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 183 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:
Interpolate Help Desk Support visions and inform on and uncover unspoken needs and breakthrough Help Desk Support results.
– What prevents me from making the changes I know will make me a more effective Help Desk Support leader?
– Who are the people involved in developing and implementing Help Desk Support?
– What is our formula for success in Help Desk Support ?
Help desk Critical Criteria:
Generalize Help desk failures and arbitrate Help desk techniques that enhance teamwork and productivity.
– 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)?
– What is the total cost related to deploying Help Desk Support, including any consulting or professional services?
– What are the top 3 things at the forefront of our Help Desk Support agendas for the next 3 years?
– 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?
– 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?
– Are there recognized Help Desk Support problems?
Application software Critical Criteria:
Group Application software goals and overcome Application software skills and management ineffectiveness.
– Consider your own Help Desk Support project. what types of organizational problems do you think might be causing or affecting your problem, based on the work done so far?
– How do you manage the new access devices using their own new application software?
– How will we insure seamless interoperability of Help Desk Support moving forward?
– Is the process effectively supported by the legacy application software?
Automatic call distributor Critical Criteria:
Contribute to Automatic call distributor results and assess what counts with Automatic call distributor that we are not counting.
– Are we making progress? and are we making progress as Help Desk Support leaders?
– What are the Essentials of Internal Help Desk Support Management?
– How much does Help Desk Support help?
Call board Critical Criteria:
Have a session on Call board projects and catalog what business benefits will Call board goals deliver if achieved.
– 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?
– At what point will vulnerability assessments be performed once Help Desk Support is put into production (e.g., ongoing Risk Management after implementation)?
– What is the source of the strategies for Help Desk Support strengthening and reform?
Call center Critical Criteria:
Brainstorm over Call center planning and diversify disclosure of information – dealing with confidential Call center information.
– 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?
– Does Help Desk Support analysis show the relationships among important Help Desk Support factors?
– Is maximizing Help Desk Support protection the same as minimizing Help Desk Support loss?
– 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?
– 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:
Discuss Call centre governance and modify and define the unique characteristics of interactive Call centre projects.
– Who will be responsible for deciding whether Help Desk Support goes ahead or not after the initial investigations?
– What other jobs or tasks affect the performance of the steps in the Help Desk Support process?
Comparison of help desk issue tracking software Critical Criteria:
Systematize Comparison of help desk issue tracking software governance and get out your magnifying glass.
– Do we monitor the Help Desk Support decisions made and fine tune them as they evolve?
– What are current Help Desk Support Paradigms?
Comparison of issue tracking systems Critical Criteria:
X-ray Comparison of issue tracking systems visions and grade techniques for implementing Comparison of issue tracking systems controls.
– How can you measure Help Desk Support in a systematic way?
Comparison shopping website Critical Criteria:
Guard Comparison shopping website risks and look for lots of ideas.
– When a Help Desk Support manager recognizes a problem, what options are available?
– What are the Key enablers to make this Help Desk Support move?
Computer configuration Critical Criteria:
Investigate Computer configuration failures and revise understanding of Computer configuration architectures.
– Do we cover the five essential competencies-Communication, Collaboration,Innovation, Adaptability, and Leadership that improve an organizations ability to leverage the new Help Desk Support in a volatile global economy?
– What are your key performance measures or indicators and in-process measures for the control and improvement of your Help Desk Support processes?
– How would one define Help Desk Support leadership?
Computer network Critical Criteria:
Align Computer network engagements and change contexts.
– What are the key elements of your Help Desk Support performance improvement system, including your evaluation, organizational learning, and innovation processes?
– Where do ideas that reach policy makers and planners as proposals for Help Desk Support strengthening and reform actually originate?
– Is the illegal entry into a private computer network a crime in your country?
– Who will be responsible for documenting the Help Desk Support requirements in detail?
Computer peripheral Critical Criteria:
Familiarize yourself with Computer peripheral leadership and overcome Computer peripheral skills and management ineffectiveness.
– 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?
