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Help desk 1 A help desk is a resource intended to provide the customer or end user with information and support related to a company's or institution's products and services https: //store. theartofservice. com/the-help-desk-toolkit. html

Help desk Names and professional association 1 While the term "Help desk" initially implied the place where employees receive technical support relating to their organization's IT infrastructure, the scope of the term has expanded in meaning and use https: //store. theartofservice. com/the-help-desk-toolkit. html

Help desk Names and professional association 1 The Help Desk Institute (HDI) was formed as a professional association in 1989, its purpose being to focus on the development of technical support personnel and the sharing of optimal practices. It adopted the name HDI in 2004 to reflect the maturing of the support industry. Technical support was expanded to cover desktop systems as well as provide other types of assistance for customers of organizations. https: //store. theartofservice. com/the-help-desk-toolkit. html

Help desk Functions 1 A typical help desk can effectively perform several functions https: //store. theartofservice. com/the-help-desk-toolkit. html

Help desk Functions 1 In the mid-1990 s, research by Iain Middleton of Robert Gordon University studied the value of an 's help desks. It found that value was derived not only from a reactive response to user issues, but also from the help desk's unique position of communicating daily with numerous customers or employees. Information gained in areas such as technical problems, user preferences, and satisfaction can be valuable for the planning and development work of other information technology units. https: //store. theartofservice. com/the-help-desk-toolkit. html

Help desk Organization 1 Large help desks are often structured into different levels to handle different types of questions https: //store. theartofservice. com/the-help-desk-toolkit. html

Help desk Organization 1 Large help desks have a person or team responsible for managing the incoming requests, called "issues"; they are commonly called queue managers or queue supervisors https: //store. theartofservice. com/the-help-desk-toolkit. html

Help desk Organization A large number of these help desks have strict rosters. Time is set aside for analysts to perform tasks such as following up on problems, returning phone calls, and answering questions via email. This roster system ensures that all analysts have enough time to follow up on calls and also ensures that analysts are always available to take incoming phone calls. As the incoming phone calls are random in nature, help desk agent schedules are often maintained using an Erlang C calculation. 1 https: //store. theartofservice. com/the-help-desk-toolkit. html

Help desk Desk side team 1 The desk side team (sometimes known as "desktop support") is responsible for issues related to desktops, laptops, and peripherals, such as personal digital assistants https: //store. theartofservice. com/the-help-desk-toolkit. html

Help desk Network team 1 The network team is responsible for the network software, hardware and infrastructure, such as servers, switches, backup systems, and firewalls https: //store. theartofservice. com/the-help-desk-toolkit. html

Help desk Server team 1 The server team is responsible for most or all of the servers within the organization. This includes Domain Name System (DNS) servers, network authentication, network shares, network resources, email accounts, and all aspects of server software. It may also include more advanced services such as those related to databases, storage or content management systems, specialized proprietary services, and other industryspecific server-based applications. https: //store. theartofservice. com/the-help-desk-toolkit. html

Helpdesk and incident reporting auditing - Types of help desks The management and support of IT assets is essential for all businesses 1 https: //store. theartofservice. com/the-help-desk-toolkit. html

Helpdesk and incident reporting auditing - Types of help desks Traditional - Help desks have been traditionally used as call centers. Telephone support was the main medium used until the advent of Internet. Although telephone support has worked effectively and is still being used today, it has a number of weaknesses. For example, it is frustrating for customers to be put on hold or navigate automated phone answering messages. 1 https: //store. theartofservice. com/the-help-desk-toolkit. html

Helpdesk and incident reporting auditing - Types of help desks Internet - The advent of the Internet has provided the opportunity for potential and existing customers to communicate with suppliers directly and to review and buy their services online. Customers can email their problems without being put on hold over the phone. One of the largest advantages Internet help desks have over call centers are that it is available 24/7. This is extremely important in today’s global business world where customers and staff members may be in different time zones. 1 https: //store. theartofservice. com/the-help-desk-toolkit. html

Helpdesk and incident reporting auditing - Help desk software common functions Help desk software systems range in complexity from basic ticket logging to fully integrated CRM systems. 1 https: //store. theartofservice. com/the-help-desk-toolkit. html

Helpdesk and incident reporting auditing - Help desk software common functions 1 Functionality is varied, but the essential core elements are the recording and tracking of support requests. https: //store. theartofservice. com/the-help-desk-toolkit. html

Helpdesk and incident reporting auditing - Help desk software common functions Reporting is important and often complemented by a third party application for user-definable reports. 1 https: //store. theartofservice. com/the-help-desk-toolkit. html

Helpdesk and incident reporting auditing - Help desk software common functions 1 Service Level management is often crucial to the help desk process as a measure of its success. This is usually an automated benefit of the help desk application. https: //store. theartofservice. com/the-help-desk-toolkit. html

Service desk - Differences from a call center, contact center, help desk 1 ITIL regards a Call Center, Contact Centre (business)|Contact Center or a help desk as limited kinds of service desk which provide only a portion of what a service desk can offer https: //store. theartofservice. com/the-help-desk-toolkit. html

Help desk 1 A 'help desk' is a resource intended to provide the customer or end user with information and support related to a company's or institution's products and services https: //store. theartofservice. com/the-help-desk-toolkit. html

Help desk - Names and professional association 1 While the term Help desk initially implied the place where employees receive technical support relating to their organization's IT infrastructure, the scope of the term has expanded in meaning and use https: //store. theartofservice. com/the-help-desk-toolkit. html

Help desk - Functions A typical help desk can effectively perform several functions 1 https: //store. theartofservice. com/the-help-desk-toolkit. html

