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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 provide measurable results if the team is on track or not. One Help Desk KPI is Help Desk Agent occupancy, which is how much time […]

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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 of a Knowledge Management System and designed with Knowledge Base best practices. For more insight on why an IT Help Desk Knowledge Management System leveraging […]

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ITIL Incident Management: Managing Technical Chaos

July 12, 2012 Wayne 5

What is ITIL Incident Management? ITIL incident management is a process focused on managing the restoration of an IT service degradation or outage caused by a disrupting event that is not part of the standard operation of the IT service. ITIL Incident Management aims to return normal functionality to the customer quickly while minimizing the impact on the business. Incident Management is also focused on fixing the customer’s issue. The Help Desk is charged with […]

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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 and support for any issue verses just logging a call and escalating it. This means that your Help Desk will own the support ticket for […]

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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 incorporate 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 technical support your Help Desk team provides. A well-defined Help Desk vision statement will provide a guide for clear and directional decisions to lead to long-term prosperity. The Help Desk mission statement will bring […]

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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.” Companies and their employees need a reliable group to obtain IT help from. An IT Help Desk is not just having an knowledgeable person available […]