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 


Helpdesk Trainer Stations


Why we need Helpdesk Trainer Stations? The answer is simply for training, and nothing else! Why do we need it? Let’s see….When organizations begin viewing the help desk as their primary technology information pool for internal communications and resource coordination, productivity will be improved at every level. IT helpdesk and network management will continue to be responsible for supporting specific applications that change frequently according to business conditions as well as the company’s unique hardware, software and network environment. However, they will also have to support volatile systems that have long-term value to the corporation.


 In addition, they will face the challenge of navigating the boundaries between increasingly interwoven applications, rather than simply examining and explaining their capabilities and features. By successfully managing these solutions, the support staff will increasingly be able to provide more accurate and more timely support; and the help desk will quickly gain a reputation for being faster and more efficient than wading through the manual or getting advice from the person at the next desk. Because of these requirements we need trained and certified, Helpdesk Managers and other staff, eventually Helpdesk Trainer Stations.


Let’s examine some Helpdesk Trainer Stations. Do you need hands on training? Yes. Live instructor-led training? Yes. All at your very own desktop? Yes. At BrainStorm, Inc. login via the Internet to one of our virtual labs and training is right at your fingertips. Follow along with one of their instructors, ask questions and have them answered, and complete the practice exercises to maximize your learning. Classes are offered in both private and public formats.


Private eLive Helpdesk Trainer Stations: You can schedule private eLive Helpdesk Trainer Stations reserved for only those in your organization. Have employees come to your training room and login or attend class from their own desk. Students can even attend the same class from different office locations. Private eLive Helpdesk Trainer Stations are the perfect training solution for a quick, cost effective rollout and for those seeking short follow-up sessions after the initial training course (i.e. new hires, review sessions). Private eLive Helpdesk Trainer Stations sessions can be purchased per class, in bulk, and are also available in monthly and annual contracts.


Public Helpdesk Trainer Stations: BrainStorm’s Public Helpdesk Trainer Stations offers regularly scheduled Public Helpdesk Trainer Stations classes that are targeted to get your users up to speed on the features of the most popular software titles from companies like Novell, Microsoft, Corel, etc. Looking to learn what’s new in the latest software release? Then BrainStorm’s Public Helpdesk Trainer Stations classes are for you.

Ready to buy? Order the Help Desk Toolkit today 


Help Desk Software Packages


With the advancement of technology and science, fortunately we have so many Help Desk Software Packages available in the market. You name it and they have it. Based upon your exact requirements, instead of generalized products and services these competitive companies can come up with real customized solutions whenever you need them urgently. We are discussing one such Help Desk Software Packages called Close Support here. Close Support is a multi-user help desk software application that is affordable, simple to install and easy to use. A combination of low prices, a simple license model and great functionality makes Close Support the most cost-effective Help Desk Software Packages on the market. There are no sales demos, no complicated setup routines, no intensive training sessions. Just download the software, use the simple setup routine to install the desktop application, have a quick read of the Getting Started chapter in the online help and start solving problems!


Close Support Help Desk Software Packages is multi-user help desk software that enables an organization to efficiently control and manage its technology resources.


The elements of Close Support Help Desk Software Packages are:


  • The Desktop – available as Standard or Advanced. A Windows application used by help desk technicians/support analysts
  • The Email Responder – automated response to email support requests
  • The Web Module – present your help desk on the company intranet


Main features of Close Support Help Desk Software Packages:


  • Fast, easy call logging
  • Call tracking with full history of all actions taken
  • Direct links to remote control software such as VNC
  • Pre-formatted e-mails for communication with users, analysts and support agencies
  • E-mail contents captured within call history
  • Solution capture at user and technical levels
  • Registers for Users; Hardware; Software; Licenses; Media; Contracts; Organizations


Additional features available in Close Support Help Desk Software Packages Advanced Edition:


  • Fully searchable Knowledge Base
  • Call solutions converted to Knowledge Base articles
  • Document management functions – documents and URLs can be linked to Calls, Users, Hardware, Knowledge Base Articles, etc.


