ComputerHelpdeskSoftware

Computer Helpdesk Software

 

Computer Helpdesk are now a fundamental and core part of good business service and operation. However, addressing the tricky issues, selecting the right tools, and managing the help desk correctly can actually be a very daunting task. Tracking issues and help desk inquiries can be a virtual nightmare without the Computer Helpdesk Software. Whether your organization is small, medium or large, keeping issues from falling between the cracks can be critical to maintaining relationships with customers and offering the kind of support and attention to detail that they require. And this is done correctly using Computer Helpdesk Software. Are you looking for a solution designed to ensure your organization effectively communicates, organizes, tracks and reports the issues that matter the most to you and your customers? If yes then you are bound to get enough information.

 

So what are the typical Computer Helpdesk Software functions, and why are they offered? What should you actually be looking for in a Computer Helpdesk Software solution? This section explains what the typical functions are, and offers broad information on Computer Helpdesk Software systems.

 

Common functionality of Computer Helpdesk Software systems can be summarized as below:

 

  • Computer Helpdesk Software range in complexity from basic ticket logging to fully integrated CRM systems.
  • Computer Helpdesk Software functionality is varied but the essential core elements are the recording and tracking of support requests.
  • Reporting is also key and often complimented by a third party application for user-definable reports.
  • Service Level management is often crucial to the Computer Helpdesk Software process as a measure of it’s success This is usually an automated benefit of the helpdesk application.

 

Selecting the right Computer Helpdesk Software is extremely important. This section outlines the features of one of the leading players called SiteHelpDesk. On their site they have a free download page also.

 

SiteHelpDesk Computer Helpdesk Software Features:

 

  • Single user interface from a web browser
  • No other client installation and most PC’s now have a browser preinstalled making the software immediately available to any one with network access and a link from a web or intranet site or know the support URL.
  • Customers or internal staff may log support calls themselves and are given a ticket number – this lets them know that the call has been logged and an action will follow. Email notifications may be automatically initiated but are unnecessary and just promote the excessive use of emails.
  • Access to the call history from the user/customer call log screen allows them to see the progress and status of the call they have logged without having to make follow up telephone calls, sending emails to the support desk or interrupting engineers out on call.
  • To further reduce the load on the helpdesk we provide definable FAQ’s (with attachments of documents), links to other useful internal or external web pages and a ticker that gets displayed to the customer when they enter the support site. These tools can pre-empt a support call and reduce the workload.
  • Common browser techniques ensure no training is required by customers/users even remotely familiar with a browser.
  • Intuitive work flows and automation ensures support staff can use the application with little or no training.
  • Enhanced with simple screen layouts ensures that technicians can quickly and painless maintain the system. This is especially important for technical helpdesk where staff is generally less prone to writing documentation or recording details of events.
  • The applications naturally provide an ‘out of the box’ Intranet for that department and all their documents may be held or linked to from there to compliment their support process.
  • To assist with recurring call types a quick call registration process is available with user defined templates of calls. This may be for an individual event such as unlocking a user account to multiple recurring events such as setting up a new user including a number of atomically generated calls for buying the PC, setting up their account, configuring, installing, training etc. There is also a button to instantly generate a new call from an existing one with all the same details brought across.
  • Scripts may be set up to ensure that the appropriate information is recorded against a call type. These can also provide some resolution suggestions with OK, yes/no and text entry prompts.
  • Follow up noted events may be recorded and Operators are presented with their scheduled actions when they access the helpdesk system.
  • Time tracking and recharging of the service costs.
  • To cater for emails requests that are received, there is integration with MS Exchange server to allow emails sent to a predefined support mailbox to generate a call when the email is opened.
  • Telephone support requests may be entered very quickly via the New Call screen which has specially designed rapid search techniques to ensure the customer is not left waiting while the call is logged. The same scripting may be applied to collect more relevant information or resolve the issue immediately.
  • SLA records and monitoring with traffic light flags to highlight calls that have exceeded the response or fix times along with email escalations and reports of the SLA target percentages achievement.
  • Controlled menu options access for Operators and permission may be set to disallow call ‘closure’ or’ reassignment to other Operators’ for each individual Operator.
  • Reporting is provided by ASP pages which provide drill down into more detail. There are also a number of automatically generated graphical representations. Crystal reports may be integrated but the flexibility of searches provided with user specified sort, display and the ability to export to Excel spreadsheets does not require it.

 

In recognition of the differences in support of internal and external customers, three versions of Computer Helpdesk Software are available, specifically designed for either general support (sitehelpdesk), IT support (sitenetdesk) or Customer support (sitewebdesk).

