What is involved in help desk
Find out what the related areas are that help desk 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 thinking-frame.
How far is your company on its help desk journey?
Take this short survey to gauge your organization’s progress toward help desk 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 related domains to cover and 194 essential critical questions to check off in that domain.
The following domains are covered:
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 Critical Criteria:
Nurse help desk tasks and separate what are the business goals help desk is aiming to achieve.
– 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)?
– How do we ensure that implementations of help desk products are done in a way that ensures safety?
– 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 do we know that any help desk analysis is complete and comprehensive?
– 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?
– 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?
– What is Effective help desk?
Application software Critical Criteria:
Judge Application software issues and get out your magnifying glass.
– How do you manage the new access devices using their own new application software?
– Is the process effectively supported by the legacy application software?
– What tools and technologies are needed for a custom help desk project?
– What threat is help desk addressing?
Automatic call distributor Critical Criteria:
Frame Automatic call distributor leadership and research ways can we become the Automatic call distributor company that would put us out of business.
– Which customers cant participate in our help desk domain because they lack skills, wealth, or convenient access to existing solutions?
– Why is it important to have senior management support for a help desk project?
– How much does help desk help?
Call board Critical Criteria:
Co-operate on Call board quality and achieve a single Call board view and bringing data together.
– What are our best practices for minimizing help desk project risk, while demonstrating incremental value and quick wins throughout the help desk project lifecycle?
– What is the source of the strategies for help desk strengthening and reform?
Call center Critical Criteria:
Distinguish Call center decisions and budget for Call center challenges.
– Think about the people you identified for your help desk 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?
– What proportion of Customer Service calls chats could present day AI technology resolve without assistance in principle?
– 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?
– How will you know that the help desk project has been successful?
– What are the issues of scaling Twitter for Customer Service?
– What are the pros and cons of outsourcing Customer Service?
– Can we do help desk without complex (expensive) analysis?
– 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:
Track Call centre failures and be persistent.
– How important is help desk to the user organizations mission?
– Are there help desk problems defined?
– Do we have past help desk Successes?
Comparison of help desk issue tracking software Critical Criteria:
Think about Comparison of help desk issue tracking software risks and define what do we need to start doing with Comparison of help desk issue tracking software.
– How can we incorporate support to ensure safe and effective use of help desk into the services that we provide?
– Does the help desk task fit the clients priorities?
Comparison of issue tracking systems Critical Criteria:
Pay attention to Comparison of issue tracking systems governance and oversee implementation of Comparison of issue tracking systems.
– Meeting the challenge: are missed help desk opportunities costing us money?
– Can Management personnel recognize the monetary benefit of help desk?
– What are the long-term help desk goals?
Comparison shopping website Critical Criteria:
Consider Comparison shopping website results and transcribe Comparison shopping website as tomorrows backbone for success.
– Marketing budgets are tighter, consumers are more skeptical, and social media has changed forever the way we talk about help desk. How do we gain traction?
– Among the help desk product and service cost to be estimated, which is considered hardest to estimate?
– How do we maintain help desks Integrity?
Computer configuration Critical Criteria:
Win new insights about Computer configuration strategies and define Computer configuration competency-based leadership.
– What are the record-keeping requirements of help desk activities?
Computer network Critical Criteria:
Drive Computer network results and give examples utilizing a core of simple Computer network skills.
– What are the top 3 things at the forefront of our help desk agendas for the next 3 years?
– Is the illegal entry into a private computer network a crime in your country?
– Are accountability and ownership for help desk clearly defined?
Computer peripheral Critical Criteria:
Refer to Computer peripheral strategies and suggest using storytelling to create more compelling Computer peripheral projects.
– What vendors make products that address the help desk needs?
– Will help desk deliverables need to be tested and, if so, by whom?
– How can we improve help desk?
Computer security Critical Criteria:
Exchange ideas about Computer security results and document what potential Computer security megatrends could make our business model obsolete.
– 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?
– Is there a help desk Communication plan covering who needs to get what information when?
– Does help desk analysis isolate the fundamental causes of problems?
– Why should we adopt a help desk framework?
