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Help Desk Maturity Assessment Guide

September 15, 2019 Wayne 0

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 a Help Desk maturity assessment. This will assist the Help Desk manager to understand how they are doing and what needs attention for improvement. In the IT Service Management community, we […]

Help Desk Marketing

Help Desk Marketing – Management Strategies

March 19, 2017 Wayne 0

The services offered by your help desk have value only if they are being consumed. Consider Help Desk marketing so the customers of your help desk need to know what services are available and how to request them. These services include computer system repair, application support, and access request management to controlled resources. Even though help desk services are usually considered an expense, many successful help desk managers will advertise their services with Help Desk […]

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Help Desk Escalation Support Group

July 30, 2013 Wayne 1

You have trained your Help Desks Agents with support skills, your knowledge base is full of solutions, and you First Contact Resolution percentage is seventy percent or better. This still means that thirty percent of all Help Desk contacts (phone, email, and other means) are escalated to another group. What is a Help Desk escalation support group and how does that work? How does a Help Desk Escalation Support Group work? If the Help Desk […]

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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 […]