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. 

• 75 slides with extensive teachers notes

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).

• Extensive audit guide (64 pages) for auditing Help Desk and underpinning and supporting processes. 

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.  

• 36 pages on implementing and managing a help desk

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. 

Features of the all-new edition:

• 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