Shift Left Help Desk Support

Shift Left Help Desk Support

January 31, 2022 Wayne 4

An enormously powerful strategy for making your Help Desk cost-effective and reducing the burden of repetitive work on your IT engineers is a shift left Help Desk support strategy. Implementing a shift-left Help Desk support strategy has become popular in the IT service management community. A shift-left support strategy is based on moving service and support requests from high-cost support engineers and developers to lower-cost tier 1 Help Desk agents. Even better, the shift-left support […]

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Help Desk Maturity Assessment Guide

September 15, 2019 Wayne 2

Yes, our IT Help Desk maturity assessment is free. For an organization initially setting up their Help Desk, there is a lot of industry-standard process information available to build a strong foundation. If you have an established Help Desk, you can have your current processes and practices assessed against these industry standards using an IT Help Desk maturity assessment. This will assist the Help Desk manager to understand how they are doing and what needs […]

Help Desk Glossary of Terms

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 IT support terms. Most of the common IT terms used by the help desk are also used by general call centers. Whether you are a Help Desk manager, agent, or customer, this glossary of technology terminology will help you. Help Desk Glossary of Terms 24 x 7 This is […]

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

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 are your boss, the customers you support, the staff that reports to you, and vendors you […]

Ticket Classification Benefits

Help Desk Structure The Top 10 Questions with Solutions!

August 28, 2016 Wayne 0

There are many factors to consider when you design your Help Desk structure. These Help Desk organizational structure factors include contact channels, hours of operation, language, customer base location, security, and many other items. These are the core foundation Help Desk structure decisions you make to build your policies and processes on. Help Desk a Single Point of Contact Question 1 – Is your Help Desk a Single Point of Contact where all issues and […]

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 hires 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. Almost thirty Help […]