I just came across this site when doing a Google Search for “how to gather items for a Help Desk Knowledgebase.” I can’t tell if you guys are still actively updating this site or not. I thought I’d let you know that I’ve only been on the site for a few minutes and I’ve found half a dozen helpful articles. I can’t tell if your site is here just to be helpful or you are trying to sell something? My story: our company has outsourced our Service Desk for the last 2 years but now, for cost-savings, IT management wants to cancel the outsourcing. Now we need to build an internal Service Desk. I think this site will be helpful. Thanks
Thanks for visiting Buildahelpdesk.com I am glad you found some of the articles helpful. I have posted these articles to share my knowledge learned over the years. Let me know if you have any questions. Wayne
Very good blog you have here but I was curious about if you knew of any user discussion forums that cover the same
topics discussed here? I’d really love to be a
part of group where I can get comments from other knowledgeable people that share the
same interest. If you have any suggestions, please let me know.
How would you recommend going about consolidating several help desks into one (assuming the help desks support different users, applications, hardware and had no prior visibility into each others’ ticketing systems)?
The key catalyst for consolidating multiple help desks that are siloed is cost savings. Projecting cost savings will always get your business case approved by leadership. For your business customers, consolidation will also lead to better customer service. So the first thing you should do is lay out the financials and metrics of your multiple ticketing and voice systems. These two systems must be consolidated before you can start leveraging your customer service resources. You will find that consolidation of these systems will be a major cost savings.