– Are there any disadvantages to implementing Help Desk Support? There might be some that are less obvious?
– Is Help Desk Support dependent on the successful delivery of a current project?
Computer security Critical Criteria:
Review Computer security visions and find out.
– 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?
– What are your most important goals for the strategic Help Desk Support objectives?
– Have you identified your Help Desk Support key performance indicators?
– Is Help Desk Support Required?
Customer service Critical Criteria:
Have a meeting on Customer service leadership and devise Customer service key steps.
– Do we Make sure to ask about our vendors customer satisfaction rating and references in our particular industry. If the vendor does not know its own rating, it may be a red flag that youre dealing with a company that does not put Customer Service at the forefront. How would a company know what to improve if it had no idea what areas customers felt were lacking?
– Why would potential clients outsource their business to us if they can perform the same level of Customer Service in house?
– When you contact a Customer Service center by phone, what is the maximum amount of time you are willing to wait on hold?
– Management: what qualities would a manager who is focused on outstanding Customer Service possess?
– What are acceptable techniques for directing a customer to the Customer Service department?
– Do customers receive the same service from each place/site within your organization?
– How do we handle a situation where a customer wants something that we do not offer?
– What do you do when you loose your temper with a Customer Service professional?
– Who are your best and worst customers to deal with and why?
– How should you approach clients verbally and nonverbally?
– Why should the customer be interested in your problems?
– How does your organization categorise its customers?
– Are there any gaps in or problems with the system?
– Do we Turn service problems into opportunities?
– How do we fit in the Customer Service wheel?
– What Does Marketing Have To Do With It?
– How would you define Customer Service?
– What is Effective Customer Service?
– Who are your external customers?
– What information do you need?
Desktop computer Critical Criteria:
Have a meeting on Desktop computer tactics and achieve a single Desktop computer view and bringing data together.
– Will new equipment/products be required to facilitate Help Desk Support delivery for example is new software needed?
– How is the value delivered by Help Desk Support being measured?
– What are the long-term Help Desk Support goals?
Digital distribution Critical Criteria:
Win new insights about Digital distribution results and oversee implementation of Digital distribution.
– How will you know that the Help Desk Support project has been successful?
End user Critical Criteria:
Rank End user risks and gather practices for scaling End user.
– 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 are the success criteria that will indicate that Help Desk Support objectives have been met and the benefits delivered?
– From the end users eyes, is it possible for the change to have a major impact on services if problems occur?
– How does the vendor handle software and hardware maintenance, end user support, and maintenance agreements?
– Will the move to cloud computing shorten the time it takes to deliver functional enhancements to end users?
– 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 potential environmental factors impact the Help Desk Support effort?
– 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:
Pay attention to Enterprise software management and be persistent.
– 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?
– 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 our needs in relation to Help Desk Support skills, labor, equipment, and markets?
– What business benefits will Help Desk Support goals deliver if achieved?
– Is your LMS integrated to your current enterprise software?
Erlang unit Critical Criteria:
Rank Erlang unit results and check on ways to get started with Erlang unit.
– Who is responsible for ensuring appropriate resources (time, people and money) are allocated to Help Desk Support?
– Do several people in different organizational units assist with the Help Desk Support process?
– Do the Help Desk Support decisions we make today help people and the planet tomorrow?
Fax machines Critical Criteria:
Reason over Fax machines risks and explain and analyze the challenges of Fax machines.
– What other organizational variables, such as reward systems or communication systems, affect the performance of this Help Desk Support process?
– Do we all define Help Desk Support in the same way?
Flower delivery Critical Criteria:
Accelerate Flower delivery quality and grade techniques for implementing Flower delivery controls.
– Will Help Desk Support have an impact on current business continuity, disaster recovery processes and/or infrastructure?
Help desk software Critical Criteria:
Administer Help desk software strategies and report on developing an effective Help desk software strategy.
– Risk factors: what are the characteristics of Help Desk Support that make it risky?
– Have the types of risks that may impact Help Desk Support been identified and analyzed?
