Top 10 Help Desk Calls and how to deal with them

August 1, 2016 Wayne 0

What are the top help desk calls received by the help desk from the customers they support? We pulled together the top 10 help desk calls with specific recommendations. While you cannot prepare for every question, there are some industry standard high volume questions. These questions must be prepared for […]

Help Desk Ticket Categories

Total Contact Ownership will place customers first

July 24, 2016 Wayne 0

If a customer contacts a help desk with an issue and the help desk is unable to resolve it first contact, it can be disappointing. We do understand not every issue can be solved on first contact by the help desk but too many times an escalated request for help […]

Help Desk Performance Management: Team Meetings

June 25, 2016 Wayne 0

If you are a new help desk manager, your new staff may have been self-managed, managed by a manager from a different department, or poorly managed by a former manager. Even if you have been the team’s manager for a while, you must assume there are issues with staff roles, […]

No Picture

Help Desk Multi-channel support: Social Media Strategies

December 9, 2015 Wayne 0

Internal and external customers now expect to reach your Help Desk for customer service and support from any device, at any time, and from anywhere. In today’s Millennial-driven economy, the Help Desk’s response to requests must be immediate and delivered in the customer’s preferred medium. In the past, Help Desk […]

No Picture

How to Reduce Incident Mean Time to Restore Service MTTRS

October 31, 2015 Wayne 0

What specific areas are you focusing on to reduce Incident Mean Time to Restore Service (MTTRS) of Major Incidents and increase Mean Time between Failures (MTBF) at your company? Reducing Incident Mean Time to Restore Service (MTTRS) of Major Incidents and increasing Mean Time between Failures (MTBF) is critical. Reducing […]

No Picture

Incident Management Communication Plan – Do you have one?

September 2, 2014 Wayne 6

A proactive Help Desk team will have Incident Management Communication Plan in place to follow when an outage to a service occurs. In advance of an outage, it is important to develop a well thought-out Incident Management Communication Plan detailing how people will be initially notified, what information they need, […]

No Picture

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 […]

No Picture

8 steps to mature a knowledge management system

July 27, 2014 Wayne 0

When a customer contacts your Help Desk with a service question or issue, you expect your Help Desk Agents to provide consistent, repeatable, and accurate solutions. If the needed service support information is scattered throughout your company, how can you expect your Help Desk Agents provide timely support? The 8 steps […]

No Picture

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 […]

Help Desk Ticket Categories

Help Desk audit program for ticket and call quality assurance

July 7, 2014 Wayne 0

How do you really know your Help Desk agents are providing high quality customer service? As a good Help Desk Manager you have established customer contact handling procedures, regularly measure customer satisfaction, and have trained your staff on providing great customer service. Proactive Help Desk performance management is more than […]

1 2 3 4 5