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 185 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:
Systematize Help Desk Support adoptions and maintain Help Desk Support for success.
– What are your key performance measures or indicators and in-process measures for the control and improvement of your Help Desk Support processes?
– How do we Improve Help Desk Support service perception, and satisfaction?
– Who sets the Help Desk Support standards?
Help desk Critical Criteria:
Experiment with Help desk governance and correct better engagement with Help desk results.
– 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)?
– Are there any disadvantages to implementing Help Desk Support? There might be some that are less obvious?
– 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 will the offeror provide support through the help desk?
– Help desk password resets easily measured (specific number?
– Number of password problem help desk calls per month?
– How does the help desk authenticate callers?
– What are current Help Desk Support Paradigms?
– How to deal with Help Desk Support Changes?
Application software Critical Criteria:
Generalize Application software risks and display thorough understanding of the Application software process.
– What other jobs or tasks affect the performance of the steps in the Help Desk Support process?
– Is maximizing Help Desk Support protection the same as minimizing Help Desk Support loss?
– How do you manage the new access devices using their own new application software?
– Is the process effectively supported by the legacy application software?
– How do we maintain Help Desk Supports Integrity?
Automatic call distributor Critical Criteria:
Audit Automatic call distributor outcomes and document what potential Automatic call distributor megatrends could make our business model obsolete.
– 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?
– What are the barriers to increased Help Desk Support production?
– Are there Help Desk Support Models?
Call board Critical Criteria:
Merge Call board quality and diversify by understanding risks and leveraging Call board.
– Is Help Desk Support Realistic, or are you setting yourself up for failure?
– What are the short and long-term Help Desk Support goals?
– Are there Help Desk Support problems defined?
Call center Critical Criteria:
Collaborate on Call center decisions and spearhead techniques for implementing Call center.
– 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?
– In a project to restructure Help Desk Support outcomes, which stakeholders would you involve?
– 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?
– What are the Essentials of Internal Help Desk Support Management?
– Is social media the solution to bad Customer Service?
– Is Twitter an effective Customer Service tool?
– What are our Help Desk Support Processes?
Call centre Critical Criteria:
Facilitate Call centre decisions and stake your claim.
– 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 ensure that implementations of Help Desk Support products are done in a way that ensures safety?
Comparison of help desk issue tracking software Critical Criteria:
Administer Comparison of help desk issue tracking software issues and assess what counts with Comparison of help desk issue tracking software that we are not counting.
– Can we add value to the current Help Desk Support decision-making process (largely qualitative) by incorporating uncertainty modeling (more quantitative)?
– Will Help Desk Support have an impact on current business continuity, disaster recovery processes and/or infrastructure?
– How do we Identify specific Help Desk Support investment and emerging trends?
Comparison of issue tracking systems Critical Criteria:
Familiarize yourself with Comparison of issue tracking systems engagements and develop and take control of the Comparison of issue tracking systems initiative.
– What sources do you use to gather information for a Help Desk Support study?
– How do we manage Help Desk Support Knowledge Management (KM)?
– Who needs to know about Help Desk Support ?
Comparison shopping website Critical Criteria:
Talk about Comparison shopping website management and correct better engagement with Comparison shopping website results.
– What is the total cost related to deploying Help Desk Support, including any consulting or professional services?
– Are we making progress? and are we making progress as Help Desk Support leaders?
– What business benefits will Help Desk Support goals deliver if achieved?
Computer configuration Critical Criteria:
Consult on Computer configuration results and probe using an integrated framework to make sure Computer configuration is getting what it needs.
– How do we know that any Help Desk Support analysis is complete and comprehensive?
– Is Help Desk Support Required?
Computer network Critical Criteria:
Transcribe Computer network governance and look at the big picture.
– Who is responsible for ensuring appropriate resources (time, people and money) are allocated to Help Desk Support?
– Is the illegal entry into a private computer network a crime in your country?
– What are the Key enablers to make this Help Desk Support move?
– How can we improve Help Desk Support?
Computer peripheral Critical Criteria:
Talk about Computer peripheral results and modify and define the unique characteristics of interactive Computer peripheral projects.
– What about Help Desk Support Analysis of results?
Computer security Critical Criteria:
Illustrate Computer security leadership and handle a jump-start course to Computer security.
– 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?
Customer service Critical Criteria:
Analyze Customer service planning and clarify ways to gain access to competitive Customer service services.
– If you were to step back and look at the part of your organization you control, what components of a Customer Service program would you see?
– Why would potential clients outsource their business to us if they can perform the same level of Customer Service in house?
– What element(s) of interpersonal communications do you believe are the most important in a Customer Service environment?
– Management: what qualities would a manager who is focused on outstanding Customer Service possess?
– How can we effectively communicate with someone who has difficulty with the english language?
– Where do you send a call, e-mail, or correspondence if you do not know where they should go?
– Do you bypass the system and work around the unhelpful person in order to get the job done?
– Would suppliers classify your organization as being one of their best or worse customers?
– So what does all this mean for the role of Customer Service within the organization?
– If you left a message or sent an e-mail, how long was it before staff replied?
– Do you have any complaint filtering in operation within your organization?
– CRM and Customer Service: Strategic Asset or Corporate Overhead?
– Customer Service: How can social CRM improve service quality?
– Do we respond appropriately to Customer Service complaints?
– Do we Always ask Is there anything else I can do for you?
– How often do you direct the caller to our web site?
– Are there any gaps in or problems with the system?
– What do we mean by the term Customer Service ?
– How would you define attitude?
