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Get Started Bringing Order to Help Desk Request Chaos

Delight help desk users while retaining your sanity.

More Details
Getstartedbringingordertohelpdeskrequestchaos-storyboard
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Your Challenge

  • User requests arrive informally through many channels without proper tracking and prioritization.
  • Adoption of new help desk processes often meet resistance from business and IT.
  • This solution set helps to introduce a formal customer-service-oriented help desk process while retaining sanity.

Our Advice

Critical Insight
  • Every IT shop needs a help desk, but formal processes often meet resistance.
  • Users and IT staff will have to change their attitudes and expectations.
  • Info-Tech helps you jump the people-and-process hurdles encountered along the way.
Impact and Result
  • Build-in a help desk customer-service attitude.
  • Develop a solid help desk process that users follow.
  • Automate incident and request capture and management without spending a dime.

Get to Action

  1. Create an effective help desk.

    Improve user satisfaction and productivity and make effective use of precious IT resources.

  2. Define help desk process and service levels, and train users and IT.

    Gain user and IT buy in and reap the benefits of a help desk.

  3. Select the right small enterprise help desk software solution.

    Automate the process of issue and request tracking.

  4. Measure and assess help desk progress.

    Demonstrate business value and strive for continuous improvement.

  5. Make the case for help desk resources.

    Justify dedicated help desk staff when business needs grow.

Tags

help desk, service desk, ITSM, IT service management, help desk setup, new help desk, new service desk

Related Content

  1. Knowledgebase Software Boosts Help Desk Efficiency
  2. Problem Management Reduces Help Desk Burdens
  3. Problem Management Eases Help Desk Burdens
  4. Problem Management Maturity Tool
  5. Attack Existing Help Desk Growth

1 Comment

  • Missing_comment
    Harry Hall - 2010-12-20

    How do you deal with drop calls?
    Also, I am interested in the top 10 Help desk problems and solutions. Top 10 help desk quick win solutions.

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Delight help desk users while retaining your sanity.

Solution Road Map

Other Solution Sets in Help/Service Desk (ITIL/ITSM)
1. Get Started Bringing Order to Help Desk Request Chaos
Delight help desk users while retaining your sanity.
2. Attack Existing Help Desk Growth
Prescriptive help desk solutions, from little aches to big pains, we cure them all.
3. Manage Help Desk Staffing
Identify and hire staff with a unique blend of customer service and tech skills necessary for a successful help desk.
4. Manage Service Desk Effectiveness
Get past simple metrics and make your service desk deliver better results.
5. Vendor Landscape Plus: Help Desk Software Solutions
When the help desk needs a new hammer, how big should it be? Too big a hammer is unwieldy and difficult to use.
6. Ensure Service Delivery with Systems Management
Dump the bottom-up approach to systems management, and manage services for success.
View the full Solution Road Map