HelpDeskNotes: Process & Methodology Archives

Process & Methodology Archives

Jan 9	Research, Statistics, Surveys, and Studies Every Help Desk Manager Should Read About Linda Marie January 9, 2008 Know More: Customer Service & Call Centers, Goals and Objectives, Help Desk Fundamentals, IT Infrastructure Library (ITIL), Metrics, News, Trends & Events, Outsourcing, Process & Methodology, Productivity, Quality Assurance, Reporting & Measurement 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... 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
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
Nov 4	Video: A Reality Check in Damage Control and Disaster Recovery Linda Marie November 4, 2007 I have personally witnessed social engineering access attempts and hacks many times over the years. Your help desk agents have a wealth of information, and in the wrong hands that information can make it easy for hackers to find out... Continue Reading Posted at 11:47 PM \| Permalink \| Comments
Oct 1	Book Review - Influencer: The Power to Change Anything Linda Marie October 1, 2007 I recently received a pre-release copy of "Influencer: The Power to Change Anything." To be blatantly honest, I usually speed read self help and improvement books so they don't put me to sleep, but I did not want to speed... Continue Reading Posted at 4:07 AM \| Permalink \| Comments
	IT Security and Busness Needs: Let The Business Make $$$ Money Influencer: The Power to Change Anything Impress Your Boss! Write a Newsletter! Part 2 Some Hidden Uses Within The WHOIS Tool Crisis Management - Arm the Troops - Step 3 Training: The First 5 Things Help Desk Analysts Need to Know Before Taking Calls Impress Your Boss! Write a Newsletter! Part 1 Storm Worm Virus – Crisis Management Part 2 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 Chronic Callers Small Details, Big Impact Tech Support Call Troubleshooting: Taking Control Service Desk Documentation: Get with the Process Does Your Service Desk Measure Up?

Process & Methodology Archives

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