 

Many vendors attempt to wrap these up in a single application. This can makes their use overly cumbersome and some features rendered irrelevant, cluttering the process. We would suggest that ease of use is a very important issue. Please bear in your mind that we have provided this information for general information and don’t bear any responsibility, whatsoever!

Ready to buy? Order the Help Desk Toolkit today 

ComputerHelpDesk

Computer Help Desk

 

Computer Help Desk is now a fundamental and core part of good business service and operation. However, addressing the tricky issues, selecting the right tools, and managing the Computer Help Desk correctly can actually be a very daunting task. Tracking issues and help desk inquiries can be a virtual nightmare without the Computer Help Desk.

 

Whether your organization is small, medium or large, keeping issues from falling between the cracks can be critical to maintaining relationships with customers and offering the kind of support and attention to detail that they require. And this is done correctly using Computer Help Desk. Are you looking for a solution designed to ensure your organization effectively communicates, organizes, tracks and reports the issues that matter the most to you and your customers? If yes then you are bound to get enough information.

 

So what are the typical Computer Help Desk functions, and why are they offered? What should you actually be looking for in a Computer Help Desk solution? This section explains what the typical functions are, and offers broad information on Computer Help Desk systems.

 

Common functionality of Computer Help Desk systems can be summarized as below:

 

  • Computer Help Desk range in complexity from basic ticket logging to fully integrated CRM systems.
  • Computer Help Desk functionality is varied but the essential core elements are the recording and tracking of support requests.
  • Reporting is also key and often complimented by a third party application for user-definable reports.
  • Service Level management is often crucial to the Computer Help Desk process as a measure of its success this is usually an automated benefit of the helpdesk application.

 

Selecting the right Computer Help Desk is extremely important. This section outlines the features of one of the leading players called SiteHelpDesk. On their site they have a free download page also.

 

SiteHelpDesk Computer Help Desk Software Features:

 

  • Single user interface from a web browser
  • No other client installation and most PC’s now have a browser preinstalled making the software immediately available to any one with network access and a link from a web or intranet site or know the support URL.
  • Customers or internal staff may log support calls themselves and are given a ticket number – this lets them know that the call has been logged and an action will follow. Email notifications may be automatically initiated but are unnecessary and just promote the excessive use of emails.
  • Access to the call history from the user/customer call log screen allows them to see the progress and status of the call they have logged without having to make follow up telephone calls, sending emails to the support desk or interrupting engineers out on call.
  • To further reduce the load on the helpdesk we provide definable FAQ’s (with attachments of documents), links to other useful internal or external web pages and a ticker that gets displayed to the customer when they enter the support site. These tools can pre-empt a support call and reduce the workload.
  • Common browser techniques ensure no training is required by customers/users even remotely familiar with a browser.
  • Intuitive work flows and automation ensures support staff can use the application with little or no training.
  • Enhanced with simple screen layouts ensures that technicians can quickly and painless maintain the system. This is especially important for technical helpdesk where staff is generally less prone to writing documentation or recording details of events.
  • The applications naturally provide an ‘out of the box’ Intranet for that department and all their documents may be held or linked to from there to compliment their support process.
  • To assist with recurring call types a quick call registration process is available with user defined templates of calls. This may be for an individual event such as unlocking a user account to multiple recurring events such as setting up a new user including a number of atomically generated calls for buying the PC, setting up their account, configuring, installing, training etc. There is also a button to instantly generate a new call from an existing one with all the same details brought across.
  • Scripts may be set up to ensure that the appropriate information is recorded against a call type. These can also provide some resolution suggestions with OK, yes/no and text entry prompts.
  • Follow up noted events may be recorded and Operators are presented with their scheduled actions when they access the helpdesk system.
  • Time tracking and recharging of the service costs.
  • To cater for emails requests that are received, there is integration with MS Exchange server to allow emails sent to a predefined support mailbox to generate a call when the email is opened.
  • Telephone support requests may be entered very quickly via the New Call screen which has specially designed rapid search techniques to ensure the customer is not left waiting while the call is logged. The same scripting may be applied to collect more relevant information or resolve the issue immediately.
  • SLA records and monitoring with traffic light flags to highlight calls that have exceeded the response or fix times along with email escalations and reports of the SLA target percentages achievement.
  • Controlled menu options access for Operators and permission may be set to disallow call ‘closure’ or’ reassignment to other Operators’ for each individual Operator.
  • Reporting is provided by ASP pages which provide drill down into more detail. There are also a number of automatically generated graphical representations. Crystal reports may be integrated but the flexibility of searches provided with user specified sort, display and the ability to export to Excel spreadsheets does not require it.

