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Help Desk Glossary of Terms

May 18, 2019 Wayne 0

Understanding IT industry jargon used by customer support professionals can be challenging. Look up help desk terminology and abbreviations in our extensive help desk glossary of terms. Most of the common terms used by the help desk are also used by general call centers. Whether you are a Help Desk manager, agent or customers, this glossary will help you. 24 x 7 This is short for 24 hours a day and 7 days a week. […]

Help Desk Job Descriptions

Help Desk job description

April 29, 2017 Wayne 0

Help Desk Job Descriptions To understand the current expectations of your Help Desk staff, you need to review their Help Desk job descriptions including role and responsibilities. A well-defined Help Desk job description is critical to define the primary functions and duties for the positions at the Help Desk. So what should be reviewed from the Help Desk job descriptions? You first should determine if there is one general Help Desk job description or are […]

Help Desk Stakeholder Groups

September 6, 2016 Wayne 0

Successful managers know, it is important to quickly build relationships and seek input from key help desk stakeholder groups to be successful. These key help desk stakeholder groups are your department’s leaders, the customers you support, the staff that report to you, and vendors you have contracts with. Managers must open and maintain lines of communication with stakeholder groups. Understanding the stakeholder group’s perspective of what is working and what is not, is very important […]

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Help Desk Structure and Effective Policies

August 28, 2016 Wayne 0

There are many factors to consider when you design your help desk structure. These factors include contact channels, hours of operation, language, customer base location, security and many other items. These are the core foundation decisions you make to build your policies and processes on. Help Desk Structure: Policies Managers know that well thought-out job-related policies are important for employees to meet or exceed expectations. Implementing fair and consistent policies related to time away, disciplinary […]

Help Desk Management

Help Desk Organizational Structure for Success

August 13, 2016 Wayne 0

Before you meet your new help desk team, I suggest you understand the help desk organizational structure. Understanding and optimizing the help desk organizational structure is an important critical success factor in achieving team and company goals. The first step is to obtain an organizational chart from your supervisor or the Human Resources department. You should also obtain a staff list, which includes name, job position title, salary, and hire date. With this information you […]

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The 4 groups important for a Help Desk Manager

August 19, 2014 Wayne 1

Help Desk Manager careers are built on a foundation of communications and strong relationships. It is important to quickly build relationships and collaborate with key stakeholders of your support department to be successful. A new Help Desk Manager needs to have clear lines of communication with at least 4 key stakeholder groups their new department interacts with. These 4 key stakeholder groups for a Help Desk Manager are your boss, the customers you support, the […]

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The History of the Help Desk

July 10, 2014 Wayne 0

Over the decades and through the history of the Help Desk, we have seen remarkable changes. In the early Help Desk days, Corporate Information Technology systems started with mainframes and user terminals. Applications were centrally managed and used collectively.  Mainframes had centralized computer operators that would maintain the mainframe and programmers that would submit program updates. Since the programs were centralized on the mainframe, if one user had an issue with an application, everyone that […]

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Building a Help Desk from scratch

July 25, 2013 Wayne 4

Building a Help Desk from scratch or redesigning an existing Help Desk requires thoughtful planning and efficient execution. There are many core and secondary components that make up an award winning Help Desk that at times it will seem like you are juggling tasks. However each of the components we will be discussing will have inter-dependencies with other components and will have to be considered when building a Help Desk from scratch. Help Desk structure […]

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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 a […]