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Help Desk
Software Packages
Help Desk
Software Packages are computer applications that allow an
organization's technical support staff, end users and customers to
address product - and services related issues via PCs. Typically,
the Help Desk Software Packages itself run on a central server, with
customers, internal end users and support staff accessing the help
desk via a client-based software program.
Help Desk
Software Packages are best described as a software system designed
to accept a request from an end user, and process it in the form of
a numbered ticket to be handled by an appropriate staff member -
i.e., to render 'help'. The solution presented for the request is
then saved as part of database, which can be searched or edited. The
database created by the Help Desk Software Packages over time
creates an endless pool of knowledge from which to find answers to
duplicate or similar requests in the
future.
Help Desk Software Packages
can be set up to be used internally, where support staff can track
inter-office queries, or externally, where the system can be set up
to render assistance to outside parties such as website customers.
AIM offers Help Desk Software Packages systems specifically tailored
for both uses.
In the Help
Desk Software Packages, help desk evaluation is the process of
trying out a Help Desk Software Packages system to determine whether
or not it fulfills the requirements of the prospective user, prior
to purchase.
In today's business
environment, the client component of choice has become a standard
Web browser, such as Microsoft's Internet Explorer or the Netscape
browser. This web-based approach to a Help Desk Software Packages
and program eliminate installing proprietary software on end-user
each PC, a time-consuming and often expensive task.
Web based Help
Desk Software Packages are helpdesk system configured to be accessed
via the internet through a standard web browser. The advantages to
such Help Desk Software Packages are the obvious accessibility
options it provides in allowing users to submit tickets or track
ticket status from virtually anywhere.
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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