call help desk
RSS call help deskImproving First Call Resolution
White Paper You'll learn the hidden flaws in the current industry trend toward simple self-service--and how a new model combines self-service with the latest in help desk technology, resulting in fewer escalations and more first-call resolutions. [09 Jul 2008]
Learn the Secrets to Improving Help Desk Productivity and User Perception
White Paper How to exceed technology user's expectations while reduce call-handling times by integrating Citrix GoToAssist remote-support technology into your help desk environment The IT Help Desk is the guardian of day-to-day business productivity, and more... [05 Jul 2008]
Mashing it up with Support: Automate, Coordinate and Collaborate with the Incident Escalation Mashup
White Paper View this Serena webinar to see how Business Mashups drive productivity throughout IT, starting with the main internal customer entry point--the IT help desk. Keep your internal customers, support and development teams informed--from first call to... [05 Jul 2008]
Expert Invest AB Manages Resources Expertly with Domino for Linux
White Paper Just before Christmas in 2000, Expert started using the latest version of INVID Help Desk on a Domino for Linux server specially tuned by Cendio Systems, a Linux system integrator and Lotus Business Partner. [03 Jul 2008]
Forrester Research Report: Thirty-One Best Practices for the Service Desk
White Paper According to a study conducted by Forrester Research, only 53 percent of surveyed IT users reported being satisfied with their help desk support. Download the Forrester research report, "Thirty-One Best Practices for the Service Desk," to discover... [03 Jul 2008]
Council Riding High as IT Campaign Leaves Its Mark
White Paper It chose assyst with the knowledge in mind that it was so much more than a help desk tool and it was out-of-the-box. In April 2000 some 10,400 calls were being presented to the IT Service Desk each month. [03 Jul 2008]
Orange Rings the Changes to Keep Its Future Bright
White Paper The Service Management team consists of Help Desk, Desktop, Change, Problem and Service Level Management. Orange's choice of software was Axios Systems' assyst, which replaced an Incident Management Help Desk 'trouble ticket' tool from Touchpaper... [03 Jul 2008]
Help Desk - Call Centre or Dispatch Centre?
White Paper Help Desk or Call Centre supported by technical support? Each approach to the provision of help desk services has its advantages and disadvantages. A detailed analysis is required of the traffic profiles, call types, business impacts, staff skills... [12 Apr 2008]
Using HP Web Jetadmin 10.0 in Help Desk Operations
White Paper Proactive measures, such as regularly querying for status or enabling email alerts, can be enforced so that printer problems can be resolved before the end user call ever comes in to the Help Desk. As a result, it is increasingly being used as a... [11 Apr 2008]
Help Desk Renaissance: A New Understanding of the Importance of Technical Support Services
White Paper The technical help desk has traditionally been a place where minimal effort or expense is placed. To save money, many companies have sent their call centers overseas. These issues include an increase in technological frustration by American... [11 Apr 2008]
Employee Self-Service: Benefits for the Help Desk
White Paper Plus, the credibility of the IT help desk is based on key metrics that are often affected by the lack of adequate resources. Metrics include first call resolution, call handle time, escalation rates and average time in the queue. [10 Apr 2008]
The Insider's Guide to Knowledge Management ROI: Quantifying Knowledge-Enabled Customer Service and Support
White Paper This white paper provides an overview of the issues related to calculating return on investment (ROI) for knowledge management (KM) initiatives in the call center and help desk environments. It includes the necessary information needed to create a... [03 Apr 2008]
Forward-Thinking County Government Enhances IT Security and Manageability
White Paper After an initial deployment, help-desk call volume decreased by 75 percent, for a projected annual savings of more than U.S.in maintenance costs. The Fulton County IT department is responsible for thousands of computers across dozens of government... [29 Feb 2008]
Customizable Service Desk Software Helps IT Solutions Provider Streamline Operations
White Paper Find out why one of the leading providers of managed technology services finds the BMC Software solution perfect for managing the various service level agreements of its diverse client base, and discover how the easy-to-use Web interface and... [12 Dec 2007]
How One Credit Union Restored Users' Trust in its Help Desk System
White Paper When the Addison Avenue Federal Credit Union spun off from its parent company, Hewlett-Packard, in 2002, it needed to build its own IT infrastructure and help desk. Dissatisfied with the clunky method by which it had previously handled service... [12 Dec 2007]
