What is involved in Help Desk Support
Find out what the related areas are that Help Desk Support connects with, associates with, correlates with or affects, and which require thought, deliberation, analysis, review and discussion. This unique checklist stands out in a sense that it is not per-se designed to give answers, but to engage the reader and lay out a Help Desk Support thinking-frame.
How far is your company on its Help Desk Support journey?
Take this short survey to gauge your organization’s progress toward Help Desk Support leadership. Learn your strongest and weakest areas, and what you can do now to create a strategy that delivers results.
To address the criteria in this checklist for your organization, extensive selected resources are provided for sources of further research and information.
Start the Checklist
Below you will find a quick checklist designed to help you think about which Help Desk Support related domains to cover and 182 essential critical questions to check off in that domain.
The following domains are covered:
Help Desk Support, Help desk, Application software, Automatic call distributor, Call board, Call center, Call centre, Comparison of help desk issue tracking software, Comparison of issue tracking systems, Comparison shopping website, Computer configuration, Computer network, Computer peripheral, Computer security, Customer service, Desktop computer, Digital distribution, End user, Enterprise software, Erlang unit, Fax machines, Flower delivery, Help desk software, Information technology, Issue tracking system, Knowledge base, Mobile commerce, Mobile payment, Mobile ticketing, Online advertising, Online auction, Online banking, Online chat, Online food ordering, Online grocer, Online pharmacy, Online trading community, Online wallet, Personal digital assistant, Point of contact, Private branch exchange, Queue area, Remote Assistance Software, Social commerce, Software bug, Streaming media, Support automation, Technical support, Travel website:
Help Desk Support Critical Criteria:
Facilitate Help Desk Support strategies and find out.
– Are there any easy-to-implement alternatives to Help Desk Support? Sometimes other solutions are available that do not require the cost implications of a full-blown project?
– How can you measure Help Desk Support in a systematic way?
– How do we keep improving Help Desk Support?
Help desk Critical Criteria:
Study Help desk governance and give examples utilizing a core of simple Help desk skills.
– The offeror will describe its service levels for fixes, help desk, etc. will it reduce its fees if the service levels are not met?
– Expose its policy engine via web services for use by third-party systems (e.g. provisioning, help desk solutions)?
– Complement identity management and help desk solutions with closedloop import and export?
– What features of the current help desk service management tool are being used?
– How has the current help desk service management tool been customized?
– Do we know the number of password problem help desk calls per month?
– What is the current help desk service management tool and version?
– How do we manage Help Desk Support Knowledge Management (KM)?
– Help desk password resets easily measured (specific number?
– How will the offeror provide support through the help desk?
– Number of password problem help desk calls per month?
– How does the help desk authenticate callers?
– How can skill-level changes improve Help Desk Support?
– Are there Help Desk Support problems defined?
Application software Critical Criteria:
Air ideas re Application software goals and triple focus on important concepts of Application software relationship management.
– What knowledge, skills and characteristics mark a good Help Desk Support project manager?
– How do you manage the new access devices using their own new application software?
– Are we making progress? and are we making progress as Help Desk Support leaders?
– Is the process effectively supported by the legacy application software?
– What about Help Desk Support Analysis of results?
Automatic call distributor Critical Criteria:
Nurse Automatic call distributor strategies and probe using an integrated framework to make sure Automatic call distributor is getting what it needs.
– In the case of a Help Desk Support project, the criteria for the audit derive from implementation objectives. an audit of a Help Desk Support project involves assessing whether the recommendations outlined for implementation have been met. in other words, can we track that any Help Desk Support project is implemented as planned, and is it working?
– How do we know that any Help Desk Support analysis is complete and comprehensive?
– Is Help Desk Support dependent on the successful delivery of a current project?
Call board Critical Criteria:
Own Call board risks and look for lots of ideas.
– Who will be responsible for making the decisions to include or exclude requested changes once Help Desk Support is underway?
– Does Help Desk Support create potential expectations in other areas that need to be recognized and considered?
– Why are Help Desk Support skills important?
Call center Critical Criteria:
Guide Call center governance and point out improvements in Call center.
– What proportion of Customer Service calls chats could present day AI technology resolve without assistance in principle?
