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Help desk
1 A help desk is a resource intended to provide the customer or end user
with information and support related to a company's or institution's
products and services
https://store.theartofservice.com/the-help-desk-toolkit.html
Help desk Names and professional association
1 While the term "Help desk" initially implied the place where employees receive technical support relating to their organization's IT infrastructure, the scope of the term has expanded
in meaning and use
https://store.theartofservice.com/the-help-desk-toolkit.html
Help desk Names and professional association
1 The Help Desk Institute (HDI) was formed as a professional association in 1989, its purpose being to focus on the
development of technical support personnel and the sharing of optimal practices. It adopted the name HDI in
2004 to reflect the maturing of the support industry. Technical support was expanded to cover desktop systems as
well as provide other types of assistance for customers of organizations.
https://store.theartofservice.com/the-help-desk-toolkit.html
Help desk Functions
1 A typical help desk can effectively
perform several functions
https://store.theartofservice.com/the-help-desk-toolkit.html
Help desk Functions
1 In the mid-1990s, research by Iain Middleton of Robert Gordon University studied the value of an 's help desks. It found that value was derived not only
from a reactive response to user issues, but also from the help desk's unique position of communicating daily with numerous customers or employees. Information gained in areas such as
technical problems, user preferences, and satisfaction can be valuable for the planning and development work of other
information technology units.https://store.theartofservice.com/the-help-desk-toolkit.html
Help desk Organization
1 Large help desks are often structured into different levels to handle different types of
questions
https://store.theartofservice.com/the-help-desk-toolkit.html
Help desk Organization
1 Large help desks have a person or team responsible for managing the incoming requests, called "issues"; they are commonly called queue managers or queue supervisors
https://store.theartofservice.com/the-help-desk-toolkit.html
Help desk Organization
1 A large number of these help desks have strict rosters. Time is set aside for analysts to perform tasks such as following up on
problems, returning phone calls, and answering questions via email. This roster
system ensures that all analysts have enough time to follow up on calls and also ensures that analysts are always available
to take incoming phone calls. As the incoming phone calls are random in
nature, help desk agent schedules are often maintained using an Erlang C
calculation.
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Help desk Desk side team
1 The desk side team (sometimes known as "desktop support") is responsible for issues related to
desktops, laptops, and peripherals, such as personal digital assistants
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Help desk Network team
1 The network team is responsible for the network software, hardware and
infrastructure, such as servers, switches, backup systems, and
firewalls
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Help desk Server team
1 The server team is responsible for most or all of the servers within the
organization. This includes Domain Name System (DNS) servers, network
authentication, network shares, network resources, email accounts, and all
aspects of server software. It may also include more advanced services such as those related to databases, storage or
content management systems, specialized proprietary services, and other industry-specific server-based
applications.https://store.theartofservice.com/the-help-desk-toolkit.html
Helpdesk and incident reporting auditing - Types of help desks
1 The management and support of IT assets is
essential for all businesses
https://store.theartofservice.com/the-help-desk-toolkit.html
Helpdesk and incident reporting auditing - Types of help desks
1 Traditional - Help desks have been traditionally used as call centers. Telephone support was the main medium used until the advent of
Internet. Although telephone support has worked effectively and is still being
used today, it has a number of weaknesses. For example, it is
frustrating for customers to be put on hold or navigate automated phone
answering messages.https://store.theartofservice.com/the-help-desk-toolkit.html
Helpdesk and incident reporting auditing - Types of help desks
1 Internet - The advent of the Internet has provided the opportunity for potential and existing customers to communicate with suppliers directly and to review and buy
their services online. Customers can email their problems without being put on hold
over the phone. One of the largest advantages Internet help desks have over call centers are that it is available 24/7. This is extremely important in today’s
global business world where customers and staff members may be in different
time zones.
https://store.theartofservice.com/the-help-desk-toolkit.html
Helpdesk and incident reporting auditing - Help desk software common functions
1 Help desk software systems range in complexity from basic ticket logging
to fully integrated CRM systems.
https://store.theartofservice.com/the-help-desk-toolkit.html
Helpdesk and incident reporting auditing - Help desk software common functions
1 Functionality is varied, but the essential core elements are the
recording and tracking of support requests.
https://store.theartofservice.com/the-help-desk-toolkit.html
Helpdesk and incident reporting auditing - Help desk software common functions
1 Reporting is important and often complemented by a third party application for user-definable
reports.
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Helpdesk and incident reporting auditing - Help desk software common functions
1 Service Level management is often crucial to the help desk process as a
measure of its success. This is usually an automated benefit of the
help desk application.
https://store.theartofservice.com/the-help-desk-toolkit.html
Service desk - Differences from a call center, contact center, help desk
1 ITIL regards a Call Center, Contact Centre (business)|Contact Center or
a help desk as limited kinds of service desk which provide only a portion of what a service desk can
offer
https://store.theartofservice.com/the-help-desk-toolkit.html
Help desk
1 A 'help desk' is a resource intended to provide the customer or end user with information and support related
to a company's or institution's products and services
https://store.theartofservice.com/the-help-desk-toolkit.html
Help desk - Names and professional association
1 While the term Help desk initially implied the place where employees receive technical support relating to their organization's IT infrastructure, the scope of the term has expanded
in meaning and use
https://store.theartofservice.com/the-help-desk-toolkit.html
Help desk - Functions
1 A typical help desk can effectively perform several functions
https://store.theartofservice.com/the-help-desk-toolkit.html
Help desk - Functions
1 In the mid-1990s, research by Iain Middleton of Robert Gordon
UniversityMiddleton, I Key Factors in Help Desk Success (An analysis of
areas critical to help desk development and functionality.)
