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Providers have many ways of making sure calls are handled proficiently. Methodologies such as silent monitoring of calls, documenting actions taken towards the remedy of a problem, and on-going training of employees are implemented to ensure calls are taken with professionalism.
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The former allows you to contact the help desk multiple times until an issue is resolved. The latter involves occasions where the issue involves research by analysts. Per call pricing is the most common in the industry whereby analysts provide support on the most common applications and networks.
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Most providers will keep a running log of issues the customers addressed, how they were handled, and how long and what processes were involved. Usually, the business using the outsourced helpdesk will get an update once a month with all of the logistics attached.
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Altiris Inc., a leading developer of software solutions that reduce the total cost of owning IT resources, Tuesday announced the release of Helpdesk Solution, a new Web-based tool designed to facilitate the management of help desk work items via notification policies and detailed Web-based reporting on service levels, help desk activity and trends, and cost analysis specific to machine history and resource allocation. |
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When things go wrong, it's not just users who need support. Responsible for the greater part of a company's electronic infrastructure, understaffed IT departments often find themselves attending to a burdensome load of "fix me first" service requests while ensuring the well being of the enterprise neural network. Clearly, a solution that can help automate the resolution of service requests with minimal manual intervention benefits both the user and the help desk. |
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Previo (Nasdaq:PRVO), an innovator of eSupport(Electronic SUPPORT) Providing product support over the Web rather than by telephone. Successful eSupport companies spend an enormous amount of time developing a knowledge base that addresses users' questions in a logical order. However, many do not put in the required effort, and people find wading through the troubleshooting hierarchy or question and answer page as frustrating as waiting on the telephone for a half hour. |
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HDI's sponsorship program provides expanded membership benefits to HDI's 7,500+ worldwide members, while providing sponsoring companies with increased exposure to Help Desk Institute's members via a variety of marketing opportunities. There are a limited number of Bronze, Silver, and Gold Association Sponsorships available. |
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Donna Holt, a certified auditor for the HDI Site Certification Program, conducted the site audit. "It was a pleasure working with ITR on this audit. ITR's management team is very focused on the quality of the company's products and services, and the environment provided for all of its associates. I extend my congratulations to ITR on the successful completion of this audit. The award of HDI Certified Site status to ITR is well-deserved, and represents the end result of much hard work and preparation," said Holt. |
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GE Capital has added a new feature to the GECapital.com website -
The GE Capital Service Finder. This tool makes it easier for customers
and prospects to peruse the diverse global offerings and websites of
GE Capital's 24 businesses.
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HDA - High Density Area) certification. Revised courses include "Essential Skills for Help Desk Analysts" and "Understanding Tools and Techniques for Problem Solving."
In addition, HDI will offer a new course entitled "Survey Design Workshop." Led by Fred Van Bennekom, this new offering will focus on surveys as a valuable tool for understanding customer satisfaction with the service delivery process. Participants will learn the role of surveys within a customer loyalty program, how to identify aspects of the service process to measure through the survey, and critical issues in the construction of valid questions. |
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