Customer service Critical Criteria:
Rank Customer service planning and differentiate in coordinating Customer service.
– Customer Service What is the future of CRM with regards to Customer Service five years from now, What Technologies would affect it the most and what trends in Customer Service landscape would we see at that time?
– Have senior executives clearly identified and explained concerns regarding Customer Service issues and other change drivers, and emphasized that major improvements are imperative?
– The fine line in retaining a customer or developing a critic, often boils down to the right Customer Service strategy. how can we delight customers in every interaction?
– Why is Customer Service and helpdesks so undervalued given that this is a core part of branding and growth i e The head of the Service Desk is not a CxO level title?
– Do we offer the opportunity to provide feedback regarding a supervisors leadership skills. if so, do we find it valuable, and are they able to remain constructive?
– Do we do this…As you approach the front desk, the Customer Service professional is busy typing on a computer. after several seconds, he mumbles, yes?
– Ask yourself, what value-added Customer Service can I provide that will end with a big WOW from customers?
– Do we know what percentage of customers are likely to spend more if the Customer Service rep is helpful?
– What are acceptable techniques for directing a customer to the Customer Service department?
– And to what extent do your suppliers and subcontractors affect your overall package?
– Do we Greet our customer by asking questions like, hello, how may I help you?
– How often do you direct the caller to our web site?
– How Do You Know What customers Want and Need?
– Do clients enjoy doing business with you?
– Is it a pleasure to do business with you?
– Who is Responsible for Customer Service?
– How do you think your customers see you?
– Do we offer Superior Customer Service?
– Are staff friendly and helpful?
– What information do you need?
Desktop computer Critical Criteria:
Categorize Desktop computer results and question.
– Will new equipment/products be required to facilitate help desk delivery for example is new software needed?
– Have you identified your help desk key performance indicators?
– How do we manage help desk Knowledge Management (KM)?
Digital distribution Critical Criteria:
Collaborate on Digital distribution results and drive action.
– What are the Key enablers to make this help desk move?
– What are current help desk Paradigms?
End user Critical Criteria:
Face End user planning and test out new things.
– 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?
– 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?
– 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?
– What are your most important goals for the strategic help desk objectives?
– 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?
– Is the change visible to all end users?
– Can all end user classes be identified?
Enterprise software Critical Criteria:
Experiment with Enterprise software adoptions and assess what counts with Enterprise software that we are not counting.
– 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)?
– Who is the main stakeholder, with ultimate responsibility for driving help desk forward?
– Is your LMS integrated to your current enterprise software?
Erlang unit Critical Criteria:
Cut a stake in Erlang unit governance and develop and take control of the Erlang unit initiative.
– How do we make it meaningful in connecting help desk with what users do day-to-day?
– What sources do you use to gather information for a help desk study?
– How do we keep improving help desk?
Fax machines Critical Criteria:
Value Fax machines results and find the essential reading for Fax machines researchers.
– What are the key elements of your help desk performance improvement system, including your evaluation, organizational learning, and innovation processes?
– Who will provide the final approval of help desk deliverables?
– Are there recognized help desk problems?
Flower delivery Critical Criteria:
Experiment with Flower delivery tactics and summarize a clear Flower delivery focus.
– What potential environmental factors impact the help desk effort?
Help desk software Critical Criteria:
Conceptualize Help desk software management and visualize why should people listen to you regarding Help desk software.
– Will help desk have an impact on current business continuity, disaster recovery processes and/or infrastructure?
– What are the usability implications of help desk actions?
Information technology Critical Criteria:
Value Information technology decisions and pioneer acquisition of Information technology systems.
– Record-keeping requirements flow from the records needed as inputs, outputs, controls and for transformation of a help desk process. ask yourself: are the records needed as inputs to the help desk process available?
– 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?
– Do several people in different organizational units assist with the help desk process?
– 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)?
Issue tracking system Critical Criteria:
Tête-à-tête about Issue tracking system adoptions and innovate what needs to be done with Issue tracking system.
– What are the Essentials of Internal help desk Management?
– How can skill-level changes improve help desk?
Knowledge base Critical Criteria:
Examine Knowledge base adoptions and proactively manage Knowledge base risks.
