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Help Desk Problem Management

October 1, 2012 Wayne 2

The Help Desk receives excessive calls when problems are left unfixed and have an adverse service impact on the business. The objective of Problem Management is to reduce or eliminate the impact of problems on the company. Problem Management plays an important role in the detection, finding the root cause and providing solutions to problems to avoid their recurrence. At the Help Desk Problem Management is important to eliminate the frequent occurrence of problems. This […]

Help Desk Ticket Categories: CREATE Help Desk ticket classification

August 14, 2012 Wayne 17

With a proven Help Desk ticket classification methodology such as CREATE, companies can Build a Help Desk Ticket category classification scheme that increases ticket trend reporting efficiency, enhance the ticket escalation process, improve reporting, and reduce overall support costs. Every Help Desk needs ITIL Help Desk ticket categories to handle the customer’s ITIL ticket type issues when they contact the Help Desk for support. Proper ITIL ticket classification of an issue when a Help Desk […]

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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

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 return normal functionality to the customer quickly while minimizing the impact to the business. Incident Management is also focused on fixing the customer’s issue. The […]

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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 […]