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Helpdesk
Software
Helpdesk
Software is 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 Helpdesk Software over time creates an endless pool
of knowledge from which to find answers to duplicate or similar
requests in the future.
Helpdesk Software 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
Helpdesk Software systems specifically tailored for both
uses.
A helpdesk
evaluation is the process of trying out a Helpdesk Software system
to determine whether or not it fulfills the requirements of the
prospective user, prior to purchase.
A Helpdesk
Software program is a computer application that allows an
organization's technical support staff, end users and customers to
address product - and services related issues via PCs. Typically,
the help desk program itself runs on a central server, with
customers, internal end users and support staff accessing the help
desk via a client-based software program.
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 helpdesk software program
eliminates installing proprietary software on end-user each PC, a
time-consuming and often expensive task.
A web based
Helpdesk Software is a help desk system configured to be accessed
via the internet through a standard web browser. The advantage to
such a system is 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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