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Can we administer a helpdesk system ?

By earls ·
My company is in the process of evaluating helpdesk systems ?
We have a 300 user base who are looked after by 2 staff members, these staff members constantly switch between helpdesk support work and project / development work.
My feelings are that to administer a helpdesk system would require seperate dedicated personal and not people who are looking after it part time ?
What are your views ?

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look to outsource

by zakfire6 In reply to Can we administer a helpd ...

to eliminate the headaches, many times it is best to outsource. Keep the folks doing the core projects and development which they probably enjoy more than help desk work. By utilizing a help desk that is a full time help desk, the knowledge of these folks can be outstanding. Are you supporting software(proprietary and shrinkwrap) and/or breakfix.

I may be able to assist you further if you like. email if you would like to talk further.

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Inhouse Help Desk is best

by dseibert In reply to Can we administer a helpd ...

As an Inhouse Help Desk Analyst, I can attest to the benefits of having full time dedicated in house staff answering your Help Desk lines. The dedicated staff becomes familiar with the questions your user community generates because the staff knowshow the PC's are set up and because the staff works with the same users everyday. Users' down time is minimized when an experienced Help Desk person knows what the user is trying to say even when the user can't put their problem into words.

We have the best luck hiring Help Desk Analysts who enjoy telephone customer service work. Our motto is 'You can teach a customer service person technical skills much easier than you can teach a technical person customer service skills'.

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Inhouse Help Desk

by Lady Dynamic In reply to Inhouse Help Desk is best

I too am a Help Desk Analyst and agree that inhouse staff is the best way to go. Out support system is a little different from some as we don't just do on the phone support, we make personal appearances at our home location and use the phone for ourremote locations. Being onsight allows us to teach our users as we resolve their problems. As a result some problems will not repeat themselves. My team , although technically trained are all customer service oriented. That was one of the prereq's for getting the job.

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Remedy AR System.

by danielgalassi In reply to Can we administer a helpd ...

The Help Desk I work, give 5000 users support, with Remedy Action Request System, this system is very easy to administrate and you don?t need a dedicated administrator.

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Remedy AR System.

by danielgalassi In reply to Can we administer a helpd ...

The Help Desk I work, give 5000 users support, with Remedy Action Request System, this system is very easy to administrate and you don?t need a dedicated administrator.

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