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Users of Athens passwords (for access to University Library electronic resources) are reminded that these will cease to work at the end of July 2008. They are replaced by Raven (supporting the Shibboleth protocol). No new Athens passwords are being issued. |
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MWS2 is now in service and we are in the process of migrating sites. |
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Do you know you can open, answer, close and report help desk information without human intervention?Automation is a powerful feature provided by most enterprise level help desk products; however, most organizations rarely take advantage of these features. Based on a survey conducted by RightStar Systems, only 5% of the help desk managers interviewed were using automation to its fullest capacity. Most use it to some degree while others do not use it at all. |
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Last we will cover Help Desk Support in our series of articles explaining the benefits of Telecom Expense Management, or TEM for short.We can assume that your company has already dealt with asset management, expense optimization, and the proper procedures for procuring assets and services. Your telecom system is basically under control...except for one more area. That is Help Desk Support.
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The ability to provide the highest level of customer service with the greatest levels of efficiency is paramount for companies in the market for web based help desk software. With this in mind, there are a few key features managers should look for during the evaluation process. |
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Technology plays a major role in business process today. Helpdesk software is widely used to streamline customer service needs in online and offline businesses. Helpdesk software is of many types, local, web based, and remotely hosted.If in doubt consult a software professional for advice. Ideally create a helpdesk think tank within your organization to determine your needs. This will help ensure that the software vendor gets a clear picture of all the areas the help desk software will have to cover in your case. |
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Help desk outsourcing for customer service or technical support is an option for many businesses, including internet businesses, which have a limited staff or wish to provide service and support twenty-four hours a day.Small businesses or home-based businesses that have a limited number of employees or no employees at all have special challenges when it comes to meeting their customers' needs and expectations.
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The technical support desk faces special challenges that differ from other customer service functions. From hiring, finding the right help desk training, to organizational challenges, the tech support manager has special concerns. |
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Managing stress is an essential job skill for the successful help desk professional. Typically help desk agents experience burnout from two sources: 1) repetitive routine requests, and 2) frustrated customers. The combination can lead to stress, unless the help desk personnel manage their responses well. The following are stress-busting ideas to help keep calm and maintain perspective. |
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Outsourcing - WHOA, I am not going to outsource. I don't want my customer dissatisfied about our services.If this is what you think when you hear the word outsourcing, please go ahead and read the rest of the article. I am sure, this article will change the way you think about the word Outsourcing. Not only will it change the way you think, but it will also lead you to a new path of success.
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