Helpdesk Tier 1, 2, 3
Support
Let’s see what
Helpdesk Tier 1, 2, 3 Support is. The pricing for Helpdesk Tier 1,
2, 3 Support is determined by putting together; they need to
determine your minimum monthly call volume. If you already know how
many calls you take on a monthly basis, they can use that figure. If
you are not sure, you can use the Pilot Program to determine your
monthly call volume in every Helpdesk Tier 1, 2, 3 Support
program.
Here's a simple
rule-of-thumb you should use when considering your monthly call
volume in Helpdesk Tier 1, 2, 3
Support:
·
The higher the monthly call volume
commitment, the lower the price per call.
·
The lower the monthly call volume commitment,
the higher price per call.
·
2. Determine Level Of
Support
The help desk
industry divides support into three tiers - Helpdesk Tier 1, 2, 3
Support. The most sought after level of support is Tier 1 or a
combination of Tier 1 and Tier 2. Mostly the help desk blends Tier 1
and 2 together to make it easier for you and your users. Tier 3
support tends to be for those companies that have limited IT staff
or have a need for specific network administration support in every
Helpdesk Tier 1, 2, 3 Support company.
Tier 1 Support
of Helpdesk Tier 1, 2, 3 Support: Tier 1 provides basic application
software and/or hardware support to callers. Pricing is on a per
call basis.
Tier 2 Support
of Helpdesk Tier 1, 2, 3 Support: Tier 2 provides more complex
support on application software and/or hardware and is usually an
escalation of the call from Tier 1. Pricing is on a per call
basis.
Tier 3 Support
of Helpdesk Tier 1, 2, 3 Support: Tier 3 provides support on complex
hardware and operating system software and usually involves
certified systems engineers. Call lengths on Tier 3 vary widely
depending upon the type of incident. Pricing is either on a per
incident basis or hourly basis.
Determine Hours
of Coverage from Helpdesk Tier 1, 2, 3 Support services. The key
question for you here is whether your hours of support coverage are
typical business hours Monday through Friday, or do you need
something like 5x24 or 7x24 supports. There are typically premiums
associated with 5x24 or 7x24 support in Helpdesk Tier 1, 2, 3
Support
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
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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
