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Helpdesk Management

By rajivnarayanan@hotmail ·
I am heading the helpdesk managed services of my company. I would like to read and share information on improving helpdesk operations,generating valuable MIS, and those that can enhance my productivity.I am not looking for softwares but useful information in form of url's etc

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by markand In reply to Helpdesk Management

The Help Desk Institute may be a good place to look for this information. Here is the URL: HDI is based in the 'States, but there are branches overseas in Australasia, Brasil, Europe and Japan.

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by master3bs In reply to Helpdesk Management

I spent some time at Tier 1 & Tier 2 levels of a technical helpdesk. I learned and observed things that made me more effective there, and those I trained more effective.

Here are 5 thoughts I had. I don't know if this is what you're looking for, but I hope it helps:

1) Instill in the helpdesk operators this philosophy: "What you know isn't important. Being able to find out what you need to know is important."

2) Call times balance out. Don't harass your operators if they are on long calls. Certainly give then sufficient support tools and have support staff check on them and be available for questions. We would check on somebody coming close to the optimum call time; but if they were doing well we didn't complain.

This gives them the chance to do the call right the first time, keep the customer happy, and the client will notice.

3) Empasise the need for clear communication. If customers have to frequently ask the operator to repeat themselves, they need to be held to task for it.

4) Documentation. If it isn't noted, it didn't happen.

5) Recognize outstanding performace. This keeps the staff more motivated to do better.

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