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 […]

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 […]

Ticket Classification Benefits

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 […]

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 […]

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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 […]

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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 […]

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Building a Help Desk from scratch

July 25, 2013 Wayne 2

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 […]

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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 […]