Help Desk Manager Tampa


If you are Help Desk Manager+Tampa then you might know that Blue Ocean Software, Inc., a leading developer of fully scalable, cost effective Help Desk and PC Inventory solutions, during the recent past announced it has earned certification from the Help Desk Institute (HDI) as an Authorized Training Partner. As a Help Desk Manager+Tampa you should know that Blue Ocean Software is a leading developer of help desk, PC inventory, and systems management solutions that are powerful, scalable and full featured, yet easy to install, learn, and use. The company’s solutions are deployed on an organization’s network, the web, or on client/server systems in a matter of days, rather than weeks or months. Blue Ocean Software is based in Tampa, Florida and has its European headquarters in London, England.



As one of 60 training partners nationwide, Blue Ocean will deliver HDI’s approved curriculum to assist help desk and support professionals including Help Desk Manager+Tampa prepare for the HDI certification exams. HDI, the world’s largest organization for support professionals, provides certification programs that offer participants a defined training path and credentials that are recognized across the industry worldwide.


Regarding the Help Desk Manager+Tampa and other certification programs Joe Krolak, Director of Professional Services for Blue Ocean Software said, “We are committed to providing our customers with products and services that help them achieve greater efficiency in supporting their organizations and by adding the HDI curriculum to our existing training program, we further that commitment by offering our customers a one-stop shop for their Help Desk training needs.”


As a Help Desk Manager+Tampa if you are looking for some useful software then the Eden Services Group provides clients with an easy way to deploy the Eden Suite business software as well as a variety of services. They are dedicated to 100% customer satisfaction, and to supporting Eden customers with deep product expertise and business experience.


Their services include:

  • Pre-sales support
  • Installation and configuration
  • Training
  • Customization and custom development
  • Hosting


Eden also provides world-class Lotus Notes and Domino custom application development and consulting services to Help Desk Manager+Tampa to maximize your IT investment and help you focus on what you do best. They custom tailor the services to meet your enterprise’s needs. Their range of Lotus Notes application development services puts the best Notes IT professionals to work for you, developing custom applications or enhancing the applications you’re using now. They are committed to:


  • Ensuring that your custom-developed applications align with your users’ needs and your business goals.
  • Controlling your development costs by taking advantage of Eden’s solid Lotus Notes and Domino expertise.
  • Delivering high-quality and predictable results.

Ready to buy? Order the Help Desk Toolkit today 


Technology Help Desk


A Technology Help Desk is an internal support application used to track staff tasks, problems, or query tickets in a centralized, searchable database for easy reference by IT staff members, enabling quick resolution to issues and simplifying the management process.


With an Information Technology Help Desk, an employee has access to submit requests, check the status of previous requests and search a custom knowledgebase. Both employees and support staff can search resolved trouble tickets for solutions to any problem. This means that an employee may be able to find the solution to his or her problem without having to call on support staff.


A web-based Information Technology Help Desk such as HelpDesk Expert from AIM for IT Support uses the power of the internet to allow data sharing between multiple work stations or geographical locations. This system keeps departments informed and up-to-date, reducing confusion and increasing productivity.


An internal Technology Help Desk is a system which offers technical support services to an organization’s base of employees. With such a system, employees can report problems, issues, or place requests for general assistance.


In the past three to five years, internal Technology Help Desk has migrated from proprietary client-server systems to those based on the web. These web-based customer service solutions allow users to access them via a standard web browser – such as Microsoft’s Internet Explorer – thus simplifying and easing access to their resources. AIM produces HelpDesk Expert for Technology Help Desk support which has been designed from the ground up to provide unparalleled stability as a web based internal Technology Help Desk system.

Ready to buy? Order the Help Desk Toolkit today 


Role of a Helpdesk Manager


The Role of a Helpdesk Manager is multi-folded. 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. Research indicates that 70 to 80 percent of the problems received by the support staff are routine and repetitive. By integrating the system with a relational database that retains problem/solution histories, you can eliminate redundant problem-solving efforts. The Role of a Helpdesk Manager is to share the expertise of support specialists and the entire support team that will make the staff more efficient. The ultimate efficiency will be providing users with access to the database of user-proven solutions so they can solve their own problems.


These histories also provide valuable insight into chronic problems that can help determining the Role of a Helpdesk Manager, where additional user training is needed or whether they will continue to purchase hardware/software that is consistently causing problems. To make these problem/solution histories available to everyone throughout the enterprise, the organization must have a way to share current information between databases and between sites. Selective replication tools are now available that make this feasible for client/server systems, allowing them to fulfill the promise of replacing the mainframe with fast, reliable access to data. And hence the Role of a Helpdesk Manager becomes of utmost importance.


The Role of a Helpdesk Manager is to learn new techniques for addressing staff scheduling, monitoring, performance evaluation, and burnout. The Role of a Helpdesk Manager is to also get guidance and tips on creating your mission statement, SLA’s, and building a foundation of procedures for delivering excellent customer care. Helpdesk Manager will discover how to promote the support organization to customers and management.  They will learn the framework for a world-class customer support center as well as how to build and retain a qualified team of professionals. If as a Help Desk manager you feel some difficulty then there are many certification programs as well as specialized training programs. By attending these courses and programs you will learn to addresses the importance of managing the customer support center’s image and exceeding customer expectations by elevating customer care and professionalism.


If you are helpdesk manager and want to get your staff certified then these certification provides them 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.  It also provides a career boost, heightening your confidence and motivation. And, customers, peers, and management will respect your credentials.


Additional Role of a Helpdesk Manager can be:


  • 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