Information technology Critical Criteria:
Pay attention to Information technology planning and arbitrate Information technology techniques that enhance teamwork and productivity.
– Do the response plans address damage assessment, site restoration, payroll, Human Resources, information technology, and administrative support?
– Does your company have defined information technology risk performance metrics that are monitored and reported to management on a regular basis?
– If a survey was done with asking organizations; Is there a line between your information technology department and your information security department?
– What tools do you use once you have decided on a Help Desk Support strategy and more importantly how do you choose?
– How does new information technology come to be applied and diffused among firms?
– The difference between data/information and information technology (it)?
– Does the Help Desk Support task fit the clients priorities?
– When do you ask for help from Information Technology (IT)?
Issue tracking system Critical Criteria:
Chart Issue tracking system risks and ask questions.
– How do we make it meaningful in connecting Help Desk Support with what users do day-to-day?
– Why is Help Desk Support important for you now?
– Why are Help Desk Support skills important?
Knowledge base Critical Criteria:
Detail Knowledge base leadership and define what do we need to start doing with Knowledge base.
– 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?
– What sources do you use to gather information for a Help Desk Support study?
– Can specialized social networks replace learning management systems?
– Do we have past Help Desk Support Successes?
Mobile commerce Critical Criteria:
Apply Mobile commerce engagements and mentor Mobile commerce customer orientation.
– What is Effective Help Desk Support?
– How to Secure Help Desk Support?
Mobile payment Critical Criteria:
Analyze Mobile payment results and remodel and develop an effective Mobile payment strategy.
– What killer use cases in mobile payments have not been considered?
– Are assumptions made in Help Desk Support stated explicitly?
– Will mobile payments ever replace credit cards?
Mobile ticketing Critical Criteria:
Tête-à-tête about Mobile ticketing management and learn.
Online advertising Critical Criteria:
Chart Online advertising issues and reinforce and communicate particularly sensitive Online advertising decisions.
– Can we add value to the current Help Desk Support decision-making process (largely qualitative) by incorporating uncertainty modeling (more quantitative)?
– Who needs to know about Help Desk Support ?
Online auction Critical Criteria:
Define Online auction results and observe effective Online auction.
– 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?
– Does Help Desk Support create potential expectations in other areas that need to be recognized and considered?
Online banking Critical Criteria:
Analyze Online banking leadership and interpret which customers can’t participate in Online banking because they lack skills.
– What knowledge, skills and characteristics mark a good Help Desk Support project manager?
Online chat Critical Criteria:
Own Online chat quality and probe using an integrated framework to make sure Online chat is getting what it needs.
– 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)?
– Are we Assessing Help Desk Support and Risk?
Online food ordering Critical Criteria:
Examine Online food ordering adoptions and pioneer acquisition of Online food ordering systems.
Online grocer Critical Criteria:
Recall Online grocer issues and document what potential Online grocer megatrends could make our business model obsolete.
– How do you determine the key elements that affect Help Desk Support workforce satisfaction? how are these elements determined for different workforce groups and segments?
– How do we manage Help Desk Support Knowledge Management (KM)?
Online pharmacy Critical Criteria:
Win new insights about Online pharmacy outcomes and use obstacles to break out of ruts.
– For your Help Desk Support project, identify and describe the business environment. is there more than one layer to the business environment?
– Is Help Desk Support Realistic, or are you setting yourself up for failure?
– Think of your Help Desk Support project. what are the main functions?
Online trading community Critical Criteria:
Value Online trading community projects and triple focus on important concepts of Online trading community relationship management.
– Think about the functions involved in your Help Desk Support project. what processes flow from these functions?
– Will Help Desk Support deliverables need to be tested and, if so, by whom?
– Does our organization need more Help Desk Support education?
Online wallet Critical Criteria:
Win new insights about Online wallet risks and correct better engagement with Online wallet results.
– Meeting the challenge: are missed Help Desk Support opportunities costing us money?
Personal digital assistant Critical Criteria:
Confer over Personal digital assistant results and report on setting up Personal digital assistant without losing ground.
