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help desk
(386 results)-
Discussion Threads
Three questions to answer when you document an application
August 19, 2002 11:49pm PDT
Test your new manual with a kiss! I have written several manuals for in-house PC based applications. I have found 2 essential rules. KISS. Keep it simple, stupid! Use as many screen dumps as...
18 Started by phil NZ | Latest comment by sandeep@...
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Discussion Threads
Get answers to several Excel questions from the Help Desk Advisor inbox
October 8, 2002 1:22am PDT
A dynamic second drop down box Using the second example (metal thickness) Choose metal type from drop down list for Alum1, Alum2, etc. Based on choice in B14 for metal type I want a second drop...
22 Started by comptutor@... | Latest comment by TGIERSE@...
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Discussion Threads
Download this log to track and analyze your help desk activities
November 5, 2002 4:28am PST
Like this would work? I'm the system admin for our help desk software and there is no way this could even come near doing what we would need. This is an incremental improvement over the old 'tick...
10 Started by MrsPost | Latest comment by sallycd@...
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Discussion Threads
The best of Jeff Davis' help desk advice
November 11, 2002 6:04pm PST
Congratulations and thanks! I found many most useful hints and tips in your column over the last years. I too appreciate your advice your articles are clear, concise, articulate and informative...
11 Started by nyiamh | Latest comment by wordworker
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Discussion Threads
Not all IT managers manage technology
December 26, 2002 10:33pm PST
A Desk Top Mgr is not a Help Desk Mgr Nine years ago I managed a small team of desk top support folks. It was fun, challenging and I was good at it. One day, yhe VP said to me, "go build a help...
12 Started by SimonMorley | Latest comment by CIO Bootstrap
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Discussion Threads
Put a lid on loudmouths in the call center
March 17, 2003 6:57pm PST
Call Center Noise I understand the US of A is like a melting pot of humanity and everyone has certain rights and privileges. What is beginning to bug me is trying to get help from a person who...
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Discussion Threads
How to hire and retain the right help desk people
March 24, 2003 10:50pm PST
Customer Service/Technical Knowledge I will also value customer service skills over technical knowledge (I agree with Jerry you can teach the technical side of things), I look for proven customer...
21 Started by Anthea | Latest comment by digital.dva@...
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Discussion Threads
Look in the help desk log for lessons end users need the most
March 31, 2003 9:30pm PST
Good Tips - will reduce workload Theses are excellent points. My team installed a lot of these ideas at the held desk I helped managed and they worked very well. I was the training manager for...
28 Started by dksmith | Latest comment by CommonSenseNBusiness
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Discussion Threads
Implement problem management with these seven steps
April 9, 2003 5:22pm PDT
Clear, concise and complete These steps have been very nicely thought out and laid out. What would be the next easy step is to flow chart them as a "graphical" process. Well done. Right on Time...
16 Started by shaun_powell@... | Latest comment by kate.burke@...
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Discussion Threads
Evaluate help desk call-tracking software with these criteria
April 9, 2003 10:32pm PDT
We use Blue Ocean's Trackit. We use Blue Ocean's Trackit and works well for us. We have about 160 people to support. They only thing I would like to see added to it is bar coding. Hello We...
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Discussion Threads
HelpMaster Pro provides a solid help desk call-tracking solution
April 24, 2003 2:17am PDT
any for small businesses? A great article, do you know of any software avaible for small businesses? i.e better invesment? thanks For small businesses Hey, I read your article, and found the...
10 Started by aeromaze@... | Latest comment by cliffordsfleas
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Discussion Threads
HEAT PowerDesk: Call-tracking software for small and midsize organizations
May 20, 2003 5:08am PDT
HEAT Lite PowerDesk is nothing more than a Lite version of HEAT. With the full package, you gain the funtionality that is missing from PowerDesk. Automated escalation, self-service functionality...
6 Started by peab4yougo | Latest comment by waqas11
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Discussion Threads
HEAT Service & Support call-tracking software offers many enterprise features
May 26, 2003 11:43pm PDT
Is there a HEAT for Small Business? I work with customers who have 20 - 100 employees and they're not ready to shell out "Enterprise"-level amounts of cash for helpdesk/asset management software,...
14 Started by msenkbeil | Latest comment by rackerman@...
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Discussion Threads
Help desk manager recommends a CD organizer for managing media
June 9, 2003 5:59pm PDT
Try to get an IT manager to agree to it What you will find is that like most managers, no matter what the costs, they will tell you that it's not in the budget and what they use works. This is not...
27 Started by displaced@... | Latest comment by im_bossy_always1@...
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Discussion Threads
PropWeb offers totally online call-tracking solution
June 23, 2003 11:58pm PDT
What about PHP and ASP Solutions. What about the IT departments that don't have Cold Fusion? From what I hear, Cold Fusion is not cheap? What are the top rated PHP and ASP solutions out there? I...
9 Started by {MS}Warrior | Latest comment by himesh kotre
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Discussion Threads
Ways to avoid making angry help desk callers even angrier
July 6, 2003 9:36pm PDT
Gender issues It may not be P.C. but people respond differently to a man than a woman and the expect certain type of responce based on gender. I remember a woman tech, who was well qualified, who...
54 Started by Cranky | Latest comment by lefty2ndbaseman@...
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Discussion Threads
FootPrints offers an impressive Web-based help desk solution
August 6, 2003 1:52pm PDT
FootPrints offers an impressive Web-based help desk solution article root Can't find the toolkit Sorry, but I can?t find the "call-tracking software evaluation toolkit" in the download section....
11 Started by federico.schnabel@... | Latest comment by Maligne.Kroeker@...
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Discussion Threads
Setting up a successful help desk--physical considerations
January 3, 2004 8:58am PST
Setting up a successful help desk--physical considerations article root Critical Need Help desk-only coffee maker Other more pragmatic considerations -white boards - give the team the ability to...
9 Started by cander@... | Latest comment by theheadsetshop
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Discussion Threads
Setting up a successful help desk, part 2
January 31, 2004 6:29am PST
Setting up a successful help desk, part 2 article root Setup How do I start and manage a response point for my clients; to provide technical support in hardware and also as a point of scheduling...
4 Started by charles_gichuru@... | Latest comment by dokutman
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Discussion Threads
Seven rules for being a great help desk analyst
July 5, 2000 11:09pm PDT
Helpdesk and IT Dept.: I agree with most of the comments here but I find that a clear and succint opening message, gives me a chance to open a problem log and take charge of the call, sometimes if...
