Previous
Policy and Procedures: Help Desk Service Level Agreement (SLA)
White Papers Technology support services are provided through the Information Technology Services (ITS) Help Desk unit. To ensure the best possible support, the Help Desk provides NJCU Faculty and Staff with this Service Level Agreement outlining specific...
[March 2, 2009, 20:19]
Federal Government Agency: Upgrading ARS, Help Desk, and Change Management
White Papers RIGID Systems' customer ran an older version of the AR System, Help Desk, and Change Management applications. Help Desk and Change Management were highly customized with new fields and workflow. RIGID Systems installed the latest versions of AR...
[March 9, 2006, 23:00]
Driving IT Help Desk Efficiency with Customer-Centric Remote Support
White Papers The IT help desk is a high-stress environment - and sometimes it can feel downright chaotic. IDC predicts that by 2011, 73 percent of the U.S.workforce will be mobile, inevitably increasing the pressure on the IT help desk.
[October 22, 2009, 9:52]
CA Leverages Its Own Product - Unicenter ServicePlus Service Desk to Manage Worldwide Help Desk
White Papers With approximately 17,000 employees worldwide, CA is a company that needs a responsive IT help desk. They rely on its own Unicenter ServicePlus Service Desk product to ease the help desk process for everyone involved.
[August 14, 2003, 0:00]
Organizing the help desk
White Papers 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 types of services you intend to provide.
[May 25, 2006, 3:17]
National University of Singapore's New Help Desk Solution Leads to Fewer Calls, Higher Customer Satisfaction
White Papers 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 and a dedicated team of IBM technical analysts...
[October 20, 2006, 0:00]
Surtigas Centralizes Its Help Desk for 320 Employees, Increasing Quality of Service
White Papers 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 of services.
[December 7, 2006, 0:00]
Reasons for Automating a Help Desk
White Papers Whether you call it a help desk, technical support, the problem management center, or even the customer support center, there are several reasons to consider automating your help desk, so that your company has a systematic process and record...
[September 25, 2009, 3:03]
Tired of the Same Old Song? Crank Up the ROI of Your Help Desk
White Papers The help desk can be a rich resource for cost savings and ROI on the people, process and technology investments you've already made. Read this document to learn more about how to maximize your investment to drive ROI that will be music to the...
[January 21, 2009, 11:06]
AccessAble Help Desk Client Server
Downloads A comprehensive windows and optional Web based help desk system. Utilizes MS SQL Server on the back end. The Web interface consists of a combination of .asp and .html templates. Both the windows and web applications are included in the site license.
[February 15, 2006, 12:28]
Avocent Achieves a More Efficient Help Desk
White Papers Although the company leads the market with connectivity and manageability solutions, they needed a little help with the efficiency of their help desk. After a thorough selection process, Avocent chose Soffront CRM as a central portal for tracking...
[July 11, 2006, 0:00]
QUAD Help Desk Client Server
Downloads QUAD Help Desk Client Server Edition was developed for those who prefer to use Microsoft's SQL Server 2005 as the backend database. The front end will be familiar to those who have used QUAD HD Standard or Pro Edition.
[August 1, 2006, 17:28]
Client Saves Over $200,000 a Month in Support Costs by Signing on CompuCom's Enterprise Help Desk
White Papers A Fortune 500 Technology company was using CompuCom to provide desk side support services and a different firm to provide help desk support. During the months of this arrangement, the help desk dispatched an average of 4,345 calls per month to be...
[April 26, 2006, 0:00]
How BMC Desktop Capture Can Accelerate Root Cause Analysis for Your Help Desk
White Papers BMC is the first to apply the concept of a black box flight recorder to the IT help desk. The presenter of this webcast gives a peek of BMC Desktop Capture and the attendee will learn how it can help to reduce incident documentation time, minimize...
[August 1, 2009, 1:21]
TechRepublic Real World Guide: Improving Help Desk Service Levels
White Papers The TechRepublic Real World Guide: Improving Help Desk Service Levels collects proven recommendations for developing proper end user-support ratios, establishing policies for communicating with users, improving service levels and more.
[May 18, 2006, 1:00]
How Flight Recorder Technology Can Enhance Your Help Desk
White Papers BMC is the first to apply the concept of a black box flight recorder to the IT help desk. The presenter of this webcast will provide a peek at BMC Desktop Capture and attendee will learn how it can help to reduce incident documentation time and...
[August 1, 2009, 1:21]
Transforming Customer Service With the Smart Help Desk
White Papers Instead of merely responding to a disgruntled caller with a problem, then solving the problem, or worse, taking down the information to find a resolution to the problem, Help Desks and Customer Service Centers have to become a resource for the...
[February 10, 2009, 0:20]
Choose the right training style for your help desk
News Because end users often view the help desk as the fountain of all IT knowledge, it's important to keep your team members up to speed on the latest IT developments and refresh their knowledge of older subjects to ensure they're delivering...
[November 6, 2002, 11:12]
IT Help Desk Executive Survey Summary: How organizations use technology to support a distributed workforce
White Papers 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 see how IT help desks are using remote support...
[April 8, 2009, 15:54]
Prioritize help desk requests with this call-level chart
White Papers 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 expertise required to resolve them.
[May 23, 2006, 1:00]
