SamplePages

Here are a few sample pages of all of some of the documents in the Help Desk Toolkit:

GO HERE for extensive content details

Help Desk Audit And Review

0 help desk audit and review3.gif

 

Help Desk Best Practice

0 help desk best practice2.gif

 

Help desk Design

0 help desk design2.gif

 

Help Desk implementation plan

1 help desk implementation plan1.gif

 

Help Desk presentation

0 help desk presentation2.gif

 

Help Desk Procedure

1 help desk procedures3.gif

 

Help Desk Service Descriptions

0 help desk service descriptions.gif

 

Help Desk Service Levels

0 help desk service levels2.gif

 

Help Desk Telephone skills standards

0 help desk telephone skills standards1.gif

 

Problem Management Procedure

0 problem management procedure2.gif

 

Proactive Stress Management

1 proactive stress management2.gif

 

Help Desk workflow

1 help desk workflow2.gif

HelpDeskJobDescriptions

Help Desk Job Descriptions

 

A Help Desk is a generic name typically associated with the end user support center. Increasingly, the Help Desk is being seen as an integral part of the service function, responsible for bringing multiple resources to bear to solve issues to the client’s satisfaction. According to Help Desk Job Descriptions, as a help desk manager, your daily responsibilities can vary from staffing the help desk and monitoring performance to special projects and marketing the help desk to management. As per Help Desk Job Description you need to learn new techniques for addressing staff scheduling, monitoring, performance evaluation, and burnout. You also get guidance and tips on creating your mission statement, and building a foundation of procedures for delivering excellent customer care.

 

Let’s consider a real life example of Help Desk Job Description.

 

Job Title: Help Desk Team Lead

Reports To: Company’s Systems Analyst

Department: company’s Network Operations

Division: Systems Ops

Prepared By: XYZ

Revised: 12/13/2003

 

Help Desk Job Descriptions Summary: Supervises and coordinates activities of workers who provide problem solving support to CapWIN System users by performing the following duties.

 

Essential Duties and Responsibilities: According to Help Desk Job Descriptions, establish help desk system for task management and tracking, and selects appropriate database and workflow tools. Creates long-term strategies for growth and maintenance of help desk department, and makes budgetary recommendations to upper management. Trains help desk staff to answer and resolve incoming calls. Solves, or assists help desk representatives in solving, non-routine or complex software, hardware, network system, and networking and procedure problems. Analyzes help desk activity and makes recommendations for changes in help desk procedures and systems to upper management. Confers with staff, end-users, supervisors, and managers to determine support requirements for new features, applications or company’s system functionality. Prepares activity reports and writes recommendations for management review. Coordinates scheduling of lower level help desk technicians. Supervises the implementation of procedure changes for the company help desk operation.

 

Qualifications (as per Help Desk Job Descriptions): To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

Education/Experience: According to this Help Desk Job Descriptions, bachelor’s degree (B.A. or B.S.) from a four-year college or university; six months to one year related experience and/or training; or equivalent combination of education and experience.

 

Language Ability: Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from end-users, system administrators, regulatory agencies, or members of the business community.

SampleHelpdeskPlan

store.theartofservice.com/the-helpdesktoolkit-second-edition.html
Meet the new face of sensational customer service! Faster and easier than ever, this revised edition is trusted worldwide by over 5000 IT professionals.

Sample Helpdesk Plan

 

Managing helpdesk can be an extremely complex and complicated undertaking.  Each facet of the exercise needs to be carefully considered and properly executed. There is little margin for error if full value is to be obtained. However, this need not be a trauma, or an adventure of blind exploration. The potential benefits are well documented, and strategic outsourcing is now mature enough for the path to have been trodden countless times previously. But how do you ensure that the lessons learned by others (sometimes the hard way) are put to good use? How do you ensure that you don’t re-invent the wheel repeatedly? How do you manage the whole exercise as effectively and efficiently as possible?

 

The answer to these questions is the same… The Sample Helpdesk Plan From experts.

 

In addition to various helpdesk softwares and packages, there are many helpdesk certification exams and Sample Helpdesk Plan which help individuals to enhance their own skills. Sample Helpdesk Plan can be used as guiding documents or as templates your choice. Using these Sample Helpdesk Plan one can learn the following: 

 

  • Re-engineer or set up your help desk according to industry best practices
  • Get management buy-in for improving the help desk by demonstrating greater return on investment
  • Develop and maintain formal procedures for consistency and increased productivity
  • Implement methodologies to improve first call resolution, manage customer perceptions, and build strong internal relationships
  • Choose appropriate technology and other resources to maximize help desk effectiveness
  • Build a qualified help desk team through innovative hiring and training techniques
  • Implement innovative staffing and scheduling models for guaranteed coverage at the lowest possible costs
  • Develop a customer care philosophy that ensures customer satisfaction
  • Analyze help desk performance through various statistical and reporting methods
  • Market the image of the help desk as a support group showcase that advances the IT vision and strategy

 

The Sample Helpdesk Plan Toolkit: The Sample Helpdesk Plan Toolkit is designed to help you manage and address the demands of a helpdesk project as efficiently and professionally as possible. It includes a number of critical components in the helpdesk process and helps you proceed with the minimum of fuss.

 

Service Level Requirements Sample Helpdesk Plan Template: Actually defining your service level requirements (SLR’s) is an essential step in the process. This is a pre-written template designed to help ensure that all the necessary issues are covered and covered properly, as you define your organization’s service needs.