Help desk - Functions In the mid-1990 s, research by Iain Middleton of Robert Gordon University. Middleton, I Key Factors in Help Desk Success (An analysis of areas critical to help desk development and functionality. ) British Library RD Report 6247, The British Library 1996 studied the value of an organization's help desks 1 https: //store. theartofservice. com/the-help-desk-toolkit. html

Help desk - Organization 1 Large help desks have a person or team responsible for managing the incoming requests, called issues; they are commonly called queue managers or queue supervisors https: //store. theartofservice. com/the-help-desk-toolkit. html

Help desk - Desk side team 1 The desk side team (sometimes known as desktop support) is responsible for issues related to desktop computer|desktops, laptops, and computer peripheral|peripherals, such as personal digital assistants https: //store. theartofservice. com/the-help-desk-toolkit. html

Help desk - Network team 1 The computer network|network team is responsible for the network software, hardware and infrastructure, such as Server (computing)|servers, switches, backup systems, and firewall (networking)|firewalls https: //store. theartofservice. com/the-help-desk-toolkit. html

Help desk - Other teams Some companies have a telecommunication|telecom team that is responsible for telephone infrastructure such as Private branch exchange|PBX, voicemail, VOIP, telephone sets, modems, and fax machines. They are responsible for configuring and moving telephone numbers, voicemail setup and configuration, having been assigned these types of issues by the help desk. 1 https: //store. theartofservice. com/the-help-desk-toolkit. html

Help desk - Other teams 1 Companies with custom application software may also have an applications team who are responsible for the development of in-house software. The help desk may assign to the applications team such problems as finding software bugs. Requests for new features or information about the capabilities of in-house software that come through the help desk are also assigned to applications groups. https: //store. theartofservice. com/the-help-desk-toolkit. html

Help desk - Other teams The help desk staff and supporting information technology|IT staff may not all work from the same location. With Remote Assistance Software|remote access applications, technicians are able to solve many help desk issues from another work location or their home office. While there is still a need for on-site support to effectively collaborate on some issues, remote support provides greater flexibility. 1 https: //store. theartofservice. com/the-help-desk-toolkit. html

Help Desk (webcomic) 1 'Help Desk' is a webcomic by Christopher B https: //store. theartofservice. com/the-help-desk-toolkit. html

Help Desk (webcomic) - Ubersoft 1 Ubersoft is a fictional computer software company run by an ethereal being from another plane, otherwise known as Mr https: //store. theartofservice. com/the-help-desk-toolkit. html

Help Desk (webcomic) - Alex is Help Desk's protagonist. He is a technical-support technician working on Ubersoft's telephone support lines. His job has been described as not necessarily to solve a customer's problems, but to make the customer feel that what they think is a problem isn't really a problem and they're wasting my time and yours. (He describes his unique red-and-green eyeglasses as a special prescription. ) 1 https: //store. theartofservice. com/the-help-desk-toolkit. html

Help Desk (webcomic) - The Boss 1 Also known as Mr https: //store. theartofservice. com/the-help-desk-toolkit. html

Help Desk (webcomic) - The Boss 1 He created two clones of himself, which proceeded to become the heads of SCO Group|SCO and the RIAA https: //store. theartofservice. com/the-help-desk-toolkit. html

Help Desk (webcomic) - Binky the Cheerful Winking Paperclip 1 Binky is a helpful little fellow who is (almost) always cheerful, and is a parody of Microsoft's Office Assistant https: //store. theartofservice. com/the-help-desk-toolkit. html

Help Desk (webcomic) - Mark 1 Mark is the technical writer for Ubersoft https: //store. theartofservice. com/the-help-desk-toolkit. html

Help Desk (webcomic) - Mark is currently working for the US Military to document software that is being used to keep Steve Jobs' ego in its Parallel universe (fiction)|extradimensional prison. 1 https: //store. theartofservice. com/the-help-desk-toolkit. html

Help Desk (webcomic) - Alice 1 As the lone female character at Ubersoft, Alice is nonetheless able to hold her own quite undeniably https: //store. theartofservice. com/the-help-desk-toolkit. html

Help Desk (webcomic) - Scott 1 Scott is the only member of the Help Desk crew allowed to help the customers, although he is stymied by being forced to talk in a different language to the customer https: //store. theartofservice. com/the-help-desk-toolkit. html

Help Desk (webcomic) - Viktor Shreck Viktor is Ubersoft's legal consultant. He acts as the company's representative in all of their court cases, often using illogical and nonsensical arguments. In addition, he seems to take it upon himself to keep the boss's evil up to par. Viktor shares a kind of kinship with The Boss, because he is also not an ordinary mortal: he is undead, since he's a vampire, and, like all high-powered corporate lawyers, he does not have a reflection. 1 https: //store. theartofservice. com/the-help-desk-toolkit. html

Help Desk (webcomic) - Deep Grey A sentient supercomputer created by Ubersoft (and a parody of IBM's Deep Blue (chess computer)|Deep Blue), Deep Grey's original purpose was to replace the human help-desk operators with machines. It would be non-union and conform to whatever demands were placed upon it. Unfortunately for Ubersoft, it decided that the corporate benefits package was inadequate; it resigned, taking a job as vice president of a rival corporation. 1 https: //store. theartofservice. com/the-help-desk-toolkit. html

Help Desk (webcomic) - Phil 1 As Ubersoft's former head programmer https: //store. theartofservice. com/the-help-desk-toolkit. html

Comparison of help desk issue tracking software 1 This article is a comparison of notable issue tracking systems used primarily for help desks and Service Desk (ITSM)|service desks rather than for bug tracking system|bug tracking or project management. https: //store. theartofservice. com/the-help-desk-toolkit. html

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