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 seems to go into a black hole. If tickets pile up with escalation groups, no updates are provided to the customer and lingering customer IT […]

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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 […]