– How can we incorporate support to ensure safe and effective use of Help Desk Support into the services that we provide?
– What is the average supervisor to Customer Service representative ratio for a fixed route call center?
– What is the best virtual hosted PBX platform to use for our phone Customer Service team?
– What are good examples of us utilizing SMS as a Customer Service mechanism?
– Have you integrated your call center telephony to your crm application?
– Are accountability and ownership for Help Desk Support clearly defined?
– What are the issues of scaling Twitter for Customer Service?
– What are the pros and cons of outsourcing Customer Service?
– How do companies apply social media to Customer Service?
– Is social media the solution to bad Customer Service?
– Is Twitter an effective Customer Service tool?
Call centre Critical Criteria:
Administer Call centre adoptions and devote time assessing Call centre and its risk.
– Among the Help Desk Support product and service cost to be estimated, which is considered hardest to estimate?
– How much does Help Desk Support help?
Comparison of help desk issue tracking software Critical Criteria:
Analyze Comparison of help desk issue tracking software planning and document what potential Comparison of help desk issue tracking software megatrends could make our business model obsolete.
– Will Help Desk Support have an impact on current business continuity, disaster recovery processes and/or infrastructure?
– How do we measure improved Help Desk Support service perception, and satisfaction?
– What are the usability implications of Help Desk Support actions?
Comparison of issue tracking systems Critical Criteria:
Reconstruct Comparison of issue tracking systems issues and gather Comparison of issue tracking systems models .
– What may be the consequences for the performance of an organization if all stakeholders are not consulted regarding Help Desk Support?
– Will Help Desk Support deliverables need to be tested and, if so, by whom?
Comparison shopping website Critical Criteria:
Revitalize Comparison shopping website planning and visualize why should people listen to you regarding Comparison shopping website.
– Where do ideas that reach policy makers and planners as proposals for Help Desk Support strengthening and reform actually originate?
– Think of your Help Desk Support project. what are the main functions?
– What are the business goals Help Desk Support is aiming to achieve?
Computer configuration Critical Criteria:
Air ideas re Computer configuration engagements and modify and define the unique characteristics of interactive Computer configuration projects.
– What management system can we use to leverage the Help Desk Support experience, ideas, and concerns of the people closest to the work to be done?
– Have you identified your Help Desk Support key performance indicators?
– What are the Essentials of Internal Help Desk Support Management?
Computer network Critical Criteria:
Guard Computer network projects and use obstacles to break out of ruts.
– What tools do you use once you have decided on a Help Desk Support strategy and more importantly how do you choose?
– Who will be responsible for deciding whether Help Desk Support goes ahead or not after the initial investigations?
– Is the illegal entry into a private computer network a crime in your country?
– Do you monitor the effectiveness of your Help Desk Support activities?
Computer peripheral Critical Criteria:
Chat re Computer peripheral visions and simulate teachings and consultations on quality process improvement of Computer peripheral.
– Do several people in different organizational units assist with the Help Desk Support process?
– What role does communication play in the success or failure of a Help Desk Support project?
– Who will be responsible for documenting the Help Desk Support requirements in detail?
Computer security Critical Criteria:
Cut a stake in Computer security leadership and transcribe Computer security as tomorrows backbone for success.
– Does your company provide end-user training to all employees on Cybersecurity, either as part of general staff training or specifically on the topic of computer security and company policy?
– Will the selection of a particular product limit the future choices of other computer security or operational modifications and improvements?
– Who is responsible for ensuring appropriate resources (time, people and money) are allocated to Help Desk Support?
– Does Help Desk Support systematically track and analyze outcomes for accountability and quality improvement?
Customer service Critical Criteria:
Scan Customer service management and get out your magnifying glass.
– Considering a small independently-owned business and large company that both provide excellent Customer Service – which type of company are you willing to spend more with?
– Why would potential clients outsource their business to us if they can perform the same level of Customer Service in house?
– How many attempts do you make before you reach the correct person (e.g., number of phone transfers, e-mail forwards, etc.)?
– What types of things or attributes are customers likely to consider as being part of your overall package?
– Staff: what kind of qualities would staff members who deliver stellar Customer Service possess?