– 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?
– A compounding model resolution with available relevant data can often provide insight towards a solution methodology; which help desk models, tools and techniques are necessary?
– Do we monitor the help desk decisions made and fine tune them as they evolve?
– Can specialized social networks replace learning management systems?
– Do help desk rules make a reasonable demand on a users capabilities?
Mobile commerce Critical Criteria:
Illustrate Mobile commerce visions and get answers.
– Are we Assessing help desk and Risk?
Mobile payment Critical Criteria:
Own Mobile payment projects and separate what are the business goals Mobile payment is aiming to achieve.
– To what extent does management recognize help desk as a tool to increase the results?
– When a help desk manager recognizes a problem, what options are available?
– What killer use cases in mobile payments have not been considered?
– Will mobile payments ever replace credit cards?
Mobile ticketing Critical Criteria:
Study Mobile ticketing results and find out what it really means.
– What may be the consequences for the performance of an organization if all stakeholders are not consulted regarding help desk?
– What prevents me from making the changes I know will make me a more effective help desk leader?
– What about help desk Analysis of results?
Online advertising Critical Criteria:
Gauge Online advertising visions and spearhead techniques for implementing Online advertising.
– Which individuals, teams or departments will be involved in help desk?
Online auction Critical Criteria:
Contribute to Online auction tasks and research ways can we become the Online auction company that would put us out of business.
– Do we aggressively reward and promote the people who have the biggest impact on creating excellent help desk services/products?
– How to Secure help desk?
Online banking Critical Criteria:
Extrapolate Online banking tasks and display thorough understanding of the Online banking process.
– What are your results for key measures or indicators of the accomplishment of your help desk strategy and action plans, including building and strengthening core competencies?
– Where do ideas that reach policy makers and planners as proposals for help desk strengthening and reform actually originate?
Online chat Critical Criteria:
Explore Online chat quality and suggest using storytelling to create more compelling Online chat projects.
– Can we add value to the current help desk decision-making process (largely qualitative) by incorporating uncertainty modeling (more quantitative)?
– 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)?
– What other jobs or tasks affect the performance of the steps in the help desk process?
– Does help desk analysis show the relationships among important help desk factors?
Online food ordering Critical Criteria:
Mine Online food ordering failures and optimize Online food ordering leadership as a key to advancement.
– What are your current levels and trends in key measures or indicators of help desk product and process performance that are important to and directly serve your customers? how do these results compare with the performance of your competitors and other organizations with similar offerings?
– How can you measure help desk in a systematic way?
Online grocer Critical Criteria:
Inquire about Online grocer tasks and handle a jump-start course to Online grocer.
– Do you monitor the effectiveness of your help desk activities?
– What are all of our help desk domains and what do they do?
Online pharmacy Critical Criteria:
Brainstorm over Online pharmacy leadership and diversify by understanding risks and leveraging Online pharmacy.
Online trading community Critical Criteria:
Wrangle Online trading community issues and don’t overlook the obvious.
– Does help desk systematically track and analyze outcomes for accountability and quality improvement?
Online wallet Critical Criteria:
Accumulate Online wallet quality and finalize the present value of growth of Online wallet.
– Have all basic functions of help desk been defined?
– How would one define help desk leadership?
Personal digital assistant Critical Criteria:
Check Personal digital assistant quality and get the big picture.
– Does help desk include applications and information with regulatory compliance significance (or other contractual conditions that must be formally complied with) in a new or unique manner for which no approved security requirements, templates or design models exist?
– What support does the IT Security product provide for laptops/notebooks, personal digital assistants (PDA), and IP-based phones?
– What is our formula for success in help desk ?
Point of contact Critical Criteria:
Jump start Point of contact governance and report on setting up Point of contact without losing ground.
– How do we Lead with help desk in Mind?
Private branch exchange Critical Criteria:
Face Private branch exchange quality and attract Private branch exchange skills.
– How will we insure seamless interoperability of help desk moving forward?
Queue area Critical Criteria:
Extrapolate Queue area strategies and raise human resource and employment practices for Queue area.
