Solution Set

The corporation no longer dictates what the customer wants - the customer is now the real decision maker. SMBs are expected to meet increasingly complex customer demands, and this, along with increasing interaction volumes (due in large part to...

Solution Set

Complex product portfolios and high volume customer service inquiries cannot be serviced by simple FAQ lists and generic search engines. Dedicated customer service knowledgebases and specialized tools are required to deliver actual solutions to...

Solution Set

It is crucial that the IT department demonstrate a customer-oriented mindset because such a culture brings numerous benefits to IT and the business. This solution set will help you assess the level of customer service orientation and provide...

Service Desk metrics can be misleading if you're simply focused on incident volumes, first call resolution, or customer satisfaction as isolated metrics. This solution set will provide an overall framework for driving the highest level of...

Video

Constraints on budgets, hiring, and facilities are driving more and more businesses to consider outsourcing their Help Desks. While outsourcing is hardly a new idea, many IT leaders are still starting the process without the proper reality check...

Solution Set

This solution set will help you assess your current systems management environment, business needs, and create a plan to move to service-centric systems management.

Implementing a help desk is hard because it requires process and cultural change for IT and users. Implementing the right processes successfully is critical to help desk deployment. Learn how to roll out the right processes and be successful...

Solution Set

Staffing the help desk with the right people is critical, whether hiring or trimming.

Solution Set

This solution set will help you mature your help desk processes, resuscitate a sagging help desk, deal with enterprise growth or budget cuts.

Solution Set

This solution set will help you identify key criteria, provide groups of vendors to select from, as well as selection tools and templates.

Template/Policy

Help desk triage determines priority levels for problems reported by end users. Employ a triage policy to help the IT department set end-user expectations and effectively manage scarce resources.

Defining help desk performance metrics can be difficult. Organizations with dedicated help desk environments must take the time to develop a performance tracking system that facilitates advanced service delivery. Start with the metrics outlined...

Knowing when to move on from well-worn help desk software is an important turning point for IT. Keeping an underperforming solution is costing the team time and money. Use Info-Tech's simple criteria to decide when to move up to a shiny new solution.

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Reducing the size of the help desk may be raised as a means of cutting IT costs. Before making staff reductions, understand the impact and effect of any planned cuts. Be prepared with facts and information to ensure that the business understands...

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Mitigating the impact of help desk staffing reductions is difficult. If staff reductions are imminent, use these techniques and methods to lessen the pain. Make life for the remaining staff better and more productive.

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Disk imaging improves IT efficiency and reduces help desk tickets. Understand how disk imaging reduces IT labor and increases setup accuracy through automation. Don't deprive IT of this simple technology for fast, quality system setups.

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Remote desktop control is a powerful help desk tool that greatly improves efficiency and end user satisfaction. Reduce resolution times and the need for desk-side support visits using remote desktop control. Increase help desk efficiency up to...

London, ON, November 5th, 2009 – Info-Tech Research Group's latest report outlines four specific areas that IT departments need to consider when preparing for the very real threat of an H1N1 outbreak this winter. If ignored, a business could...

It is difficult to provide 24/7 support when economics and enterprise size do not warrant round-the-clock help desk operations. Some enterprises have met this challenge with tremendous success using creative solutions. Adopt these techniques to...

While economic woes continue to plague businesses, IT remains relatively unscathed. Although there is bound to be a handful of IT professionals in the proverbial unemployment line, IT staff have not been as negatively affected as those closer to...

Impact Research

Many help desks today are missing out on valuable cost savings opportunities. This report will help identify the gap between your current and optimized state to reduce costs, improve end user satisfaction and help desk efficiency through...

Teleworking has specific help desk challenges that must be addressed and accounted for in the project planning stage of the program. Doing so will prevent the help desk from being inundated by teleworker support requests and help mitigate...

Help desks are the field hospitals of the IT world. When problems come pouring in, make sure help desk staff can assess what care they require with clear and efficient triage criteria. A help desk triage policy is a simple and effective way to...

Auditing the efficiency of help desk operations should be a standard practice in any IT organization. Performing an audit, evaluating performance, and diagnosing problems are essential to ensure efficient relationships with end users and...

Outsourcing the help desk can be less expensive than employing dedicated IT support staff, especially for mid-sized to larger organizations. However, enterprises need to determine where savings are needed, if it will improve service quality, and...

As enterprises grow to accommodate more employees and locations, help desk support is stretched thinner. An awkward growth stage is very common, but can also be tempered by following a few guidelines.

Self-service features in help desk software will boost the team's efficiency and increase end-user satisfaction. Service desks with high call volumes will benefit most from self-serve tools.

The telltale signs of a failing frontline technical support help desk are easy to spot. End-users avoid calling in, metrics fall consistently short of industry standards, and staff do everything in their power to get off the team. Identify the...

Hiring the ideal help desk analyst is not a simple exercise. Technical skills must be matched by an innate ability to deal with people in highly stressful situations. Take the time to identify this seemingly disparate skill set to minimize staff...