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 […]

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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 […]

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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 […]