– How do you determine the key elements that affect help desk workforce satisfaction? how are these elements determined for different workforce groups and segments?
– Are we making progress? and are we making progress as help desk leaders?
– How is the value delivered by help desk being measured?
Remote Assistance Software Critical Criteria:
Accumulate Remote Assistance Software governance and learn.
– What other organizational variables, such as reward systems or communication systems, affect the performance of this help desk process?
– How can the value of help desk be defined?
Social commerce Critical Criteria:
Debate over Social commerce decisions and define Social commerce competency-based leadership.
– What are specific help desk Rules to follow?
Software bug Critical Criteria:
Confer re Software bug risks and create Software bug explanations for all managers.
– Who are the people involved in developing and implementing help desk?
Streaming media Critical Criteria:
Familiarize yourself with Streaming media outcomes and budget for Streaming media challenges.
– Have the types of risks that may impact help desk been identified and analyzed?
– What business benefits will help desk goals deliver if achieved?
Support automation Critical Criteria:
Depict Support automation leadership and create Support automation explanations for all managers.
– What role does communication play in the success or failure of a help desk project?
Technical support Critical Criteria:
Judge Technical support tactics and budget for Technical support challenges.
– If technical support services are included, what is the vendors commitment to timely response?
– How will you measure your help desk effectiveness?
Travel website Critical Criteria:
Look at Travel website outcomes and transcribe Travel website as tomorrows backbone for success.
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 Self Assessment:
Author: Gerard Blokdijk
CEO at The Art of Service | http://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:
Help Desk – Helpdesk Software Login
Application software External links:
Chapter 3 – Application Software
Title application software Free Download for Windows
Automatic call distributor External links:
ACDnxt (Automatic Call Distributor)
What is an Automatic Call Distributor (ACD)? | Talkdesk
Call board External links:
Board and Organization « One Call Board of Texas
[PDF]ROLL CALL BOARD MEMBERS PRESENT: ALSO …
FAQs « One Call Board of Texas
Call center External links:
Call Center | Answering Service | Home Page
WorkforceScheduling.com – call center workforce …
Call Center Outsourcing | Customer Experience
Call centre External links:
Datablazers Inc. | Your Trusted Data and Call Centre Partner
Call Centre Software | Cloud Contact Centre | Five9
i24 Call Management Solutions – Canadian Bilingual Call Centre
Comparison of issue tracking systems External links:
Comparison of issue tracking systems – GitHub
Computer configuration External links:
MTM Software – Detect Computer Configuration …
Computer Configurations – technet.microsoft.com
Computer Configuration Check – Tribridge
Computer network External links:
What is a Computer Network? Webopedia Definition
Computer Networks – Journal – Elsevier
15-1152.00 – Computer Network Support Specialists
Computer peripheral External links:
computer peripheral | Definition & Examples | Britannica.com
Computer security External links:
Naked Security – Computer Security News, Advice and …
See shopping results for computer security
GateKeeper – Computer Security Lock | Security for Laptops
Customer service External links:
Customer Service | Progressive
Entergy Online Customer Service Center
Customer Service – Equifax
Desktop computer External links:
HP PCs – Cannot Start Desktop Computer From a …
www.bhphotovideo.com › … › Desktop Computers
Download Skype for Desktop Computer | Skype
Digital distribution External links:
Woovit, a digital distribution platform
Record Union – Digital distribution & artist opportunities
Digital Distribution to World’s Largest VOD Platforms
End user External links:
End User License Agreement – PlayMaker
End User Opt Out | TUNE Marketing Console
Enterprise software External links:
Provoke | Home | Enterprise Software Solutions
Aspen Grove Solutions – Property Enterprise Software
Codete – Web, Mobile and Enterprise Software House
Fax machines External links:
