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In 2004 the Help Desk Institute, an association for service/support professionals, asked support managers and directors around the country if they provided self-service tools so users could solve their own tech problems.
IBM's Global Services sees the Virtual Help Desk as the next generation of support for corporate help desks," said John Richards, IBM's eSupport development executive for Global Services.
When the help desk needs a new hammer, how big should it be?
Readily available information and a tiered help desk have driven up the first-call closure rates to approximately 83 percent - significantly higher than before.
Handling help desk tickets through email was a time-consuming process with no real means of tracking issues," said Joseph E.
AuroraeIUs Help Desk Information Services department provides tech support on all information technology systems for the organizationeIUs 25,000 employees working in more than 90 communities throughout eastern Wisconsin.
The RightAnswers Unified Knowledge Suite offers help desk and support organizations a level of intimacy between RightAnswers' software, content, and services to ensure an effective start to their self-service initiatives and continually grow an effective knowledge-centric environment.
Specific recommendations for improving the cost/performance of help desk personnel are also provided.
ServiceDesk Plus is a completely web-based, cost-effective help desk and asset management software, that offers an integrated package with Request management, Asset Tracking, Purchasing, Contract management, Self-service portal, and Knowledge Base at a lower price point than the other major vendors.