Help Desk
Hints
Help Desk Hints
can best be described as a system which
is used to track issues or requests as they arrive at a call center.
Each issue entered into the system is given a unique ID number, and
is routed to the appropriate personnel to resolve the issue (i.e. -
render "help"). Help Desk Hints & demo allows organizations and IT managers
shopping for a help desk solution to view a demonstration of the
features and capabilities of software online.
A
well-conceived demonstration should provide screen shots of the help
desk software, show how the software facilitates resolving customer
issues, and offer several "what if" scenarios that parallel
real-world help desk experiences. Help Desk Hints should provide a detailed description of the
software's features, describing various core capabilities available
with the product.
Some of the most common
Help Desk Hints can be
like:
·
How to remove garbage temporary
files.
·
How to hook up the AVerKey Plus so it works
the first time
·
Computer misbehaves when going to sleep after
anti-virus software is installed
·
How to adjust the volume for both playing and
recording sound
·
How to Install and Use Big Keys
Keyboard
·
How to stop the HP DJ690 series printers from
banging while printing
·
How to set up classes and students in
Type-To-Learn
·
How to stop Print Shop Ensemble III from
accessing the floppy drive
·
How to convert your Works database into an
Access database
Some more Help Desk Hints before approaching your
technical helpdesk:
Restart: Often problems can fix themselves if
you close down the program you are having the problems with and then
open it again – save your work first! More extreme problems can
often sort themselves out if you close all your programs (save your
work!) then close down your machine completely, then start it up
again.
Know your username: This is the name you use
when you log onto your machine when you first start up in the
morning. It is not necessarily the same as your e-mail address.
Usernames never have a dot (.) in them, but may have an underscore
(_).
When we know your username we can look up
your account details more quickly to find any problems
there.
Know what kind of machine you are using: Are
you using a Macintosh or a PC. Macintoshes have: a little picture of
an apple on the computer; only one mouse button; an apple key on the
keyboard, beside the spacebar; and an apple icon in the top left
corner of the screen.
Help Desk Hints
for PCs: have two or three mouse buttons;
use Windows 95 or NT; have a start button in the bottom left corner
of the screen.
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