– What are the three most important things we need to focus on to improve Customer Service?
– What are some considerations for improving communication in a diverse environment?
– CRM and Customer Service: Strategic Asset or Corporate Overhead?
– Is local, toll-free or collect-call phone access available 24/7?
– Do we Bring energy and enthusiasm to every customer encounter?
– Customer Service: How can social CRM improve service quality?
– How should you approach clients verbally and nonverbally?
– What systems and procedures do we have in place?
– Are clients delighted to do business with you?
– What is the percentage of calls you transfer?
– Are our messages friendly and respectful?
– How can Customer Service be improved?
Desktop computer Critical Criteria:
Paraphrase Desktop computer strategies and learn.
Digital distribution Critical Criteria:
Demonstrate Digital distribution tactics and display thorough understanding of the Digital distribution process.
End user Critical Criteria:
Pilot End user projects and figure out ways to motivate other End user users.
– Time to market improvements. Will the move to cloud computing shorten the time it takes to deliver functional enhancements to end users?
– Does the calibration lab or calibration contractor provide the end user notification of any out of tolerance conditions?
– How do the end users of cloud computing know that their information is not having any availability and security issues?
– What is the total cost related to deploying Help Desk Support, including any consulting or professional services?
– From the end users eyes, is it possible for the change to have a major impact on services if problems occur?
– Will the move to cloud computing shorten the time it takes to deliver functional enhancements to end users?
– How does the vendor handle software and hardware maintenance, end user support, and maintenance agreements?
– How do we ensure that implementations of Help Desk Support products are done in a way that ensures safety?
– Will the change have only minimal or no impact on services provided to the end users if a problem occurs?
– Will the change have only minor impact on services provided to the end users if problems occur?
– Is the change needed to restore immediate service to the end user?
– Will the change be visible only to a small group of end users?
– Will the change be visible to a large number of end users?
– How significant is the improvement in the eyes of the end user?
– Can all end user classes be identified?
– Is the change visible to all end users?
Enterprise software Critical Criteria:
Align Enterprise software visions and give examples utilizing a core of simple Enterprise software skills.
– What do you think the world of enterprise software delivery will look like in ten to fifteen years (take into account practices, technology, and user experience)?
– What are your most important goals for the strategic Help Desk Support objectives?
– Is your LMS integrated to your current enterprise software?
Erlang unit Critical Criteria:
Revitalize Erlang unit outcomes and correct Erlang unit management by competencies.
– How will we insure seamless interoperability of Help Desk Support moving forward?
Fax machines Critical Criteria:
Brainstorm over Fax machines engagements and gather practices for scaling Fax machines.
– Record-keeping requirements flow from the records needed as inputs, outputs, controls and for transformation of a Help Desk Support process. ask yourself: are the records needed as inputs to the Help Desk Support process available?
– What are our best practices for minimizing Help Desk Support project risk, while demonstrating incremental value and quick wins throughout the Help Desk Support project lifecycle?
Flower delivery Critical Criteria:
Add value to Flower delivery quality and catalog what business benefits will Flower delivery goals deliver if achieved.
– What are your results for key measures or indicators of the accomplishment of your Help Desk Support strategy and action plans, including building and strengthening core competencies?
Help desk software Critical Criteria:
Deliberate Help desk software visions and customize techniques for implementing Help desk software controls.
– Do we monitor the Help Desk Support decisions made and fine tune them as they evolve?
– Are assumptions made in Help Desk Support stated explicitly?
Information technology Critical Criteria:
Conceptualize Information technology leadership and improve Information technology service perception.
– Does your company have defined information technology risk performance metrics that are monitored and reported to management on a regular basis?
– Do the response plans address damage assessment, site restoration, payroll, Human Resources, information technology, and administrative support?
– If a survey was done with asking organizations; Is there a line between your information technology department and your information security department?
– How does new information technology come to be applied and diffused among firms?
– The difference between data/information and information technology (it)?
– When do you ask for help from Information Technology (IT)?
– Are there Help Desk Support Models?
Issue tracking system Critical Criteria:
Guard Issue tracking system quality and define what do we need to start doing with Issue tracking system.
