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The Answer Group Help
Desk
Supporting your
employee’s IT support needs can be one of the most difficult issues
facing companies today. An employee with a down system or software
related questions costs you money. By working with a focused, IT
company like The Answer Group Help Desk you can concentrate on your
core business and have us support your users, or your existing help
desk, using best-of-class practices.
The Answer
Group Help Desk has a structured approach to managing customer
support that ensures that your employees get help fast in a cost
effective manner. Ask yourself the following questions:
·
Do your employees have one number to call for
support?
·
Are their problems worked on based on first
in-first out or by impact to the employee and your organization?
·
Do you know what percentages of issues are
closed at first point of contact?
·
Are you measuring the productivity of your
support staff?
·
The Answer Group Help Desk proven methodology
helps you to answer these questions as well as many more.
Unlike The
Answer Group Help Desk industry experts estimate the cost of
resolving an issue on the phone at $14-18 dollars per incident.
Sending someone to the Help Desk costs upwards of $75- 90 per
incident, so reengineering your employee’s support structure can
produce ROI paybacks measured in months as well as delivering a
higher level of support. Customers like Parker Hannifin, Cymer Laser
and The Port of San Diego depend on The Answer Group Help Desk to
provide support services – so should you?
Are you running
a support center now? Is it providing the level of service that you
and your customer expect? Let The Answer Group Help Desk use their
proven methodologies to examine and report on the current health of
your support center. The Answer Group Help Desk will use its years
of real world experience in managing support centers to measure your
support center and provide a list of specific recommendations to
implement. Their recommendations will decrease you and your support
center staff’s frustration as well as increase your end customer’s
satisfaction.
While every
support centers goal should be to resolve as many issues as possible
at first point of contact, there are times that you need to send
someone to the Help Desk possibly to replace broken hardware or
reload software. The Answer Group Help Desk has a number of
engagements that provide on-site support technicians. Remove the
headache of recruiting, training and retaining qualified technical
staff. Depending on your needs, The Answer Group Help Desk can
provide only an on-site technician or combined with their call
center services, you can have a centralized call center dispatching
to The Answer Group Help Desk technicians at your site. The Answer
Group Help Desk can also dispatch to remote offices using their
nation-wide network of service providers.
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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