Note

In organizations without an established help desk, IT often struggles to provide timely user support while at the same time efficiently complete IT projects and initiatives. Learn how to build and maintain a dedicated help desk and see immediate...

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...

Tool

Organizations looking to improve help desk maturity should begin with an assessment of existing resources. Use this assessment tool to evaluate the effectiveness of the existing help desk environment and project the optimal level of help desk...

Video

This video takes a prescriptive approach to identifying and solving common help desk maladies. Many issues faced by a distressed help desk are not unique and are often part of help desk evolution and maturation.

An IT help desk that draws the ire of users and management alike is in trouble. Knowing how to quickly save the help desk and IT is critical to keeping your job. Follow this proven resuscitation methodology to breathe new life into the help desk.

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.

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.

Consistent performance reviews of IT help desk staff have two way implications ? they help IT managers deliver appropriate guidance to staff, and assist help desk staff understand what is expected from them.