British Library RD Report 6247, The British Library 1996 studied the value
of an organization's help desks
https://store.theartofservice.com/the-help-desk-toolkit.html
Help desk - Organization
1 Large help desks have a person or team responsible for managing the incoming requests, called issues; they are commonly called queue managers or queue supervisors
https://store.theartofservice.com/the-help-desk-toolkit.html
Help desk - Desk side team
1 The desk side team (sometimes known as desktop support) is
responsible for issues related to desktop computer|desktops, laptops, and computer peripheral|peripherals,
such as personal digital assistants
https://store.theartofservice.com/the-help-desk-toolkit.html
Help desk - Network team
1 The computer network|network team is responsible for the network
software, hardware and infrastructure, such as Server (computing)|servers, switches, backup systems, and firewall
(networking)|firewalls
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Help desk - Other teams
1 Some companies have a telecommunication|telecom team that is responsible for
telephone infrastructure such as Private branch exchange|PBX, voicemail, VOIP,
telephone sets, modems, and fax machines. They are responsible for configuring and
moving telephone numbers, voicemail setup and configuration, having been assigned these
types of issues by the help desk.
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Help desk - Other teams
1 Companies with custom application software may also have an applications
team who are responsible for the development of in-house software. The
help desk may assign to the applications team such problems as
finding software bugs. Requests for new features or information about the
capabilities of in-house software that come through the help desk are also
assigned to applications groups.https://store.theartofservice.com/the-help-desk-toolkit.html
Help desk - Other teams
1 The help desk staff and supporting information technology|IT staff may not all work from the same location. With Remote
Assistance Software|remote access applications, technicians are able to solve many help desk issues from another work
location or their home office. While there is still a need for on-site support to effectively collaborate on some issues, remote support
provides greater flexibility.
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Help Desk (webcomic)
1 'Help Desk' is a webcomic by Christopher B
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Help Desk (webcomic) - Ubersoft
1 Ubersoft is a fictional computer software company run by an ethereal being from another plane, otherwise
known as Mr
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Help Desk (webcomic) - Alex
1 Alex is Help Desk's protagonist. He is a technical-support technician working on Ubersoft's telephone support lines. His
job has been described as not necessarily to solve a customer's
problems, but to make the customer feel that what they think is a problem isn't
really a problem and they're wasting my time and yours. (He describes his
unique red-and-green eyeglasses as a special prescription.)
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Help Desk (webcomic) - The Boss
1 Also known as Mr
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Help Desk (webcomic) - The Boss
1 He created two clones of himself, which proceeded to become the heads of SCO
Group|SCO and the RIAA
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Help Desk (webcomic) - Binky the Cheerful Winking Paperclip
1 Binky is a helpful little fellow who is (almost) always cheerful, and is a parody of Microsoft's
Office Assistant
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Help Desk (webcomic) - Mark
1 Mark is the technical writer for Ubersoft
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Help Desk (webcomic) - Mark
1 Mark is currently working for the US Military to document software that is being used to keep Steve Jobs' ego in
its Parallel universe (fiction)|extradimensional prison.
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Help Desk (webcomic) - Alice
1 As the lone female character at Ubersoft, Alice is nonetheless able to
hold her own quite undeniably
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Help Desk (webcomic) - Scott
1 Scott is the only member of the Help Desk crew allowed to help the
customers, although he is stymied by being forced to talk in a different
language to the customer
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Help Desk (webcomic) - Viktor Shreck
1 Viktor is Ubersoft's legal consultant. He acts as the company's representative in
all of their court cases, often using illogical and nonsensical arguments. In
addition, he seems to take it upon himself to keep the boss's evil up to par. Viktor shares a kind of kinship with The Boss,
because he is also not an ordinary mortal: he is undead, since he's a vampire, and, like all high-powered corporate lawyers,
he does not have a reflection.
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Help Desk (webcomic) - Deep Grey
1 A sentient supercomputer created by Ubersoft (and a parody of IBM's Deep Blue (chess computer)|Deep Blue), Deep Grey's original purpose was to replace the human
help-desk operators with machines. It would be non-union and conform to
whatever demands were placed upon it. Unfortunately for Ubersoft, it decided that
the corporate benefits package was inadequate; it resigned, taking a job as
vice president of a rival corporation.
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Help Desk (webcomic) - Phil
1 As Ubersoft's former head programmer
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Comparison of help desk issue tracking software
1 This article is a comparison of notable issue tracking systems used primarily for help desks and Service
Desk (ITSM)|service desks rather than for bug tracking system|bug tracking or project management.
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