– For your Help Desk Support project, identify and describe the business environment. is there more than one layer to the business environment?
– What vendors make products that address the Help Desk Support needs?
– What are the barriers to increased Help Desk Support production?
Knowledge base Critical Criteria:
Review Knowledge base risks and inform on and uncover unspoken needs and breakthrough Knowledge base results.
– Do we support the certified Cybersecurity professional and cyber-informed operations and engineering professionals with advanced problem-solving tools, communities of practice, canonical knowledge bases, and other performance support tools?
– Will new equipment/products be required to facilitate Help Desk Support delivery for example is new software needed?
– Is Help Desk Support Realistic, or are you setting yourself up for failure?
– Can specialized social networks replace learning management systems?
– Are there recognized Help Desk Support problems?
Mobile commerce Critical Criteria:
Check Mobile commerce outcomes and frame using storytelling to create more compelling Mobile commerce projects.
– What are your key performance measures or indicators and in-process measures for the control and improvement of your Help Desk Support processes?
– What will be the consequences to the business (financial, reputation etc) if Help Desk Support does not go ahead or fails to deliver the objectives?
– Do Help Desk Support rules make a reasonable demand on a users capabilities?
Mobile payment Critical Criteria:
Confer over Mobile payment projects and get answers.
– How does the organization define, manage, and improve its Help Desk Support processes?
– Which individuals, teams or departments will be involved in Help Desk Support?
– What killer use cases in mobile payments have not been considered?
– Who will provide the final approval of Help Desk Support deliverables?
– Will mobile payments ever replace credit cards?
Mobile ticketing Critical Criteria:
Generalize Mobile ticketing goals and create a map for yourself.
– Think about the people you identified for your Help Desk Support project and the project responsibilities you would assign to them. what kind of training do you think they would need to perform these responsibilities effectively?
– Marketing budgets are tighter, consumers are more skeptical, and social media has changed forever the way we talk about Help Desk Support. How do we gain traction?
– What are current Help Desk Support Paradigms?
Online advertising Critical Criteria:
Look at Online advertising engagements and observe effective Online advertising.
– Think about the kind of project structure that would be appropriate for your Help Desk Support project. should it be formal and complex, or can it be less formal and relatively simple?
– When a Help Desk Support manager recognizes a problem, what options are available?
– How will you know that the Help Desk Support project has been successful?
Online auction Critical Criteria:
Confer over Online auction adoptions and catalog what business benefits will Online auction goals deliver if achieved.
– Can we do Help Desk Support without complex (expensive) analysis?
– How is the value delivered by Help Desk Support being measured?
– What threat is Help Desk Support addressing?
Online banking Critical Criteria:
Learn from Online banking issues and inform on and uncover unspoken needs and breakthrough Online banking results.
– What are our needs in relation to Help Desk Support skills, labor, equipment, and markets?
– How do mission and objectives affect the Help Desk Support processes of our organization?
– Is Supporting Help Desk Support documentation required?
Online chat Critical Criteria:
Chat re Online chat engagements and know what your objective is.
– What kinds of support services (e.g., via e-mail, phone calls, online chat) does the provider offer to its customers and in which languages?
– What alternatives do the vendors offer for contacting technical support (e.g., email, telephone, online chat, and web-based reporting)?
Online food ordering Critical Criteria:
Jump start Online food ordering adoptions and report on setting up Online food ordering without losing ground.
– What is the purpose of Help Desk Support in relation to the mission?
Online grocer Critical Criteria:
Review Online grocer issues and customize techniques for implementing Online grocer controls.
– How to deal with Help Desk Support Changes?
Online pharmacy Critical Criteria:
Face Online pharmacy risks and create Online pharmacy explanations for all managers.
– What are internal and external Help Desk Support relations?
– Is a Help Desk Support Team Work effort in place?
Online trading community Critical Criteria:
Drive Online trading community results and sort Online trading community activities.
– How can you negotiate Help Desk Support successfully with a stubborn boss, an irate client, or a deceitful coworker?
– Does Help Desk Support analysis isolate the fundamental causes of problems?
Online wallet Critical Criteria:
Accelerate Online wallet decisions and intervene in Online wallet processes and leadership.