 

In recognition of the differences in support of internal and external customers, three versions of Computer Helpdesk Software are available, specifically designed for either general support (sitehelpdesk), IT support (sitenetdesk) or Customer support (sitewebdesk).

 

Many vendors attempt to wrap these up in a single application. This can makes their use overly cumbersome and some features rendered irrelevant, cluttering the process. We would suggest that ease of use is a very important issue. Please bear in your mind that we have provided this information for general information and don’t bear any responsibility, whatsoever!

Ready to buy? Order the Help Desk Toolkit today 

HelpdeskInstitute2

Helpdesk Institute

 

Helpdesk Institute is an organization aimed at serving the help desk industry and support professionals with certification, training and information about trends and tools. Along with Help Desk and Call Center Certification training, Helpdesk Institute also offers professional development seminars for computer support and training professionals.

 

These seminars address core competencies for Help Desk, Support Center, Contact Center, Call Center and Computer Training Centerprofessionals. Offerings include Help Desk Certification training, e-Support Strategies and Alternative Support Methods, Effective Leadership Skills , Service Level Management , IT Director seminars , Computer Troubleshooting Skills , e-Support Strategies , as well as customized Customer Service Skills, Advanced Customer Service Skills, Problem-Solving Techniques, and Presentation Skills for Computer Trainers.

 

Helpdesk Institute expert consultants analyze your current support strategies and processes, streamline those processes, increase efficiencies, improve morale, retool your staff for greater proficiencies, recommend tools for lowered TCO and greater ROI, or reengineer your entire support process. Help Desk Institute also has various packages for trainees. They are various Helpdesk Institute providing support and information about call center.

 

Helpdesk Institute invites members of the media and analyst community to receive complimentary access to Helpdesk Institute member-only Web site areas, which includes:

 

  • The Support Industry Practices Survey
  • Support Industry Salary Survey
  • Focus Books
  • White Papers
  • The HDI Help Desk Handbook
  • HDI Online Community Forums

 

 

Helpdesk Institute also provides other valuable industry resources and publications that will assist you with your research and story development.

Ready to buy? Order the Help Desk Toolkit today 

HelpDeskrelationships

The Service Desk is, in fact, an operational aspect of the important process of Problem Management, e.g. incident control. The reason why the Service Desk is recognised as a separate function, is that the Service Desk is the central point of contact between the IT department and its users/clients. From this perspective the Service Desk is closely related to Service Level Management.

 

Furthermore, there is an important link with Configuration Management. Incidents can be attributed to a Configuration Item. If this link is supported by software, a forceful aide in mapping weak links in the IT infrastructure evolves. ITIL is a strong supporter of such a link. Simultaneously, the Incident can be solved simpler and faster by searching by C.I., category and/or error code and applying a previously used solution.

 

Ready to buy? Order the Help Desk Toolkit today 

IncidentHandling

Throughout the Incident lifecycle, nearly all specialist IT groups will handle an Incident at some stage. To do this efficiently and effectively requires a formal approach. This facilitates the timely identification of problems.

 

A way of tracking back is required. It is recommended that the Incident records should be held on the same Configuration Management Database (CMDB) as the Problem, Known Error and Change records, or at least linked without the need for re-keying, to improve the interfaces and ease interrogation and reporting.

 

Incident priorities and escalation procedures need to be agreed as part of the Service Level Management process and documented in the SLAs. The Service Desk is the single point of contact between service providers and users, or their representatives, on a day-to-day basis.

 

The status of an Incident reflects it current position in its life-cycle, sometimes known as its ‘workflow position’. Everyone should be aware of each status and its meaning. Some examples of status categories might include:

–          New

–          Accepted

–          Scheduled

–          Assigned / Dispatched to specialist

–          Work in Progress (WIP)

–          On hold

–          Resolved

–          Closed

 

Throughout an Incident life-cycle it is important that the Incident records is maintained. This allows any member of the service team to provide a Customer with an up-to-date progress report. Example update activities include:

–          Update history details

–          Modify status (e.g. ‘new’ to ‘work-in-progress’ or ‘on hold’)

–          Modify business impact / priority

–          Enter time spent and costs

–          Monitor escalation status

 

An originally reported Customer description may change as the Incident progresses. It is, however, important to retain the description of the original symptoms, both for analysis and so that you can refer to the complaint in the same terms used in the initial report. For example, the Customer may have reported a printer not working, which is found to be have been caused by a network failure. When responding to the Customer it is better initially to explain that the printer Incident has been resolved rather than to talk about the resolution of the network Problems.

 

Ready to buy? Order the Help Desk Toolkit today