help desk

Image Gallery

Spotlight: Help Desk Software from Help Desk Reloaded

June 22, 2010 12:41pm PDT

Help Desk Software gives a company a tool for reporting PC (and related) issues and allows users to track ticket status and make assignments.

Articles

Build Your Skills: Set up internal help desk newsgroups with SmartNewZ

May 26, 2003 7:00am PDT

Find out how to set up a news server based on the standard NNTP protocol on any Windows system on your network.

Book Chapters

Learn critical success factors for optimal help desk organization

June 30, 2005 12:00am PDT

This sample chapter, taken from McGraw-Hill's Introduction to Help Desk Concepts and Skills, examines the different ways help desks are organized and structured. When determining a help desk's...

Provided by: McGraw-Hill Professional

Book Chapters

Measure help desk performance more effectively

July 6, 2005 12:00am PDT

This sample chapter, taken from McGraw-Hill's Introduction to Help Desk Concepts and Skills, examines different approaches to measuring help desk performance. Accurately measuring help desk...

Provided by: McGraw-Hill Professional

Image Gallery

Spotlight: Web Help Desk

April 8, 2010 7:49am PDT

Web Help Desk is for any IT department who needs to track clients and assets, as well as keep an associated calendar, and see reports on all of it.

Blog Post

Grade your job: Help Desk

November 30, 2011 6:26am PST

Are you a Help Desk pro? If so, you can help us out with our poll.

13 Latest comment by chris.pratt@...

Blog Post

Help Desk Implementation Diary: Week 4

February 13, 2009 5:37am PST

The Help Desk implementation continues this week amid ice storms, power outages, and windstorms. Jay Rollins and his team look at Nimsoft and IPMonitor solutions.

Blog Post

Review: Help Desk Software from Help Desk Reloaded

June 22, 2010 12:46pm PDT

Help Desk Software gives a company a tool for reporting PC (and related) issues and allows users to track ticket status and make assignments.

15 Latest comment by Priyaag

Blog Post

DIY: Install and configure your Cerb5 help desk

November 12, 2011 10:54am PST

Cerb5 is a powerful and flexible help desk solution that is particularly a good option for small shops that only have one or two users connected to the system at one time.

Blog Post

10 things to consider when choosing a help desk system

April 2, 2010 8:42am PDT

The right help desk system can make all the difference in the success of your firm or IT group. Before you commit to a solution, be sure you've considered all the angles.

74 Latest comment by c0r50

Blog Post

Review: Web Help Desk

April 8, 2010 8:13am PDT

Web Help Desk is for any IT department who needs to track clients and assets, as well as keep an associated calendar, and see reports on all of it.

7 Latest comment by Compuhorsy

Blog Post

Video: Five secrets to start a new help desk job off right

January 26, 2009 5:24am PST

When you start a new help desk job, you need to get a few things straight before the calls begin rolling in, and not all of them will be covered in your training manual. In this IT Dojo video,...

11 Latest comment by snideley59@...

Blog Post

Help desk worker blindsided by a performance-related firing

July 10, 2009 4:19am PDT

A help desk employee is fired without having been given any previous indications that he wasn't doing his job well. How does he handle this in future interviews?

16 Latest comment by santeewelding

Blog Post

There is a right way to resolve help desk call tickets

April 13, 2009 5:13am PDT

Jeff Dray writes that people who resolve and close help desk tickets have a duty to close them in such a way that the information they offer is useful and allows fault and trend analysis.

25 Latest comment by gcquinton@...

Articles

Ways to avoid making angry help desk callers even angrier

July 7, 2003 7:00am PDT

Nothing is worse than taking an irate customer's anger up a notch by saying something you shouldn't. Follow this advice on understanding your callers' ire and learn ways you shouldn't react.

54 Latest comment by lefty2ndbaseman@...

Articles

How should help desk analysts manage time between callers?

May 20, 2003 7:00am PDT

What should help desk analysts do when the phones aren't ringing off the hook? Columnist Jeff Davis has some ideas about what should and shouldn't be on the to-do list.

179 Latest comment by paul.tiffany@...

Articles

High cost of perpetual help desk training might not be justified

August 11, 2003 7:00am PDT

Keeping your help desk staff properly trained can have a surprisingly dramatic effect on your bottom line. Find out how to ensure you're providing the right training and that its cost is justified.

4 Latest comment by psygirl20

Articles

Help desk outsourcing serves company's needs

August 6, 2003 7:00am PDT

An investment counseling firm solved its problem of poor technical support by outsourcing its help desk. Find out the key elements of the project's success.

40 Latest comment by HypnoToad72

Articles

Meet help desk challenges with our IT Help Desk Survival Guide, Second Edition

April 16, 2004 7:00am PDT

Everything you need to run your help desk efficiently

3 Latest comment by gilbertsanch@...

Video

IT Dojo: Five secrets to start a new help desk job off right

January 26, 2009 5:18am PST

When you start a new help desk job, you need to get a few things straight before the calls begin rolling in, and not all of them will be covered in your training manual. In this IT Dojo video,...

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