 

A quality SLA is core to the helpdesk operation. The Sample Helpdesk Plan toolkit includes an extensive blueprint for a complete service level agreement; each clause can be accepted ‘as is’ or edited to reflect a specific need.

 

A Transition Sample Helpdesk Plan: The transition phase is of course critical. This is a comprehensive helpdesk plan and guide for moving the buyer’s work to the supplier’s environment in a timely and efficient manner, and when it comes to Governance Sample Helpdesk Plan, this is a comprehensive training guide to service management under the disciplines of company. Understanding the different processes and disciplines of quality service management is an important first step to aid the Sample Helpdesk Plan initiative in particular.

HelpDeskManagerJobDescription

store.theartofservice.com/helpdeskmanager-complete-certification-kit- essential-study-guide-and-elearning-program-second-edition.html
This study guide and its accompanying online learning program focus on the high-level practices that are important when managing Help Desk 
store.theartofservice.com/hel-desk-analyst-exam-preparation-elearning- program-2.html
Help Desk Manager Exam Preparation eLearning Program. Designed to boost your knowledge and further prepare you for the Help Desk Manager exam.

Help Desk Manager Job Description

 

As a help desk manager, your daily responsibilities can vary from staffing the help desk and monitoring performance to special projects and marketing the help desk to management. As per Help Desk Manager Job Description you need to learn new techniques for addressing staff scheduling, monitoring, performance evaluation, and burnout. You also get guidance and tips on creating your mission statement, and building a foundation of procedures for delivering excellent customer care.

 

As per Help Desk Manager Job Description, managers will discover how to promote the support organization to customers and management.  They need to learn the framework for a world-class customer support center as well as how to build and retain a qualified team of professionals by addressing the importance of managing the customer support center’s image and exceeding customer expectations by elevating customer care and professionalism.

 

As per Help Desk Manager Job Description, they will be required for various training programs, which will provide help desk managers with advanced skills for delivering excellent support and customer care, as well as an established and highly marketable skill set that will be valued by management in performance and salary evaluation.  Help Desk Manager Job Description also provides a career boost, heightening your confidence and motivation.  And, customers, peers, and management will respect your credentials.

 

As per Help Desk Manager Job Description, you need to perform the following:

 

  • Re-engineer or set up your help desk according to industry best practices
  • Get management buy-in for improving the help desk by demonstrating greater return on investment
  • Develop and maintain formal procedures for consistency and increased productivity
  • Implement methodologies to improve first call resolution, manage customer perceptions, and build strong internal relationships
  • Choose appropriate technology and other resources to maximize help desk effectiveness
  • Build a qualified help desk team through innovative hiring and training techniques
  • Implement innovative staffing and scheduling models for guaranteed coverage at the lowest possible costs
  • Develop a customer care philosophy that ensures customer satisfaction
  • Analyze help desk performance through various statistical and reporting methods
  • Market the image of the help desk as a support group showcase that advances the IT vision and strategy

HelpdeskTier123Support

store.theartofservice.com/servicedesk-process-kit-isbn-tk00225.html
The well-crafted Service Desk Management Process Kit provides a wide variety of resources to boost your understanding and ability to implement Service Desk 

Helpdesk Tier 1, 2, 3 Support

 

Let’s see what Helpdesk Tier 1, 2, 3 Support is. The pricing for Helpdesk Tier 1, 2, 3 Support is determined by putting together; they need to determine your minimum monthly call volume. If you already know how many calls you take on a monthly basis, they can use that figure. If you are not sure, you can use the Pilot Program to determine your monthly call volume in every Helpdesk Tier 1, 2, 3 Support program.

 

Here’s a simple rule-of-thumb you should use when considering your monthly call volume in Helpdesk Tier 1, 2, 3 Support:

 

  • The higher the monthly call volume commitment, the lower the price per call.
  • The lower the monthly call volume commitment, the higher price per call.
  • 2. Determine Level Of Support

 

The help desk industry divides support into three tiers – Helpdesk Tier 1, 2, 3 Support. The most sought after level of support is Tier 1 or a combination of Tier 1 and Tier 2. Mostly the help desk blends Tier 1 and 2 together to make it easier for you and your users. Tier 3 support tends to be for those companies that have limited IT staff or have a need for specific network administration support in every Helpdesk Tier 1, 2, 3 Support company.

 

Tier 1 Support of Helpdesk Tier 1, 2, 3 Support: Tier 1 provides basic application software and/or hardware support to callers. Pricing is on a per call basis.

 

Tier 2 Support of Helpdesk Tier 1, 2, 3 Support: Tier 2 provides more complex support on application software and/or hardware and is usually an escalation of the call from Tier 1. Pricing is on a per call basis.

 

Tier 3 Support of Helpdesk Tier 1, 2, 3 Support: Tier 3 provides support on complex hardware and operating system software and usually involves certified systems engineers. Call lengths on Tier 3 vary widely depending upon the type of incident. Pricing is either on a per incident basis or hourly basis.

 

Determine Hours of Coverage from Helpdesk Tier 1, 2, 3 Support services. The key question for you here is whether your hours of support coverage are typical business hours Monday through Friday, or do you need something like 5×24 or 7×24 supports. There are typically premiums associated with 5×24 or 7×24 support in Helpdesk Tier 1, 2, 3 Support