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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 […]

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 documenting procedures, measuring KPI metrics, and training staff. To truly find out how well your customer are being handled, Help Desk management team must have […]

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How to create an incident management procedure

June 23, 2014 Wayne 0

While each company’s incident management procedure are similar, there are unique factors to be considered to understand how to create an incident management procedure. We have created this incident management procedure best practices step by step guide to help you build a procedure that works for your team and company. We look forward to your comments and questions. Incident Management Title and Change History The incident management procedure title page is pretty straight forward. Include […]

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ITIL Change Management and the Help Desk

February 21, 2014 Wayne 1

It is important as a Help Desk Manager or Agent to understand what Change Management is and how it is related to the Help Desk. In this posting we discuss what is Change Management and some of the important aspects of Change Management and the Help Desk. We then discuss what is a Request For Change, the responsibilities of a Change Manager and the Change Advisory Board, and what is a Forward Schedule of Changes. […]

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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 […]

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What is ITIL? IT Service Management Support for Business Value

November 29, 2012 Wayne 0

What is ITIL? In the 1980’s, Information Technology Infrastructure Library (ITIL) version 1 was developed by the UK Government for better IT Service Management, control and performance. What is ITIL? ITIL v1 was IT process focused. In the year 2000, ITIL v2 was introduce to a growing base of users. ITIL v2 was a consolidated focus of ITIL v1. The main books were the Service Support and Service Design books. In 2005, ITIL v3 was […]

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Help Desk Problem Management

October 1, 2012 Wayne 2

The Help Desk receives excessive calls when problems are left unfixed and have an adverse service impact on the business. The objective of Problem Management is to reduce or eliminate the impact of problems on the company. Problem Management plays an important role in the detection, finding the root cause and providing solutions to problems to avoid their recurrence. At the Help Desk Problem Management is important to eliminate the frequent occurrence of problems. This […]

Help Desk Ticket Categories: CREATE Help Desk ticket classification

August 14, 2012 Wayne 17

With a proven Help Desk ticket classification methodology such as CREATE, companies can Build a Help Desk Ticket category classification scheme that increases ticket trend reporting efficiency, enhance the ticket escalation process, improve reporting, and reduce overall support costs. Every Help Desk needs an ITIL ticket classification scheme to handle the customer’s ITIL ticket type issues when they contact the Help Desk for support. Proper ITIL ticket classification of an issue when a Help Desk […]

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Help Desk KPI Key Performance Indicators metrics

July 25, 2012 Wayne 1

Help Desk Key Performance Indicators or Helpdesk KPI are metrics used by Help Desk Managers to understand how well the Help Desk is performing in relation to their strategic goals and objectives. Help Desk KPIs metrics will help capture the internal workings and productivity measurements of the Help Desk and provide measurable results if the team is on track or not. One Help Desk KPI is Help Desk Agent occupancy, which is how much time […]