Helpdesks can cost an organization a huge amount of money if not managed effectively. Examine your own helpdesk to locate and eradicate weaknesses before the bleeding spreads elsewhere.

Invisible No Longer

Helpdesks typically get no respect from the rest of IT, and even less from the broader organization. These often-maligned teams are usually staffed by entry-level personnel and managed without much attention paid to the special requirements of the phone-based support function.

Yet like the foundation of a building whose integrity determines the success of the rest of the structure, an unsuccessful helpdesk can destabilize the rest of IT. Insufficient call tracking can result in recurring problems going unnoticed. Lack of coordination between the helpdesk and other IT support teams can tie up expensive resources in time-wasting administrative tasks.

Implementing Best Practices

Closer...