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Heat Help Desk
Software
Heat Help Desk
Software provides the core Support Center tools you need to increase overall
operational effectiveness and improve customer satisfaction.
Research indicates it costs nine times more to service a call by
phone than it does through Self Service. Heat Help Desk Software are
convenient web-based, self-help tool that tightly integrates with
HEAT Service & Support and HEAT Plus Knowledge to allow
customers 24/7 access to the problem-solving capabilities of HEAT
from any Web browser. Customers can search the knowledge base,
submit a new service issue or check the status of an issue without
adding to your incoming call volume.
There are many
help desk software designed by this company. Some of them are
discussed below:
Incident
Management Heat Help Desk Software – maintain customer or employee
profiles, create incidents, provide work queues to organize,
prioritize, manage and route work, allowing for escalations and
business rules.
Change
Management Heat Help Desk Software – ensure standardized methods and
techniques for efficient and prompt handling of all changes to
prevent change-related incidents. HEAT supports ITIL-standard Change
Management best practices on the change request lifecycle including:
Acceptance, Classification, Authorization and Planning,
Coordination, and Evaluation.
Problem
Management Heat Help Desk Software – proactively solve problems and
known errors before incidents occur in the first place. HEAT
supports ITIL-standard best practices for Problem Management
including: incident control, problem control, error control, and
proactive problem management.
Self Service
Heat Help Desk Software – eliminate the bottleneck of daily, mundane
technical issues and control costs by allowing customers and
employees to effectively help themselves.
Remote Support
Heat Help Desk Software – research estimates that remote control
capabilities reduce the average escalated call by 30-40%. HEAT® Plus
Remote Support Suite provides SSL-encrypted sessions to protect
remote support activities, and includes a remote incident resolution
suite with remote control, real-time system information, chat, file
transfer, and remote execute and reboot.
Ready to buy? Order the
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
Procurement and Management far more straight forward. No doubt about
it: it de-mystifies Help Desk Management, and enables you to produce
a Help Desk function with the minimum of fuss. There is absolutely
no need to re-invent the wheel! It is supplied primarily in MS-Word
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
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