– Can Management personnel recognize the monetary benefit of Help Desk Support?
Personal digital assistant Critical Criteria:
Brainstorm over Personal digital assistant results and get out your magnifying glass.
– What support does the IT Security product provide for laptops/notebooks, personal digital assistants (PDA), and IP-based phones?
– What prevents me from making the changes I know will make me a more effective Help Desk Support leader?
Point of contact Critical Criteria:
Refer to Point of contact outcomes and forecast involvement of future Point of contact projects in development.
– Do we have past Help Desk Support Successes?
Private branch exchange Critical Criteria:
Give examples of Private branch exchange projects and gather practices for scaling Private branch exchange.
Queue area Critical Criteria:
Explore Queue area governance and finalize specific methods for Queue area acceptance.
– Does our organization need more Help Desk Support education?
– Are we Assessing Help Desk Support and Risk?
Remote Assistance Software Critical Criteria:
Conceptualize Remote Assistance Software visions and assess what counts with Remote Assistance Software that we are not counting.
– What other jobs or tasks affect the performance of the steps in the Help Desk Support process?
Social commerce Critical Criteria:
Huddle over Social commerce projects and do something to it.
– What are the success criteria that will indicate that Help Desk Support objectives have been met and the benefits delivered?
Software bug Critical Criteria:
Wrangle Software bug visions and budget the knowledge transfer for any interested in Software bug.
Streaming media Critical Criteria:
Grade Streaming media decisions and describe which business rules are needed as Streaming media interface.
Support automation Critical Criteria:
Confer over Support automation governance and find out.
Technical support Critical Criteria:
Deliberate Technical support management and drive action.
– If technical support services are included, what is the vendors commitment to timely response?
– What are the Key enablers to make this Help Desk Support move?
Travel website Critical Criteria:
Pilot Travel website management and research ways can we become the Travel website company that would put us out of business.
This quick readiness checklist is a selected resource to help you move forward. Learn more about how to achieve comprehensive insights with the Help Desk Support Self Assessment:
Author: Gerard Blokdijk
CEO at The Art of Service | theartofservice.com
Gerard is the CEO at The Art of Service. He has been providing information technology insights, talks, tools and products to organizations in a wide range of industries for over 25 years. Gerard is a widely recognized and respected information expert. Gerard founded The Art of Service consulting business in 2000. Gerard has authored numerous published books to date.
To address the criteria in this checklist, these selected resources are provided for sources of further research and information:
Help desk External links:
ND University System Help Desk | NDUS CTS
Help Desk – Helpdesk Software Login
Application software External links:
Title application software Free Download for Windows
wiTECH Diagnostic Application Software Download – …
Automatic call distributor External links:
What is an Automatic Call Distributor (ACD)? | Talkdesk
Call board External links:
How it Works « One Call Board of Texas
FAQs « One Call Board of Texas
Hero’s Call Board – Object – World of Warcraft
Call center External links:
SunPass Call Center Hours of Operation
Call centre External links:
i24 Call Management Solutions – Canadian Bilingual Call Centre
Call Centre Software | Cloud Contact Centre | Five9
Call Centre and Customer Service Jobs Cork, Ireland
Comparison of help desk issue tracking software External links:
Comparison of Help Desk Issue Tracking Software – …
Comparison of issue tracking systems External links:
Comparison of issue tracking systems – GitHub
Comparison shopping website External links:
Best Comparison Shopping Website – …
Computer configuration External links:
Computer Configuration Check – Tribridge
Computer network External links:
What is a Computer Network? Webopedia Definition
Computer network (eBook, 2009) [WorldCat.org]
Computer peripheral External links:
Computer security External links:
Report a Computer Security Vulnerability – TechNet …
Naked Security – Computer Security News, Advice and …
Computer Security | Consumer Information
Customer service External links:
Customer Service | Progressive
Customer Service Center – Washington Gas eService …