– What support does the IT Security product provide for laptops/notebooks, personal digital assistants (PDA), and IP-based phones?
– How can skill-level changes improve Help Desk Support?
Point of contact Critical Criteria:
Examine Point of contact engagements and describe the risks of Point of contact sustainability.
– What tools and technologies are needed for a custom Help Desk Support project?
Private branch exchange Critical Criteria:
Focus on Private branch exchange leadership and perfect Private branch exchange conflict management.
– Do Help Desk Support rules make a reasonable demand on a users capabilities?
Queue area Critical Criteria:
Deduce Queue area planning and do something to it.
– What role does communication play in the success or failure of a Help Desk Support project?
– How do we Improve Help Desk Support service perception, and satisfaction?
Remote Assistance Software Critical Criteria:
Define Remote Assistance Software results and spearhead techniques for implementing Remote Assistance Software.
– To what extent does management recognize Help Desk Support as a tool to increase the results?
– Are there Help Desk Support Models?
Social commerce Critical Criteria:
Group Social commerce planning and look for lots of ideas.
– Who is the main stakeholder, with ultimate responsibility for driving Help Desk Support forward?
– Which Help Desk Support goals are the most important?
Software bug Critical Criteria:
Revitalize Software bug strategies and gather Software bug models .
– 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?
– How do we maintain Help Desk Supports Integrity?
Streaming media Critical Criteria:
Derive from Streaming media quality and sort Streaming media activities.
– what is the best design framework for Help Desk Support organization now that, in a post industrial-age if the top-down, command and control model is no longer relevant?
Support automation Critical Criteria:
Prioritize Support automation projects and change contexts.
Technical support Critical Criteria:
Analyze Technical support engagements and finalize the present value of growth of Technical support.
– If technical support services are included, what is the vendors commitment to timely response?
– Does Help Desk Support analysis isolate the fundamental causes of problems?
– What are the usability implications of Help Desk Support actions?
Travel website Critical Criteria:
Explore Travel website adoptions and oversee Travel website management by competencies.
– Among the Help Desk Support product and service cost to be estimated, which is considered hardest to estimate?
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 Support External links:
Help Desk Support Resume Example – The Balance
Help desk External links:
ND University System Help Desk | NDUS CTS
TruthFinder Help Desk: 24/7 Customer Help Available
Application software External links:
Title application software Free Download for Windows
Chapter 3 – Application Software
Automatic call distributor External links:
ACDnxt (Automatic Call Distributor)
Call board External links:
[PDF]ROLL CALL BOARD MEMBERS PRESENT: ALSO …
FAQs « One Call Board of Texas
[PDF]ROLL CALL BOARD MEMBERS PRESENT: ALSO …
Call center External links:
Call Center | Answering Service | Home Page
Call Center Outsourcing | Customer Experience
Alliance Communications | Answering Service | Call Center
Call centre External links:
i24 Call Management Solutions – Canadian Bilingual Call Centre
Call Centre Helper – Official Site
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
Computer configuration External links:
Computer Configuration Check – Tribridge
MTM Software – Detect Computer Configuration …
Computer network External links:
What is a Computer Network? Webopedia Definition
AngelCom – Business Computer Network Support
Computer Networks – Journal – Elsevier
Computer peripheral External links:
Starmax India – Computer Peripheral
Computer security External links:
GateKeeper – Computer Security Lock | Security for Laptops
UC San Diego Health System Computer Security
See shopping results for computer security
Customer service External links:
Capital One Customer Service | Contact Us
Entergy Online Customer Service Center
Customer Service – Fidelity Investments
Desktop computer External links:
Desktops / Desktop Computer Deals | HP® Official Store
desktop computer – Staples®
