HelpDeskNotes: Help Desk Fundamentals Archives

Help Desk Fundamentals Archives

Apr23	It's a Story of Survival of the Fittest for HDI - now SDI! Linda Marie April 23, 2008 Know More: Help Desk Culture, Help Desk Fundamentals, IT Infrastructure Library (ITIL) HDI, SDI I am sitting here chucking to myself over an article by CIO called Help Desks Killed off by Service Desks. The evolution of the IT industry has driven out the words "help desk" because of negative nick names like "unhelpful"... Posted at 8:57 PM \| Permalink \| Comments
Jan 9	Research, Statistics, Surveys, and Studies Every Help Desk Manager Should Read About Linda Marie January 9, 2008 These days help desks need to keep their competitive edge. Technology changes moment by moment, and help desks need to stay informed. Realizing how important it is to know about the ever changing trends in technology, I decided I would... Continue Reading Posted at 7:09 PM \| Permalink \| Comments
Jan 8	Support for Mobile Devices is Changing Help Desk Trends Linda Marie January 8, 2008 Have you noticed over the past couple of years mobile device support is taking more time on your help desk? I have noticed it at my work place. A recent study revealed that nearly two-thirds (65.7 percent) of the 816... Continue Reading Posted at 9:25 PM \| Permalink \| Comments
Dec28	The Birth of a Help Desk Operations Center Linda Marie December 28, 2007 Although I have often thought about it, I just realized that I never written about the birth of a Help Desk Operations Center. If you compare a help desk to a hospital, the Help Desk Operations Center is the Emergency... Continue Reading Posted at 11:45 PM \| Permalink \| Comments
Dec27	Don’t be a Helpless Help Desk: Be Prepared for Disaster Linda Marie December 27, 2007 This is the perfect time of year to look back and assess your team’s performance during the last twelve months. Think about moments that you wish you could go back and erase. As a help desk manager, you know you... Continue Reading Posted at 9:32 PM \| Permalink \| Comments
Nov12	Sarbens Oxley (SOX): Does Your Help Desk Comply? Linda Marie November 12, 2007 The Sarbanes-Oxley (SOX) Act, passed in July 2002, is the most dramatic change to federal securities laws since the 1930s. The Act radically redesigns federal regulation of public company corporate governance and reporting obligations. It also significantly tightens accountability standards... Continue Reading Posted at 10:46 PM \| Permalink \| Comments
	Video: A Reality Check in Damage Control and Disaster Recovery Help Desk Software: LiveTime Offers an ITIL Certified Service Management Software HDI Certification News: New Service and Updated Standards Announced IT Security and Busness Needs: Let The Business Make $$$ Money Seating for Success at the Call Center Impress Your Boss! Write a Newsletter! Part 1 Focusing on the Gap Between IT Service and Customer Satisfaction Crisis Management – The First Step in Damage Control Developing your Knowledge Base - Details! Details! Developing Your Knowledge Base - Change Management Forms KCS: Best Practices for Wikis and Knowledge Bases How to Make the ITIL Business Case 2007 Goals: Customer Satisfaction Small Details, Big Impact Tech Support Call Troubleshooting: Taking Control Service Desk Documentation: Get with the Process Help Desk Management: Are Your Customers Fatigued? What is a Help Desk?

Help Desk Fundamentals Archives

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