help desk
RSS help deskHelp desk staff face meltdown as users struggle with IT
News Other factors that have led to the increase include the level of software customisation needed for each user, and lack of training of both help desk staff and end users. A director at Front Range, a... [26 Sep 2000]
Help Desk NOW Case Study: Autocraft Electronics
White Paper They talked with several call centers, but Help Desk NOW emerged as the solution that paired operational and technical excellence with a truly reasonable cost structure. Autocraft Electronics (AE), a... [09 Aug 2006]
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. However, new issues are developing... [11 Apr 2008]
Policy and Procedures: Help Desk Service Level Agreement (SLA)
White Paper Technology support services are provided through the Information Technology Services (ITS) Help Desk unit. To ensure the best possible support, the Help Desk provides... [02 Mar 2009]
In-house vs. outsourced help desk costs
White Paper Will you save more money outsourcing your help desk or keeping it in-house? This Excel spreadsheet provides some solid numbers to help you decide. Many IT managers struggle with this... [16 May 2006]
Remedy updates Help Desk to target CRM market
News Remedy Help Desk 4.0 offers an updated user interface, and the simultaneous release of Remedy Service Level Agreements 4.0 allows users to see when they're about to breach service level agreements (SLA)... [30 Apr 1999]
Profitable Strategies for Optimizing Help Desk Operations
White Paper Discover a quantum leap in help desk thinking--download your free copy now. In this free whitepaper, you'll learn how to completely re-think the way your service desk deploys people,... [18 Mar 2009]
TOTAL UK Implements ITIL-Based Help Desk Using BMC Remedy Service Desk
White Paper Such considerations were a major factor behind the strategy to integrate its disparate help desk systems. Return on investment was also important when planning the project, and TOTAL was able to evaluate... [05 Jan 2007]
A Predictive Approach to Help-Desk Response Generation
White Paper This paper is developing a corpus-based approach for the prediction of help-desk responses from features in customers' emails, where responses are represented at two levels of granularity: document and... [10 Feb 2009]
Surtigas Centralizes Its Help Desk for 320 Employees, Increasing Quality of Service
White Paper They wanted to build an IT infrastructure that supports the busy help desk and provides management with dynamic customer feedback in a variety of forms to capture data according to the department's needs... [07 Dec 2006]
Countrywide Financial Corporation Improves Service Desk Productivity With BMC Remedy Help Desk
White Paper IT staff at Countrywide wanted to find a service desk solution that could be scaled or adapted to meet current business needs and cut down on the time support staff spent entering help tickets.... [14 Sep 2007]
Small Business Webcast: Use SharePoint Services to Contact Your Help Desk (Level 100)
White Paper Are you looking for a way to enable users in your organization to contact your help desk? In this webcast, learn how to set up a help desk connection for all your users... [21 Jul 2005]
Using HP Web Jetadmin 10.0 in Help Desk Operations
White Paper As a result, it is increasingly being used as a Help Desk troubleshooting tool. HP Web Jetadmin 10.0 includes several features for Help Desk personnel to remotely... [11 Apr 2008]
Transforming Customer Service With the Smart Help Desk
White Paper Instead of merely responding to a disgruntled caller with a problem, then solving the problem, or worse, taking down the information to find a resolution to the problem, Help Desks and Customer Service Centers have to... [10 Feb 2009]
Organizing the help desk
White Paper Whether you're building a help desk from the ground up or reorganizing an existing shop, the structure you create should be based on your customers' needs, your budget, your business' culture, and the... [25 May 2006]
