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]
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]
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]
Government Resource Enhances Help Desk Productivity and Gains Insight Into Service Performance With the 2007 Microsoft Office System
White Paper Additionally, with this type of manual process, it is very difficult for management to monitor or quantify Help Desk performance, making staff evaluation and forecasting difficult. INEGI (Instituto... [13 Oct 2006]
Software launched to remedy help desk problems
News Called Service Suite, the product is designed for help desk, purchasing and service level management applications. ERP (enterprise resource planning) specialist, Remedy, has launched an enterprise... [23 Sep 1998]
National University of Singapore's New Help Desk Solution Leads to Fewer Calls, Higher Customer Satisfaction
White Paper However, its IT department needed to solve one major issue: The IT help desk handled about 4,000 calls a month, a volume that strained the school's IT resources. Using a combination of onsite resources... [20 Oct 2006]
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]
Case Study Webcast: How a top California School District Chose its Help Desk
White Paper They tried a monolithic help desk system, but users complained that it was too complicated. Franklin-McKinley School District used to manage IT incidents on paper, then via spreadsheet. In this Webcast,... [13 Nov 2008]
Aeronautics Manufacturer Reduces Help Desk Calls With Exchange Server Analysis Tool
White Paper Using the greater visibility into Exchange Server 2003 that the Exchange Server Best Practices Analyzer makes possible, he made improvements to system performance that resulted in 25 percent fewer Exchange Server - related... [20 Sep 2006]
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]
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]
Prioritize help desk requests with this call-level chart
White Paper Prioritizing support calls is a critical process for providing high-quality, efficient service, enabling help desk techs to quickly and accurately rank and route calls by their importance and the... [23 May 2006]
IT Help Desk Executive Survey Summary: How organizations use technology to support a distributed workforce
White Paper Today's workforce is a mobile one more likely to be on the go than sitting in an office down the hall from the IT help desk. Download this Executive Survey Summary to review the study's findings and... [08 Apr 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]