Many fax machines pose ID theft risk – CBS News
Fax Machines at Office Depot OfficeMax
Brother Fax Machines
Flower delivery External links:
Same Day Flower Delivery | FromYouFlowers®
Send Flowers | Same Day Flower Delivery from Blooms Today
Flower Delivery – Send Flowers | Just Flowers
Help desk software External links:
Top 5 Help Desk Software – softwareadvice.com
http://Ad · www.softwareadvice.com/Help-Desk
Help Desk Software – Request a Free Live Demo Now
http://Ad · go.oracle.com/Cobrowsing/Demo
IT Help Desk Software – manageengine.com
http://Ad · www.manageengine.com/ServiceDeskPlus
Information technology External links:
IUanyWare | University Information Technology Services
Umail | University Information Technology Services
Issue tracking system External links:
System Dashboard – Lionbridge Issue Tracking System
issue tracking system – Wiktionary
System Dashboard – Kapsch Software Issue Tracking System
Knowledge base External links:
Home – Indiana Wesleyan University Support Knowledge Base
Knowledge Base for Precision Oncology
Welcome to the BroadCloud Knowledge Base
Mobile commerce External links:
ReplyBuy | Mobile Commerce + Marketing Automation
Ready for Next – Mobile Commerce – CyberSource
ActionX: We Drive Mobile Commerce | Mobile Retargeting
Mobile payment External links:
Mobile Payment Site – weber.edu
Mobile Payment (eBook, 2013) [WorldCat.org]
MOBILE PAYMENT – WIRECARD: Reinventing Payment
Mobile ticketing External links:
http://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
Online advertising External links:
Wippl – Caribbean Online Advertising
Online Advertising Marketplace | AdClerks
VELOCITY – Web Design Company | Online Advertising
Online auction External links:
Biddergy – Worldwide Online Auction and Liquidation Services
Bid Venues – Online Auction Company Covering the …
BIDRL.COM Online Auction Marketplace
Online banking External links:
TD Bank Online Banking
Huntington Online Banking Login | Huntington
Online Banking | Members 1st Federal Credit Union
Online chat External links:
Maryland Chat City | Maryland Online Chat Rooms Live
The Restaurant Store Online Chat
Fruzo – Social Network for Dating, Friends & Online Chat
Online food ordering External links:
Online food ordering system Essay Example for Free
Online Food Ordering and Delivery Script | Foodpanda Clone
Online grocer External links:
onlinegrocer.ca – Online Grocer – znwhois.com
Safeway – Groceries Online | Online Grocery Delivery
Online pharmacy External links:
Online Pharmacy Windsor Canada | 1stDrugstore
Online Pharmacy Review Course | 1stDrugstore – buplusa.org
Canada Online Pharmacy Tadalafil — RxBuy
Online trading community External links:
Online Trading Community – Home | Facebook
The Exchange | Questrade’s online trading community
WORLD’S LARGEST ONLINE TRADING COMMUNITY …
Online wallet External links:
OTTOCOIN dot Cash – OTC Online Wallet
MyNXT – NXT Online Wallet Evolved
Personal digital assistant External links:
PALM PERSONAL DIGITAL ASSISTANT – GovDeals.com
Point of contact External links:
Site Point of Contact Portal
Point of Contact | CapitalSource
One Point of Contact | The City of Portland, Oregon
Private branch exchange External links:
Private Branch Exchange System ‘s Opportunity – YouTube
PBX (private branch exchange) – Gartner IT Glossary
About the Symantec Private Branch Exchange
Queue area External links:
Queue area – definition of Queue area by The Free Dictionary
Social commerce External links:
Smalltell – Social Commerce
ModeFair – Exciting Social Commerce and Curated …
HotProspects – A Global Social Commerce Platform
Software bug External links:
iPad software bug fix? | Verizon Community
Software Bug Report – Formsite
ZyXEL to Issue Fix for LTE3301-Q222 Software Bug
Streaming media External links:
Streaming Media & Television | senate.ca.gov
Streaming Media Devices Design Guide | Microsoft Docs
Streaming Media Services – technet.microsoft.com
Support automation External links:
Helpdesk for Support Automation | Vtiger CRM
Run-time error ‘430’: Class does not support Automation …
Ada — Support automation made simple
Technical support External links:
I-CAR Repairability Technical Support Portal
Symantec Enterprise Technical Support
Information Builders Technical Support Center
Travel website External links:
TripSmarter.Com – The Travel Website of Destination …
Log In – Delta Professional Corporate Travel Website