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Helpdesk Structure

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by tecnetsolutions

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My new manager has asked me for opinions on initiating some type of helpdesk structure. We are a mid-size company that is fast approaching the big arena. We want a tracking system that is not too corporate but that insures we are handling calls ina timely and effective fashion but we also want to keep the small company atmosphere. Any suggestions or comments would be greatly appreciated!

5 replies

by steve

Employee staff that can talk to customers at a level they understand and don't talk down to your customer base because they don't don't have the same skill set they may have. They must have the ability to explain things at a level they can understand by relating areas to their business that way they can understand what is being said and can help themselves in the future.

by darthkim

One package that appeals to midsize company is a solution called blueocean Track-it. It allows everything from call tracking, to automatic assignment, customizable escalation fields, asset tracking, and even remote control(have not used that one).
The nice thing is that end users get notified and they can even submit their own tickets/status. try it out.

by tecnetsolutions

Thank you for your suggestions. I'll take a look at blueocean Track-It. Hopefully it will have what he is looking for! :o)

by phillip.uro

Peregrine Systems owns the Tivoli and Remdy Help Desk applications, along with a full line of other applications to help the small, mid and lage sized companies. They can assit you with determining what best fits your company's needs, as well as help you implement best practices.

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