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- IT Helpdesk Ticket System
- Im after some advice on Helpdesk Software. Do you have any suggestions on good software you use. It would be great if its either free or fairly cheap as we have a very tight budget. Also if it intergrates with outlook in some way that would also be great.I want...
- Tags: help desk, helpdesk, Helpdesk Software, IM, information technology, kayako, networking, OwenB, support staff, ticket, ticket system
- Discussion threads 2006-03-21
- Which is more valuable: Support or project work?
- Does your organization put a higher value on support or project development work? Columnist Tom Mochal lists the values of each type and asks you to weigh in on the situation in your shop.I use the generic term “development” to describe the type of work where IT pros use programming...
- Tags: Operational planning, Project management, Tom Mochal, Project Work, support staff
- Technical articles 2002-11-19
- Keep the support staff informed during the product life cycle
- Sharing knowledge with the support staff throughout the product life cycle helps them serve customers and saves time, effort, and money after the product launch.For developers, it sometimes feels like the job is over after the launch party, but for support staff, the postlaunch celebration usually marks the beginning of...
- Tags: Product marketing, Marketing research, Strategy, William T. Kelly, investment, product life cycle, support staff
- Technical articles 2002-07-30
- Looking for trouble: Using trouble tickets as development feedback
- While development teams get plenty of feedback from sales and marketing, one frequently untapped source of perspective is the customer service department. Here's some advice on bridging the gap between developers and their peers on the help desk.The technical support staff is a voice of the customer that not enough...
- Tags: Help desk, Marketing research, William T. Kelly, Customer Data, support staff
- Technical articles 2002-07-10
- Support techs want better communication with net admins
- During a recent discussion, some IT pros that have worked on both sides of the net admin/help desk chasm pointed out an ongoing tension between the two groups. Find out how members propose that the sides come together for the benefit of the organization.Network administrators need to improve communications with...
- Tags: Call centers, NETWORKING, Network administration, Mike Walton, administrator, help desk, network, support staff, Hudson
- Technical articles 2002-05-10
Additional Resources
- Supporting the Campus Remotely
- The campus setting presents several unique challenges to providing its students, faculty, and staff with effective IT support, making traditional support solutions futile. Unlike typical support solutions, the Bomgar Box can successfully provide the campus with quality remote support, despite such obstacles as firewalls, NAT, proxies, and differing network topologies....
- Tags: Staff, Campus, Bomgar, Firewalls, Remote Administration, Network Security, Security, Networking
- White papers 2007-09-24
- How many support staff?
- Can anyone direct me to a resource or at least a good rule of thumb on staffing...our company recently expanded and I am writing a proposal to increase our I.T. support staff. I would like to cite something to back-up my claims that we are understaffed.Thanks!support staffonly a guide...
- Tags: Help desk, Call centers, akstephr@...
- Discussion threads 2005-05-05
- Staff System (zip)
- This product is a professional front end database utility to help businesses with their staff. It incorporates a login system, staff training training, staff communication between staff, a staff rota, staff employee details, staff timesheet, staff supervision, staff complaints, accidents and concerns, job descriptions and attendance etc. This system will...
- Tags: Training, Staff, Workforce Management, Human Resources
- Software downloads 2004-11-09
- Unix (all flavours) and Microsoft
- As the Linux/Unix profile in major organisations appears to be growing (or perhaps IT staff are admitting to using it now it's not seen as a stigma) are organisations cross training Microsoft support staff enabling them to support Linux/Unix systems? Or, are they using management software of some type? Or,...
- Tags: Unix, Microsoft Corp., gworsley@..., LINUX/UNIX
- Discussion threads 2007-03-26
- Virtualization Halves Management Effort for Campus Technology Support
- University of Canberra is a single-campus university located in the Australian Capital Territory. It has approximately 10,000 students and approximately 1,200 staff. Information Technology IT staff spent almost all their time maintaining their network, rather than developing new IT services or finding ways to deliver better support for staff and...
- Tags: Virtualization, Information Technology, Staff, University Of Canberra, Microsoft Windows Server 2008, Strategy, Operating Systems, Microsoft Windows, Software, Management
- Case studies 2008-05-01
- Middlesbrough Primary Care Trust Expands IT Service Desk With Hornbill's Supportworks
- Hornbill Systems was selected to supply software for the new IT Services support desk for Middlesbrough Primary Care Trust. Hornbill's Supportworks has been installed and will support 1,800 staff covering all disciplines ranging from district nurses, clinical staff, doctors, specialists such as physiotherapists and general practice staff. Supportworks will enable...
- Tags: Supportworks, Information Technology, Hornbill Systems, Strategy, Help Desk, It Services, Management, It Operations
- 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
- Manufacturer Shifts 70 Percent of IT Budget to Proactive Support, Sees Reliability Soar
- Del Monte Foods wanted to make IT a driver of business success, but its lean IT staff was continually preoccupied with handling emergencies. By adopting a Microsoft Services Premier Support agreement, Del Monte's IT staff has boosted the time that it devotes to proactive support from 20 percent to 70...
- Tags: IT Budget, Information Technology, Microsoft Corp., Strategy, Management
- Case studies 2007-06-01
- 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., Financial, Remedy Corp., Help Desk, It Management, It Services, It Operations, It service Management
- Case studies
- Sharp Cut Customer Support Response Times Dramatically With Hornbill's Supportworks
- Sharp cut customer support response times by 50% and redeployed two staff as a result of installing Supportworks at its Customer Information Centre in Manchester. Supportworks, which has also been implemented in the company's IT department to support the staff IT help desk, has provided integration with other desktop applications...
- Tags: Supportworks, Sharp Corp., Hornbill Systems, Help Desk, Web Technology, Portals, Call Centers, Desktops, Strategy, It Operations, Internet, Hardware, Management
- Case studies
- Linux Squid Proxy
- Hi I have installed redhat linux 9.0 in our office and configured squid transperant proxy + iptables firewall. I have segregated my users into two groups like support staff and general users. There is no restriction for support staff and general
- Tags: linux proxy, linux, IP address, bubloob_13@..., IP, ACL
- Discussion threads 2006-11-24
- 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
- MoD Implements Bespoke MCDST Programme
- The Ministry of Defence is implementing a bespoke Microsoft Certified Desktop Support Technician MCDST certification programme for its IT support staff. The programme, designed by training provider QA, was developed in response to the MoD's decision to outsource its IT function. It aims to provide over 200 MoD staff with...
- Tags: Information Technology, Training, Ministry Of Defence, Workforce Management, Human Resources
- Case studies
- 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
- DOWNLOAD: Seven keys to implementing an ITIL framework
- http://techrepublic.com.com/5138-10878-5824700.htmlAfter you take a look at this download, please post your feedback, ideas for improvements, or further thoughts on this topic.Thanks,--The TechRepublic Downloads TeamITIL EducationI think this will need to start with Educating both IT and non-IT staff about the ITIL framework.There are courses available for the different types and...
- Tags: Process improvement, IT Services, ITIL, IT-and non-IT
- Discussion threads 2005-08-09
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