Let’s face it—setting up and running a help desk for your customers is no easy task. How do we satisfy everyone’s needs and quit having to answer the same questions over and over again?

 Sometimes it seems easier to keep going along as we have been than to design and implement a whole new system. But it doesn’t have to be!
 We here at Help Desk Survival have been there and done that, ten times over. That’s what made us decide to stand up one day and declare that our time is too valuable to waste another second working without a viable customer service solution!
 It’s this declaration that led to the Help Desk Toolkit, a step-by-step guide that lays everything out so simply and logically, even your boss could setup a help desk (but of course, you could do it much better).
 We’re always adding new information as we come across it, and are pleased to announce the release of our newest version. It covers Internets and Intranets, off-line help and on-line help, in-housing and out-sourcing, and of course the whole gamut of budgets, planning, staffing, managing, and upgrading.

Desktop Support Services | IT Desktop Support Company | Remote Desktop Support

In today’s fast-paced business, IT works like a human worker.  In fact, the smooth working of various departments of a business largely depends on the smooth working of IT equipments. Therefore, running a business smoothly necessitates effective maintenance and management of IT hardware and software.

Maintaining & Managing the IT infrastructure might overwhelm you

The dynamism of IT and day-to-day business demands require constant updates in IT infrastructure so that business goals are effectively met with the latest technologies and solutions. Maintaining,   managing and updating all these areas of IT can be overwhelming and may require the allocation of extra budget and human resources. However, one way of  looking after these aspects of your IT infrastructure effectively is to higher the services of reliable specialists of desktop support.

Presentations

Presentations

Presenting an anonimous Service Desk support software isn't an easy task. Convincing Group members is always the main Goal.

However, I have found a presentation over internet from slideshare.net by Leon Blum and have found a superb presentation. Please check this out to sort out presenting Service Desk.

Anyhow, you can modify certain pages as per your own purchased Service Desk Software.

The Service Desk performs the first line support for the IT Services.
Apart from the Call Centre, all Service Desk types perform the following activities:

• Receive all calls and e-mails on incidents
• Incident recording (including RFC’s)
• Incident Classification
• Incident Prioritisation
• Incident Escalation
• Search for Work Around
• Update the customer and IT group on progress
• Perform communication activities for the other ITIL processes (e.g. Release notifications, change schedules, SLM-reports)
• Perform daily CMDB verification
• Report to Management, Process Managers and customers (through SLM) on Service Desk performance

What is ITIL?

ITIL (the IT Infrastructure Library) is essentially a series of documents that are used to aid the implementation of a framework for IT Service Management. This customisable framework defines how Service Management is applied within an organisation.
Although ITIL was originally created by the CCTA, a UK Government agency, it is now being adopted and used across the world as the defacto standard for best practice in the provision of IT Service. Although the ITIL covers a number of areas, its main focus is on IT Service Management.

Traditional Help Desk

A traditional Help Desk was a place, a person or a group of persons, in a business or organization that customers could call to get help about a problem. Telephone was the main media of communication in the traditional help desk. But telephone was not without hold on problems, deadlines and reminders resulting in customers’ frustration. The Help Desk software was developed to overcome the limitations of a telephone help desk. With its dynamic features such as one stop solution center, a single point of contact, 24 hours availability, scalability, effective management, documentation and resolution of customers’ requests, Help Desk Software has revolutionized customer support. Help Desk Software applications are now an integral part of effective business service.  They streamline multiple resources of a company to address customers’ problems by managing, tracking and recording customer’s requests.