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help desk performance

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Measure help desk performance more effectively: 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 beyond an agent's answered calls, average call time and closed tickets.This sample chapter, taken from McGraw-Hill's Introduction to Help Desk Concepts and Skills, examines...; Tags: performance, help desk performance, agent, ticket, McGraw-Hill Companies, glance, customer satisfaction, help desk, performance management, SLA, monitoring; Download resources 2005-07-06
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

Additional Resources

Help Desk Outsourcing Metrics (zip): This e-book explains you about the challenges in improving performance in a help desk call center. It also explains you about the key metrics that can help you optimize the performance of help desk. Detailed explanation of the metrics and how to track them. This version is the first release...; Tags: Help Desk Outsourcing, Help Desk, Call Centers, It Operations; Software downloads 2008-08-15
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
Air Force Pentagon Communications Agency Boosts Help Desk Performance: The Air Force Pentagon Communications Agency provides critical IT systems to the Office of the Secretary of Defense and the Headquarters- United States Air Force at the Pentagon. AFPCA started out working in a highly decentralized database environment, operating a number of different homegrown systems. In 1996, AFPCA migrated these...; Tags: Agency, Air Force, Pentagon, Help Desk, Call Centers, It Operations; Case studies

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
DANONE Reduces Rollout Time for BMC Service Desk Express by 66 Percent With BMC Alignability for Service Desk Express: Groupe DANONE is a Fortune 500 company and one of the most successful healthy food companies in the world. The company wanted to harmonize diverse IT processes and roll them out across the entire Northern Eastern and Central Europe. DANONE deployed BMC systems for its solution and implemented BMC Service...; Tags: Service Desk, BMC Software Inc., DANONE, Groupe DANONE, It Management, ITIL, It Services, It service Management; Case studies 2008-01-01
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
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
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
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
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
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
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
Help Desk Package: Hi,I am looking for the best Help Desk software package out there would take care of not only my help desk need but also my IT Inventory. I would like to have something better than TrackIT.Thanks!RE: Help Desk PackageWe are implementing a package called Connectwise (www.connectwise.com). It looks...; Tags: melomane, help desk, Help Desk Package; Discussion threads 2007-01-26
Trends 2005: IT Service Desk: In service desk circles, 2005 may well be the year of ITIL. The UK-based IT Infrastructure Library, a set of IT standards, will continue to be the hot topic at IT service desk conferences, and every new release of service desk software stresses ITIL compliance. Embracing best practices is always...; Tags: Service Desk, Information Technology, ITIL, It Services, Process Improvement, Strategy, Quality, Business Operations, Management; White papers 2004-11-01
The Benefits of a Single Point of Contact: In ITIL, the service desk function performs a number of critical tasks. To say it is simply the traditional help desk renamed does not do the service desk justice. In many respects, the service desk's role as the single point of contact is one of the most important facets because...; Tags: Service Desk, Benefit, It Services; White papers 2006-08-10
Arcelik Achieves 98% Customer Satisfaction and Saves ?420,000 With Unicenter ServicePlus Service Desk: Arcelik A.S¸ Arcelik is headquartered in Istanbul, Turkey and manufactures, markets, and provides after sales service of household appliances. The company needed a service desk solution that would meet its Six Sigma quality standards of today along with its demands for tomorrow. To solve this the company implemented Unicenter ServicePlus...; Tags: Service Desk, CA Unicenter, Customer Satisfaction, Arcelik, It Services; Case studies

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Microsoft Excel Intermediate Skills: This Microsoft Excel Intermediate Skills presentation is a preformatted solution for training staff to get more out of Microsoft Excel. The accompanyi ...; Buy Now

Quick Guide: Windows Group Policy: One way for help desk technicians and network administrators to reduce help desk calls and protect their networks is to limit the damage curious users ...; Buy Now