Ready to buy? Order the Help Desk Toolkit today 


Help Desk Manager Cert


Due to ever increasing demand and its utility Help Desk Managers are in great demand and hence Help Desk Manager Cert. Both Apple and Microsoft recently have unveiled help desk-focused certifications, a potential boon for end users who will have more places to turn to for competent help. Plus these new titles can be used as a learning blueprint by individuals seeking to expand their operating system skills beyond the everyday level. Nortel and Check Point have new offerings as well, and IBM has resurrected a batch of retired exams.


Now let’s see why Help Desk Manager Cert is important and how and where to get it. Gaining C-level management support and effectively communicating the pivotal role of the help desk and support center to the organization is crucial to the support operation’s success. The most successful support center managers have mastered the art of promoting the support organization to the executive team. Knowing how to build and deliver on service level agreements, working in partnership with other business units, and building and retaining great teams are characteristics of a well-managed and highly effective support organization. Help Desk Manager Cert (HDM) training program provides management with the insight, strategies, and skills necessary to promote their organizations – and their own career development.


Help Desk Manager Cert ensures its recipients have:


  • Mastered the skills necessary to successfully manage service levels with customers and secondary support personnel
  • An understanding of ROI concepts and principles
  • Excellent financial skills
  • Engaged themselves in change management and asset management
  • Experience with workforce planning
  • Tools to measure customer satisfaction
  • An understanding of how to determine the appropriate use of technology
  • Skills necessary to build and maintain high-performance teams through team building, career development, etc.
  • Developed productive relationships with employees and the organization as a whole
  • Is an effective advocate for the value of the support center with executive level management 


Help Desk Manager Cert also provides 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.  Becoming a Help Desk Manager Cert also provides a career boost, heightening your confidence and motivation.  And, customers, peers, and management will respect your credentials.


In preparation for the Help Desk Manager Cert Exam, students will learn:


  • Techniques for managing relationships across the enterprise
  • How to plan and manage enhancements to the help desk organization
  • Key processes for ensuring successful support center performance
  • How to market your services internally/externally
  • The latest technologies utilized in a service center
  • Benefits of each of the service delivery models
  • Outsourcing models and the value of each model
  • Negotiation and conflict resolution/management skills
  • Methods for building and maintaining high-performance teams
  • How to build effective service level agreements
  • Tips and techniques to assist you in hiring, training, motivating, and retaining top-notch employees
  • Value of mission/vision statements

Ready to buy? Order the Help Desk Toolkit today


Help Desk Certification


Help Desk Certification gives help desk professionals advanced skills for providing 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.  Becoming a Help Desk Certification Professional also provides a career boost, heightening your confidence and motivation.  And, customers, peers, and management will respect your credentials.


In Help Desk Certification training seminar, you will learn innovative methodologies for effective call handling and problem resolution, as well as the fundamentals of help desk structure and procedures.  The class incorporates role playing exercises and significant group interaction with dynamic instruction, enhancing problem-solving skills and improving customer care.


Help Desk Certification provided by many institutions is based on internationally recognized open standards developed by committees of worldwide industry leaders, help desk and support center experts, consultants, and practitioners for the benefit of the support industry. Their open standards committee members who helped develop the standards included representatives from a wide variety of leading organizations including Interim Technology, Executrain, NEXRAD, Pikes Peak Community College, IHS Support Solutions, Help Desk Solutions, Inc., KLM Royal Dutch Airlines, Bank of America, TRG, Entex Information Services, Inc., Hyrax, TriPole Corporation, Goldstein & Taylor, User Support Consulting, Branson & Associates, Service Management International, MCI Worldcom, and Help Desk Institute.


Typically, once the Help Desk Certification course is completed, you have four weeks to take your Help Desk Certification exam.  The Help desk Certification consists of two parts: class attendance and a certification exam. The exam covers the help desk practices and processes presented in class and are available on the Web.  Students are given 2-1/2 hours to complete the exam and must achieve 90% accuracy or better to obtain certification.  Should you fail to achieve passing marks; an instructor will review your exams with you and help you plan for success on your next attempt.

Ready to buy? Order the Help Desk Toolkit today