Computer Helpdesk
Stories
The IT Help
Desk is a single point of contact for all of your technology-related
problems or questions. Common Calls into an IT help desk contains
technology related problems and problem solving. Common Calls into
an IT Help Desk serves as a centralized reporting and referral
system designed to dispense information, solve most minor problems
immediately, and refer more complex problems to the appropriate
support personnel as quickly as possible. But don’t take it too
boring, as the technicians behind these helpdesks are also human
being and sometime a simple call ended up in a Computer Helpdesk
Stories—funny and serious both.
First Computer
Helpdesk Stories:
ME: Hello, can
I help you?
Caller: Yes,
the server must be restarted, how do I do this?
Me: Type "Down"
then "Exit"
Caller: OK,
D-O-W-N
Me: Now Press
"Enter"
Caller: I don't
have that
Me: Have
what?
Caller: A
precenter.
Me: No, PRESS
ENTER!!
Caller: I said
I DON'T HAVE THAT!
Me: No!!! Press
the "ENTER" key
Caller: Oh, I
have that.
One more
Computer Helpdesk Stories:
I was working
customer service at a computer store and a customer came in one day
complaining that his brand new laptop was broken. He was very angry
that a laptop that he bought two days earlier was already broken and
he was demanding that he get a new one and be refunded a certain
percentage of the price of the computer for his troubles. Before
going any further I asked if I could see the laptop to see if it was
a simple problem. He put the box on the counter (which looked like
it had been trampled) I opened up the box and the laptop was in
pieces! The screen had been hit with something and had a big hole in
the center and had been ripped completely off. The keyboard was
smashed in and it looked it had been thrown against the wall. I
asked what happened to the laptop and his response was
this:
HIM: "I got
frustrated with it"
ME: "What was
the problem!?"
HIM: (the mouse
was one of those nubs instead
of the
touchpad) "I couldn't control the
mouse"
ME: "I can't
return this"
HIM: "WHY
NOT?!?"
ME: "Because
you destroyed it."
HIM: "It was
broken before I hit it with the gold club. So sense it was broken
you should return it." Needless to say we didn't return or fix
it.
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Help Desk Toolkit today
THE HELP DESK TOOLKIT - Fourteen extensive
documents Sample Pages
Here
One thing is for sure: The Help Desk Toolkit makes Help Desk
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it: it de-mystifies Help Desk Management, and enables you to produce
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format and comprises the following components:
HELP DESK all you need now
Ready to use documents: Help Desk Implementation
Plan, Help Desk procedures, Proactive Stress Management,
Problem management procedure
- Help desk implementation plan covering
all the aspects of help desk implementations
- Help Desk Phone Communication
Standards - Example Standards Monitoring Sheet
- Help Desk Stress Management - 30
slides Proactive Strategies for Managing Stress and
Change
- Help Desk Procedures - This
procedure defines the steps involved in responding to customer
calls through the Help Desk facility.
HELP DESK SLA GUIDE
Let's face it: a
comprehensive SLA is a daunting task. Now you'll have an extensive
blueprint at your fingertips. This document explains every part of
the service level agreement for a HELP DESK, clause by clause. You
can populate and change directly, as required.
- Service Level Guidelines on Help
Desk procedures
- Extensive Service Level Agreement for
Help desks
HELP DESK
INTRODUCTION
Let's be honest: getting buy-in
is the hardest part of any Help Desk, are you ready for straight
talk? This is a full PowerPoint presentation. It explains the HELP
DESK, what is needed, why and where.
AUDIT & REVIEW
How many times have you said to yourself: how well are our
Help Desk needs taken care of? If you already have a HELP DESK, or
just want to be doubly sure, this component will certainly help. It
comprises a series of questions designed to take you through your
HELP DESK and check it for quality and completeness. A first rate
audit tool (MS-Word).
HELP DESK BEST PRACTICE
We've got the solution to your needs: HELP DESK best practice
is designed around a set of activities to deliver upon
excellent customer value. This explains the key concepts of a
HELP DESK.
HELP DESK DESIGN TEMPLATE
In today's uncertain economy you need clarity, fast. This is
a complete template for establishing service descriptions. This is a
complete template for a HELP DESK design.
Fourteen documents
- Hundreds of pages with
easy-to-follow sections
- An extensive must-do
checklist based on our experience implementing Help Desk in over
40 industries
- New practical advice on
awareness, planning, implementation, and review
- New commentary on
delivering upon business value
- All-new "tuneup"
section tailored to improve the performance of
existing initiatives
- Fully updated throughout to
take account of current Best Practices and policies, and the
state of their
use
