The help desk’s highest priority is answering calls and responding to user requests for help. But if you want to pick a fight, ask a group of help desk managers what their analysts should be doing when the phones aren’t ringing.In this...
- Tags: help desk, help desk manager, Jammer, Jeff Davis, telephone
- Technical articles 2003-05-20
- Prevent unsupported hardware and software installs with policies, lockdowns
- Do end users in your company call the help desk looking for assistance with applications unsupported by the company? Or worse, when your tech support analysts visit user workstations to troubleshoot, do they find problems are the result of the installation of unauthorized hardware?If so, you've got trouble, my friends....
- Tags: help desk, Jeff Davis, help desk manager, hardware, network, software
- Technical articles 2003-04-29
Additional Resources
- 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
- Building a Winning Service Desk
- The Service Desk not only handles incidents, and Service Requests, it also provides a route for customers to interact with all IT processes, including change requests, procurement, service level management, and sometime extend beyond traditional IT Services. This paper gives a roadmap and key considerations for setting up an efficient...
- Tags: Service Desk, It Services
- White papers 2005-08-24
- How to Provide World-Class Help Desk Support in Remote Environments
- The IT help desk is the guardian of day-to-day business productivity, and more importantly, the front door to your IT organization. However, a recent Forrester survey reveals that only 53% of technology users at U.S. companies are satisfied with their help desk support. Low help desk satisfaction levels can negatively...
- Tags: Information Technology, Environment, Citrix Systems Inc., IT Help Desk, Help Desk, Call Centers, It Operations
- Webcasts 2005-11-30
- How Does Your IT Help Desk Measure Up?
- Today's IT help desks must respond to their companies' ever-growing service needs - without increasing their already strained staff and budgets. How efficient do you think your IT help desk really is? If you think your IT help desk could do better, it's time for an IT...
- Tags: Information Technology, Strategy, Management
- White papers 2006-08-14
- Meet help desk challenges with our IT Help Desk Survival Guide, Second Edition
- PMCreating A Help Desk
- Tags: IT Help Desk Survival Guide, Meet help desk, Second Edition, help desk managment, ronbhs@..., it management, help desk, information technology
- Discussion threads 2006-08-12
- CA Leverages Its Own Product - Unicenter ServicePlus Service Desk to Manage Worldwide Help Desk
- With approximately 17,000 employees worldwide, CA is a company that needs a responsive IT help desk. They rely on its own Unicenter ServicePlus Service Desk product to ease the help desk process for everyone involved. Worldwide, 75 CA call center technicians take more than 4,000 calls per week. The result...
- Tags: Service Desk, CA Unicenter, Computer Associates International Inc., Help Desk, Call Centers, It Operations
- Case studies
- 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
- Superior Services Brings Success for Westbury
- Westbury IT Services is one of Hewlett-Packard's channel partners and a premier solutions provider. The company decided that they would specialise and focus only on the implementation of HP OpenView Service Desk. They were trying to add real value to Service Desk in respect of both the products and services...
- Tags: Service Desk, Hewlett-Packard Co., Westbury IT Services, It Services
- Case studies
- Desk Doctor (Low Resolution) (exe)
- Desk Doctor gives you a new way to prevent and rehabilitate RSI at your desk. You avoid the chronic illnesses, such as carpal tunnel syndrome and tendonitis, which are now workplace epidemics. Desk Doctor detects and rehabilitates problems even before you feel them. First the program guides you through on-screen...
- Tags: Desk, Workplace, Recruitment & Selection, Human Resources, Workforce Management
- Software downloads 2007-02-08
- Measure help desk performance more effectively
- This sample chapter, taken from McGraw-Hill's Introduction to Help Desk Concepts and Skills, examines different approaches to measuring help desk performance. Accurately measuring help desk performance is challenging. Statistics that seem impressive at first glance are often misleading when examined more closely. Help desk managers must look...
- Tags: Performance, McGraw-Hill Companies, Help Desk Performance, Help Desk, Call Centers, It Operations
- Book chapters 2005-07-06
- Desk Doctor Low Resolution OSX (dmg)
- Desk Doctor gives you a new way to prevent and rehabilitate RSI at your desk. You avoid the chronic illnesses, such as carpal tunnel syndrome and tendinitis, which are now workplace epidemics. Desk Doctor detects and rehabilitates problems even before you feel them. First the program guides you through on-screen...
- Tags: Desk, Workplace, Recruitment & Selection, Human Resources, Workforce Management
- Software downloads 2007-06-07
- 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
- The Most Easy-to-Use and Comprehensive 100% Web-Based Service Desk
- UniPress developed FootPrints to address the void in the market for an easy-to-use and comprehensive system that puts control in the hands of the customer support or help desk manager - without high costs, programming, dedicated staff, or complex administration. This proven, award-winning 100% web-based service desk solution eliminates expensive...
- Tags: Service Desk, Web, UniPress Software, Programming, Help Desk, It Services, Call Centers, Development Tools, It Operations, Software Development, Software/Web Development
- White papers 2006-03-02
- BMC Performance Manager
- Proactive incident and problem management reduces the number of calls to the service desk while more completely satisfying end users. Service desk associates will become more efficient and will have more time available to assist end users who have especially complex or unusual problems. BMC Software is the only company...
- Tags: Service Desk, BMC Software Inc., Performance, Problem Management, BMC Performance Manager, It Management, It service Management
- White papers 2007-01-03
- AmberCat Help Desk (exe)
- AmberCat Help Desk can help you log, track, and manage your help desk calls. Customers can log requests directly via e-mail or their browser, in addition to rapid Windows-based call logging for your help desk staff. A tree view of customers, sites, contacts, and equipment provides a way to both...
- Tags: Help Desk, Call Centers, E-mail, It Operations, Online Communications
- Software downloads 2006-03-17
- CIO vs IT Manager
- What is the difference between CIO and IT Manager? Are they 2 different job titles for the same position head of information technology group within an organization? Does someone have a clear job description that can tell the difference?Size does matterYou can't be an Admiral without a fleet and if...
- Tags: jbakaev@..., job
- Discussion threads 2007-01-11
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