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Help Desk Support
An effective Help Desk is critical to keeping your users performing efficiently.
If you have an existing Help Desk we can review their processes, procedures, and tools they use to service your staff
or externally supported customers and partners.
We will document those procedures and evaluate them against industry best practices.
We will provide an analysis of where your help desk meets or exceeds standards and
where they may fall short we will provide recommendations for improvement.
We can help you select the right tools to operate your help desk and implement them.
We can provide the tools and processes to help you measure the effectiveness of your help desk.
This includes such criteria as simple call counts, wait time, abandons, first contact resolution, tier-two escalations, and time to resolution.
We can also design, conduct, and analyze User Satisfaction Surveys.
These one-time or recurring surveys are usually more significant and focal than the statistics above.
Using an outside service to conduct user-anonymous surveys customarily garners more candid disclosures.
It is equally critical to capture and analyze which applications the users repetitively call about --
the where, when, and how the problems are encountered.
This data is then provided to the respective IT department to determine the 'why'
and prioritize fixes or enhancements to increase user productivity.
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Implement an effective Help Desk
If you do not have a Help Desk we can implement one for you as an internal department.
Alternatively, we can provide on-site, remote, or a blend of the two that fits your Help Desk needs and budget.
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