ARTICLES
Quality Measures and the Help Desk
An abstract idea remains abstract until it is successfully quantified. Defining
quality and understanding its role is always subject to interpretation,
resulting in the need to measure the effect of quality practices. The approach
may appear superficial, but review the results...
Developing Support Team Skills
Increasingly the support center is becoming a vital area in the office
environment. In crisis situations the first call made is usually to the support
center. Even in the smallest of organizations the role of the support analyst,
also know as the computer expert, is a well defined entity. The support analysts
are the ones that we count on to recover lost documents, revive dead computers,
import/export files, and to provide crucial reports for presentations. A growing
expectation is to have reliable and knowledgeable people in the analysts role, a
benefit to every organization...
Documenting the Help Desk Contribution to the
Organization
When the phone stops ringing, we may find time to reflect on the position of the
help desk in the organization and its continuing contribution to an
organization's success...
Tips for determining Help Desk staffing levels - Not a clear-cut formula, but tips to help you make adjustments from the standard ratio.
