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IT help desk software - essentials for the manager
As a manager, you look to your help desk installation to provide you with actionable reporting that enables you to maximize the efficiency and effectiveness of your support organization, while informing your management colleagues. You will need trend information, such as reductions or increases on average incident [...]
This isn’t as simple a question as it might first seem. Let’s look at the issues which need to be factored in to your decision.
IT help desk response times – average and worst case
The number of check-out staff at the local supermarket varies throughout the day. Some marts will try hard to ensure the lines [...]
Help desk incident prioritization: the seat of the pants method
In a 50 employee organization, prioritizing activity in response to IT incidents will fall to the single hard-pressed individual who keeps the organization’s IT running. If a decision has to be made on relative priorities between two or more open incidents, it will involve a simple [...]
The IT help desk as a problem fixer
In an ideal world, where nothing went wrong, and all computer users in your organisation were perfect users of perfect software running on perfect hardware, the Help Desk would, I guess, be superfluous.
But that’s not the case, and the cloud isn’t going to solve everything either. So although [...]
Who’s training who?
After the fun and excitement of last week’s three-day HelpDesk and Issue Tracker training course in Las Vegas, it’s time to review the project and begin already to plan for the next. There is always scope to improve in the way the knowledge is delivered, practised and tested. Logistics of accommodation and catering [...]
There is a great folklore that has built up of the weird and wonderful ‘issues’ that IT users bring to the attention of the help desk / service desk. There are some good examples listed here, and if you need a wry smile today, treat yourself to ten minutes scrolling through them. The hardest part [...]
Software Distribution: who still needs it?
One theme we come across often is a need for an automated software distribution method that makes it easy to keep applications deployed and updated, particularly where the target PCs are defined by reference to a combination of characteristics. For an example, an application may be regarded as a companion product for [...]
Help Desk access options for your users: any favorites?
A straw poll last week of the account managers for our service management , IT helpdesk and business issue tracking offerings revealed some interesting information on how the people they talk to each provide access for their IT user population to their organization’s help desk. The methods [...]
IT Help Desk: focussed on IT or Help?
Ever since the mouse was invented, our industry has circulated jokes about users and mice, or users complaining about blank screens when the office cleaner unplugged their monitor to plug in the floor cleaner. It’s convenient to have the dumb user image to fall back on. Everything about [...]
