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EFFECTIVE HELP
DESK

Drafting a plan, determining which services to offer, when to outsource, how to
measure performance, how to effectively deal with senior management, which tools
will aid you, and how to ensure that your customers are receiving value.

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DEPARTMENT THAT ADDING VALUE TO THE COMPANY

A Help Desk is usually not a profit-generating department within a company. It
is, for many organizations, a necessary expense, but it can add a significant
amount of value to a company in a variety of ways. In order for your Help Desk
to add this value, it must be established with the proper mission, it must offer
the right set of services, and it must achieve its objectives.







IN ORDER TO RUN AN EFFECTIVE HELP DESK, YOU MUST KNOW, IN ADVANCE



What services you are going to perform

You must know how to prioritize issues

You must create realistic expectations





FOCUSED HELP DESK

All successful companies start off with a business plan, and the same rule
applies to Help Desks. If your Help Desk is focused and has a clear
understanding of your business, it will add a significant amount of value to the
company in the form of increased productivity and customer retention.

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SUPPORT FROM SENIOR MANAGEMENT



As any project manager knows, the first rule of any successful project is to
earn the support of a sponsor. In this case, the senior management of an
organization would be the sponsors of starting any major endeavor, including the
establishment of a Help Desk. Since Help Desks are usually an expense of the
company, getting senior management's support is crucial. More importantly,
though, you must also clearly understand what senior management expects of you.
You never want to be in a situation where you are, for example, offering
unnecessary services - especially if the budget in your company is closely
watched.

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AGENDA AND OBJECTIVES

Senior management sets the agenda and objectives of a company. They know the
needs of the business – including the need for support. A Help Desk's
fundamental objective is to support the organization. When you are creating your
plan for your Help Desk, managers' input will be vital to understanding what
services you should include.

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YOUR MISSION

A mission statement outlines your purpose, whether it is a mission statement for
the entire company, a department, or your Help Desk. For Help Desks, a mission
statement helps develop a strategy for dealing with customers. Some
characteristics of a mission statement are: It must be believable, achievable,
and recognizable. It must be believable, because you want to inspire trust among
your employees. It must be achievable, since an unachievable goal will only lead
to feelings of failure. Finally, it must be recognizable – you must be able to
recognize whether you have fulfilled your Help Desk's mission after you have
processed a support request.







YOUR SERVICES

The services that your Help Desk provides are determined by many factors, most
notably your budget and your company's needs. If you offer too many services,
you risk breaking your budget and, more to the point, you risk failure in
delivering quality service. Do not offer an overly broad range of services; work
with management to determine the right level of service. The services you offer
must be: manageable, supportive of the business, and well understood.

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WANT TO LEARN MORE ABOUT HOW OUR COURSES CAN SUPPORT YOUR
HELP DESK?

Let's Talk

+1 (413) 296-1469



If you are a member of a Help Desk and especially if you are managing one, you
must keep a close watch on performance.
These courses gives you the details on how to run an effective Help Desk.

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