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Additional Resources
- Meet help desk challenges with our IT Help Desk Survival Guide, Second Edition
- Editor's note: If you'd like to learn pointers for optimizing your help desk, you'll like our help desk content package. Included are three free-with-membership articles—"Create structured training for new help desk staffers," "Write your help desk's mission statement to raise team awareness," and "Managers offer suggestions for motivating your help...
- Tags: help desk, Toni Bowers, information technology
- Technical articles 2004-04-16
- Management update: Gartner's 2003 Help Desk Outsourcing Magic Quadrant
- By Richard Matlus and Edward YounkerThe North American help desk outsourcing market is growing despite a down economy. Gartner’s 2003 Help Desk Outsourcing Magic Quadrant serves as a selection aid for enterprises evaluating which vendors provide the help desk services they need.Help desk outsourcing overviewThe help desk outsourcing market is...
- Tags: external service provider, Gartner , Gartner Inc., help desk, Help Desk Outsourcing Magic Quadrant, service provider
- Technical articles 2003-03-26
- High cost of perpetual help desk training might not be justified
- Keeping the help desk staff boned up on latest technologies can cost as much as 12 percent of the fully burdened cost—salary, healthcare, benefits, etc.—of each help desk worker, according to Dr. Jon Anton, an academic researcher with the Lafayette, IN-based Center for Customer-Driven Quality at Purdue University. If you...
- Tags: David Southgate, help desk, help-desk worker, training
- Technical articles 2003-08-11
- Evaluate the vision and strategy of vendors providing desktop and help desk services
- By Richard T. Matlus and William MaurerTo assist prospective buyers of desktop and help desk outsourcing deals, Gartner uses a Magic Quadrant that is designed to evaluate external service providers ESPs based on their completeness of vision and ability to execute. The Completeness of Vision axis on Gartner's desktop and...
- Tags: desktop, external service provider, Gartner , help desk, service provider, strategy, vision
- Technical articles 2003-09-10
- Decision Support: City of Des Moines help desk application grows to serve many needs
- When the City of Des Moines, IA, decided to create a help desk from the foundation up, CIO Michael Armstrong learned quickly the importance of having an IT service management tool."We were simply fighting fires all of the time and we had no structure about how we responded or provided...
- Tags: help desk, David Southgate, Armstrong, decision support, HEAT Service & Support
- Technical articles 2003-10-09
- Try these efficiency strategies when setting up a successful help desk
- By Ruby BayanYour mandate is clear: Set up an effective and successful help desk from the ground up. You double-check your priority tasks list and see that most of the physical preparations are taken care of: acoustic-controlled workstations, ergonomic chairs, hands-free wireless headsets all in place; the help desk application...
- Tags: agent, Guest Contributor, help desk, strategy
- Technical articles 2004-01-06
- Track your help desk's hang-ups
- Staffing your help desk with polite and knowledgeable operators doesn't guarantee success. There's one statistic you'd better be measuring if you want to keep all of your customers happy.Do you provide 24/7 technical support for your customers? Or maybe your help desk supports only in-house users and only from 9...
- Tags: Call centers, Jeff Davis, help desk
- Technical articles 2001-03-06
- Talking Shop: Convince users to utilize the help desk
- Help your users feel comfortable using the help deskHelp desks should constantly strive to improve their methods of client interaction. Users must feel comfortable with the help desk and know they will receive prompt, courteous, and effective support. Here are ten practices your help desk can use to strengthen user...
- Tags: Call centers, Jeff Dray, help desk
- Technical articles 2000-08-31
- 10 ways to convince your staff to use the help desk
- Help desks should constantly strive to improve their methods of client interaction. Users must feel comfortable with the help desk and know they will receive prompt, courteous, and effective support. Here are 10 practices your help desk can use to strengthen user relations and improve client utilization. ...
- Tags: Help Desk, Call Centers, It Operations, Jeff Dray
- Blog posts 2008-02-21
- Help desk
- Excellent article - Add walkarounds and Help Desk visitsJeff:Thanks! You have done an excellent job of concisely stating most of my major beliefs about managing a successful Help Desk. There really is no substitute for personal contact - when possible - to create winning relationships that make the Help Desk...