Bank of America Customer Service
Desktop computer External links:
Acer Desktop Computer Aspire ATC-780A-UR12 Intel …
Digital distribution External links:
Record Union – Digital distribution & artist opportunities
Digital Distribution to World’s Largest VOD Platforms
End user External links:
UI updates for Intune end user apps | Microsoft Docs
End User License Agreement
[PDF]AP-197 Dyed Diesel Fuel End User Signed Statement …
Enterprise software External links:
Cloud Enterprise Software Specialized by Industry | Infor
Kadince – Enterprise software for financial institutions
Fax machines External links:
Small Business Fax Machines | Solutions – Brother
Fax Machines at Office Depot OfficeMax
Fax Machines – Sam’s Club
Flower delivery External links:
Flower Delivery – Send Flowers | Just Flowers
Help desk software External links:
Customer Support Software, B2B Software, Help Desk Software
Information technology External links:
OHIO: Office of Information Technology |About Email
Umail | University Information Technology Services
Rebelmail | UNLV Office of Information Technology (OIT)
Issue tracking system External links:
System Dashboard – Kapsch Software Issue Tracking System
Log in – MicroPact Issue Tracking System
issue tracking system – Wiktionary
Knowledge base External links:
Indiana University – IU Knowledge Base
Carbonite Support Knowledge Base
Mobile commerce External links:
Mobile Commerce – Investopedia
ReplyBuy | Mobile Commerce + Marketing Automation
The Fastest Mobile Commerce Platform | PredictSpring
Mobile payment External links:
Mobile Payment Solutions by EMSPlus | Lowest 2.25% …
Mobile ticketing External links:
Mobile ticketing is the process whereby customers can order, pay for, obtain and/or validate tickets using mobile phones or other mobile handsets. Mobile tickets reduce the production and distribution costs connected with traditional paper-based ticketing channels and increase customer convenience by providing new and simple ways to purchase tickets.
Mobile Ticketing | Golden State Warriors
SEPTA | Mobile Ticketing Pilot Project
Online advertising External links:
Denver Online Advertising Agency | Booyah
Online auction External links:
Biddergy – Worldwide Online Auction and Liquidation Services
Online banking External links:
New York Community Bank | Online Banking | Sign In | User ID
TD Bank Online Banking
myBranch Online Banking Log In | Security Service
Online chat External links:
Free Online Chat Rooms – Wireclub
Online Chat Transcripts | GEHA
Contact HP – Online chat options | HP® Official Site
Online food ordering External links:
Online Food Ordering
Online food ordering system Essay Example for Free
Online grocer External links:
Hy-Vee Aisles Online Grocery Shopping
Safeway – Groceries Online | Online Grocery Delivery
Online pharmacy External links:
Cialis Ireland Online Pharmacy | 365PillsOnline
Thailand Online Pharmacy | BestPrice!
Online trading community External links:
Online Trading Community – Home | Facebook
Online wallet External links:
OTTOCOIN dot Cash – OTC Online Wallet
MyNXT – NXT Online Wallet Evolved
Personal digital assistant External links:
Evaluation of Personal Digital Assistant Software for Drug
Point of contact External links:
Signature Bank | A Single Point Of Contact
Site Point of Contact Portal
State Single Point of Contact (SPOC) | opgs
Private branch exchange External links:
About the Symantec Private Branch Exchange
PBX (private branch exchange) – Gartner IT Glossary
PBX (Private Branch eXchange) – The Tech-FAQ
Queue area External links:
How to resolve a 4407 error status on the queue area.
Queue area – definition of Queue area by The Free Dictionary
Local System Queue Area – TheFreeDictionary
Remote Assistance Software External links:
Remote Assistance Software Download | iApproach
Remote Assistance Software for IT Support – Free Account
Social commerce External links:
Social Commerce And Retailer Benefits – Business Insider
Social Commerce Software – Social Media Integration …
Software bug External links:
Apple fixes software bug in iPhone 6 – Sep. 26, 2014
What’s the Worst Software Bug in History? | Laserfiche
Software bug forced Nest thermostats offline – Engadget
Streaming media External links:
Streaming media player boxes | Komando.com
Streaming Media Services – technet.microsoft.com
Streaming Media Players – Staples.com
Support automation External links:
Ada — Support automation made simple
Hyphen — Customer Support automation
Technical support External links:
QIES Technical Support Office – Welcome
ASISTS | Adult Student Information System & Technical Support
Kaspersky Lab Technical Support