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Help Desk KPI Key Performance Indicators metrics

July 25, 2012 Wayne 1

Help Desk Key Performance Indicators or Helpdesk KPI are metrics used by Help Desk Managers to understand how well the Help Desk is performing in relation to their strategic goals and objectives. Help Desk KPIs metrics will help capture the internal workings and productivity measurements of the Help Desk and […]

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Knowledge Management: Help Desk Knowledge Management Best Practices

July 16, 2012 Wayne 0

Knowledge Management is the collection of support information that has been optimized for customer support by your IT Help Desk Agents. All support teams use support information for customer focused systems data to provide support, however the most efficient and effective IT Help Desk support is provided by the use […]

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ITIL Incident Management: Managing Technical Chaos

July 12, 2012 Wayne 5

So what is an Incident Management? ITIL Library states an Incident “is any event which is not part of the standard operation of the service and which causes, or may cause, an interruption or a reduction of the quality of the service.” The goal of ITIL Incident Management is to […]

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Single Point of Contact Help Desk structure

July 8, 2012 Wayne 0

A logical IT Help Desk structure is important to ensure your company’s users know what support is available and how to contact IT Help Desk support. The ideal state is what we call a Single Point of Contact (SPOC) IT Help Desk structure. The SPOC IT Help Desk provides help […]

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Help Desk Mission and Vision statements.

July 7, 2012 Wayne 0

Does your company have Help Desk Mission and Vision statements that incorporates the corporate business goals and objectives? Help Desk Mission and Vision statements should clearly and precisely be focused on what your business is all about and related to the technology support your Help Desk team provides. A well-defined Help […]

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IT Help Desk: What is a Help Desk?

July 6, 2012 Wayne 2

What is a Help Desk? Wise Geek states “A help desk is a resource designed to provide end users with information and assistance regarding problems with computers and related devices or software.” What is a Help Desk? Webopedia states “A department within a company that responds to user’s technical questions.” […]