- Tags: Call centers, help desk, information technology
- Discussion threads 2008-11-04
- Web Help Desk Software - Pro 9.1.21 (Mac)
- The Web Help Desk software is an intuitive web-based technical support software solution that can meet the needs of help desk support groups managing thousands of users at multiple sites. No extra help desk software is required for customers or technicians beyond a web browser. Key Help Desk Software...
- Tags: Web, Apple Macintosh, MacsDesign Studio, Web Help Desk Software, Help Desk, Call Centers, LDAP, Channel Management, It Operations, Directory Services, Enterprise Software, Software, Marketing
- Software downloads 2009-02-20
- Pic: The ultimate help desk policy
- Ohhhhh.I wish!RE: Pic: The ultimate help desk policyThey should make this part of your "Welcome to IT" starting kit, along with a set of computer tools and a "Little Book of Calm."It IS...Now we know the [b]real[/b] cause of global warming :)RE: Pic: The ultimate help desk policyAnd to think...
- Tags: Call centers, fanchant, help desk, ultimate help desk policy, help desk policy, Pic
- Discussion threads 2007-08-31
- What else can the help desk do?
- The help desk does not have to confine its activities to the traditional roles of reporting faults, password resets, change requests, software advice and so on. The great asset of the help desk is that it is manned during all working hours so that if any thing...
- Tags: Help Desk, Call Centers, It Operations, Jeff Dray
- Blog posts 2008-02-17
- Password redundancy for the help desk: craft your own escrow
- Is your administrative access "bus redundant"?That's what an old boss of mine called his password succession plan, bus redundancy; i.e., if he were hit by a bus, we'd be able to recover admin access and go on.Read my original post accounting my efforts to set up a means of recovering...
- Tags: Call centers, password, Password redundancy, redundancy, help desk
- Discussion threads 2008-04-07
- Offshoring the help desk
- What about Security concerns with outsourcing...Companies give countries access to their technology and information. These foreign outsourcing companies can use this technology/information to their benefit. This is a huge vulnerability. Check out Ira Winklers "Spies Among Us" for more information. This book really opened my "Security" eyes.http://www.irawinkler.com/ P.S. No, I...
- Tags: Managed hosting, Retail, security, outsourcing, offshoring, husband, consulting, retail company, help desk
- Discussion threads 2008-12-02
- AmberCat Help Desk Plus 3.40(SP6) (Windows)
- Our help desk software is very feature-rich, bringing benefits to your help desk or customer service operation. It is highly configurable, with over 30 user-definable tables and hundreds of system-wide and user-specific options. The benefit is that you can tailor the software to fit in with your help desk practices,...
- Tags: Microsoft Windows, Help Desk, Call Centers, It Operations
- Software downloads 2006-03-03
- 10 ways to get your help desk ready to support a new rollout
- Rolling out a new app or system can wreak havoc if support is handled as an afterthought. These tips will help you plan and manage help desk involvement in the rollout so that your staff is prepared to meet user support needs. When the support aspects of...
- Tags: Help Desk, Call Centers, It Operations
- Download resources 2006-03-13
- Countrywide Financial Corporation Improves Service Desk Productivity With BMC Remedy Help Desk
- IT staff at Countrywide wanted to find a service desk solution that could be scaled or adapted to meet current business needs and cut down on the time support staff spent entering help tickets. Countrywide selected BMC Remedy Help Desk because of its flexibility, adaptability, and scalability. This resulted in...
- Tags: Service Desk, BMC Software Inc., Remedy Corp., Countrywide Financial Corporation, Help Desk, It Management, It Services, It Operations, It service Management
- Case studies
- TechRepublic Pro's Business Case Template: New Help Desk/Support Staff
- The support and help desk staff serves critical functions within organizations. Whether a firm operates as a nonprofit entity, small business, medium-size enterprise, or global multinational corporation, these staff members help the organization and its end users to fully maximize the organization's technology investment.If your organization believes a new help...
- Tags: Business Case, Organization, Help Desk, Call Centers, It Operations
- Download resources 2006-02-07
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