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Help Desk
Institute
Help Desk Institute is an
organization aimed at serving the help desk industry and support
professionals with certification, training and information about
trends and tools. Along with Help Desk and Call Center Certification
training, Help Desk Institute
also offers professional development
seminars for computer support and training professionals.
These seminars address core
competencies for Help Desk, Support Center,
Contact Center,
Call Center and
Computer Training Center professionals. Offerings
include Help Desk Certification training, e-Support Strategies and
Alternative Support Methods, Effective Leadership Skills , Service
Level Management , IT Director seminars , Computer Troubleshooting
Skills , e-Support Strategies , as well as customized Customer
Service Skills, Advanced Customer Service Skills, Problem-Solving
Techniques, and Presentation Skills for Computer
Trainers.
Help Desk
Institute expert consultants analyze your
current support strategies and processes, streamline those
processes, increase efficiencies, improve morale, retool your staff
for greater proficiencies, recommend tools for lowered TCO and
greater ROI, or reengineer your entire support process. Help Desk
Institute also has various packages for trainees. They are various
Help Desk Institute providing support and information about call
center.
Help Desk Institute invites members of the
media and analyst community to receive complimentary access to Help
Desk Institute member-only Web site areas, which includes:
·
The Support Industry Practices Survey
·
Support Industry Salary Survey
·
Focus Books
·
White Papers
·
The HDI Help Desk Handbook
·
HDI Online Community Forums
Help Desk Institute also
provides other valuable industry resources and publications that
will assist you with your research and story development.
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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