Digital distribution External links:
Woovit, a digital distribution platform
Alpha Pup Records – Digital Distribution
Record Union – Digital distribution & artist opportunities
End user External links:
CWPS End User Training Portal – Authentication Required
End User Opt Out | TUNE Marketing Console
UI updates for Intune end user apps | Microsoft Docs
Enterprise software External links:
Kadince – Enterprise software for financial institutions
Takeflite Airline Enterprise Software Solution – Takeflite
Provoke | Home | Enterprise Software Solutions
Fax machines External links:
Brother Fax Machines
Many fax machines pose ID theft risk – CBS News
Fax Machines at Office Depot OfficeMax
Flower delivery External links:
Allen’s Flowers – Same Day Flower Delivery
Send Flowers | Same Day Flower Delivery from Blooms Today
Ashland Addison Florist – Flower Delivery Service IL
Help desk software External links:
Ken Garff IT Department – Powered by Kayako Help Desk Software
Free Help Desk Software | Ticket & Service | Web Help Desk
SysAid Help Desk Software
Information technology External links:
Box @ IU | University Information Technology Services
OHIO: Office of Information Technology |About Email
Issue tracking system External links:
issue tracking system – Wiktionary
System Dashboard – Kapsch Software Issue Tracking System
MTAC Issue Tracking System (MITS) – USPS
Knowledge base External links:
Carbonite Support Knowledge Base
Welcome to the BroadCloud Knowledge Base
Constant Contact Knowledge Base
Mobile commerce External links:
Pixavo: Technology Powering Next Generation Mobile Commerce
ReplyBuy | Mobile Commerce + Marketing Automation
Mobile Commerce | Masterpass Digital Wallet | Mastercard
Mobile payment External links:
Why the U.S. Lags the World in Mobile Payments – TIME
Mobile Payment Solutions by EMSPlus | Lowest 2.25% …
Mobile ticketing External links:
Split Season Tickets | Mobile Ticketing App | Season Share
SEPTA | Mobile Ticketing Pilot Project
Mobile Ticketing – Moovel Transit
Online advertising External links:
NewFire Media | Online Advertising in Augusta GA
Wippl – Caribbean Online Advertising
Online auction External links:
Online banking External links:
Capital One Sign In – Access Personal Online Banking …
Bank of America | Online Banking | Sign In | Online ID
TD Bank Online Banking
Online chat External links:
The Restaurant Store Online Chat
Free Online Chat Rooms – Wireclub
Maryland Chat City | Maryland Online Chat Rooms Live
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:
Online pharmacy External links:
Canadian Healthcare Online Pharmacy | 1stDrugstore
Online trading community External links:
The Exchange | Questrade’s online trading community
Online Trading Community – Home | Facebook
Online wallet External links:
OTTOCOIN dot Cash – OTC Online Wallet
Personal digital assistant External links:
PALM PERSONAL DIGITAL ASSISTANT – GovDeals.com
Point of contact External links:
State Single Point of Contact (SPOC) | opgs
Point of Contact | CapitalSource
Signature Bank | A Single Point Of Contact
Private branch exchange External links:
About the Symantec Private Branch Exchange
Veritas Private Branch Exchange (PBX)
PBX (private branch exchange) – Gartner IT Glossary
Queue area External links:
Queue area – definition of Queue area by The Free Dictionary
Remote Assistance Software External links:
Eurocomp eSupport Remote Assistance Software
Eurocomp eSupport Remote Assistance Software
Social commerce External links:
HotProspects – A Global Social Commerce Platform
Smalltell – Social Commerce
What Customers Want From Social Commerce
Software bug External links:
ZyXEL to Issue Fix for LTE3301-Q222 Software Bug
iPad software bug fix? | Verizon Community
Apple fixes software bug in iPhone 6 – Sep. 26, 2014
Streaming media External links:
Streaming Media Services – technet.microsoft.com
OmniBox TV | The Largest Streaming Media In The World
Support automation External links:
Ada — Support automation made simple
Run-time error ‘430’: Class does not support Automation …
Support Automation and Insight Remote Support | HPE™
Technical support External links:
ASISTS | Adult Student Information System & Technical Support
Information Builders Technical Support Center
Life Fitness Technical Support – Welcome
Travel website External links:
Log In – Delta Professional Corporate Travel Website