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IT management is part project management, part technology
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- Top Ten for Project Success
- Top Ten for Productivity
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Topics
Help Desk Management and Technical Support
Technical support services are provided to assist and promote the use of technology within a business environment. The Help Desk is the traditional mechanism for these technical support services, usually accompanied by on-site assistance, training and self-help programs. Technical support can include many levels, including custom software assistance, off the shelf software assistance, hardware diagnostics, and related technical and training services.
Featured Article
Help desks exist for one primary reason... to ensure a maximum return on the organizational investment in technology systems and services. In order to achieve this result, help desk services have to be effective, relevant and accessible. As such, every internal help desk has an affirmative obligation to quality, and to market its services to the end-user community. This article shows you how to create and implement an effective marketing program to promote help desk services.
Additional Articles:
- Customer Service Principles for IT Support
- Making the Case for End-user Training
- Balancing Acts: IT Best Practices vs. End User Demands
- Creating Opportunities for Added Value
- Service Metrics: Find the Hidden Meaning
- Building IT and End-user Partnerships
Related Tools:
- Customer Service Plan Template
- Change Control Worksheet
- Moves, Adds and Changes Planning Worksheet
- SLA Requirements Worksheet (Service Level Agreement)
More Topics:
Featured Management Kit
If your end-users are dissatisfied with the quality or delivery of technology
support and strategic planning services, you need to know it. And you need to
know why end-users are unhappy, and how to respond to problem areas before they become larger than life.
The IT Services Survey Kit, from ITtoolkit.com, provides you with the forms and process to survey end-users, measure perceptions, and analyze data to quantify feedback and improve IT service quality.