Desktop computer Critical Criteria:
Wrangle Desktop computer engagements and revise understanding of Desktop computer architectures.
Digital distribution Critical Criteria:
Chat re Digital distribution strategies and pay attention to the small things.
– 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 the top 3 things at the forefront of our Help Desk Support agendas for the next 3 years?
– What role does communication play in the success or failure of a Help Desk Support project?
End user Critical Criteria:
Track End user tasks and maintain End user for success.
– 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?
– 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 are our needs in relation to Help Desk Support skills, labor, equipment, and markets?
– 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?
– Who will provide the final approval of Help Desk Support deliverables?
– 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?
– Are we Assessing Help Desk Support and Risk?
Enterprise software Critical Criteria:
Explore Enterprise software management and probe the present value of growth of Enterprise software.
– 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)?
– Can Management personnel recognize the monetary benefit of Help Desk Support?
– Does our organization need more Help Desk Support education?
– Is your LMS integrated to your current enterprise software?
Erlang unit Critical Criteria:
Focus on Erlang unit decisions and slay a dragon.
– Do we aggressively reward and promote the people who have the biggest impact on creating excellent Help Desk Support services/products?
– What are specific Help Desk Support Rules to follow?
Fax machines Critical Criteria:
Examine Fax machines tactics and acquire concise Fax machines education.
– How do senior leaders actions reflect a commitment to the organizations Help Desk Support values?
– What are the usability implications of Help Desk Support actions?
Flower delivery Critical Criteria:
See the value of Flower delivery management and differentiate in coordinating Flower delivery.
– Which Help Desk Support goals are the most important?
Help desk software Critical Criteria:
Understand Help desk software risks and adjust implementation of Help desk software.
– What are the business goals Help Desk Support is aiming to achieve?
– What are internal and external Help Desk Support relations?
Information technology Critical Criteria:
Wrangle Information technology outcomes and develop and take control of the Information technology initiative.
– 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?
– To what extent does management recognize Help Desk Support as a tool to increase the results?
– Is the Help Desk Support organization completing tasks effectively and efficiently?
– 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)?
– What is our formula for success in Help Desk Support ?
Issue tracking system Critical Criteria:
Reorganize Issue tracking system risks and visualize why should people listen to you regarding Issue tracking system.
– 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?
– Are there recognized Help Desk Support problems?
Knowledge base Critical Criteria:
Drive Knowledge base management and probe the present value of growth of 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?
– How do your measurements capture actionable Help Desk Support information for use in exceeding your customers expectations and securing your customers engagement?
– Can specialized social networks replace learning management systems?
Mobile commerce Critical Criteria:
Check Mobile commerce projects and prioritize challenges of Mobile commerce.
– Do the Help Desk Support decisions we make today help people and the planet tomorrow?
– How will you measure your Help Desk Support effectiveness?
Mobile payment Critical Criteria:
Scrutinze Mobile payment tasks and correct Mobile payment management by competencies.
– 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?
– What are the key elements of your Help Desk Support performance improvement system, including your evaluation, organizational learning, and innovation processes?
– What killer use cases in mobile payments have not been considered?
– Will mobile payments ever replace credit cards?
Mobile ticketing Critical Criteria:
Administer Mobile ticketing tactics and ask questions.
Online advertising Critical Criteria:
Derive from Online advertising outcomes and ask questions.
– What tools and technologies are needed for a custom Help Desk Support project?
Online auction Critical Criteria:
Wrangle Online auction management and describe the risks of Online auction sustainability.
– Among the Help Desk Support product and service cost to be estimated, which is considered hardest to estimate?
Online banking Critical Criteria:
Own Online banking results and find answers.
– Who will be responsible for documenting the Help Desk Support requirements in detail?
– How do we go about Comparing Help Desk Support approaches/solutions?
Online chat Critical Criteria:
Transcribe Online chat planning and devote time assessing Online chat and its risk.
– 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)?
– How can we incorporate support to ensure safe and effective use of Help Desk Support into the services that we provide?
Online food ordering Critical Criteria:
Investigate Online food ordering results and catalog what business benefits will Online food ordering goals deliver if achieved.
– Where do ideas that reach policy makers and planners as proposals for Help Desk Support strengthening and reform actually originate?
– Will new equipment/products be required to facilitate Help Desk Support delivery for example is new software needed?
– Does the Help Desk Support task fit the clients priorities?
Online grocer Critical Criteria:
Conceptualize Online grocer management and balance specific methods for improving Online grocer results.
– What prevents me from making the changes I know will make me a more effective Help Desk Support leader?
– Why should we adopt a Help Desk Support framework?
– How do we go about Securing Help Desk Support?
Online pharmacy Critical Criteria:
Reconstruct Online pharmacy visions and arbitrate Online pharmacy techniques that enhance teamwork and productivity.
– Is there a Help Desk Support Communication plan covering who needs to get what information when?
Online trading community Critical Criteria:
Familiarize yourself with Online trading community issues and visualize why should people listen to you regarding Online trading community.
– What other organizational variables, such as reward systems or communication systems, affect the performance of this Help Desk Support process?
Online wallet Critical Criteria:
Probe Online wallet tasks and work towards be a leading Online wallet expert.
Personal digital assistant Critical Criteria:
Test Personal digital assistant issues and stake your claim.
– What support does the IT Security product provide for laptops/notebooks, personal digital assistants (PDA), and IP-based phones?
– What is the source of the strategies for Help Desk Support strengthening and reform?
Point of contact Critical Criteria:
Align Point of contact results and achieve a single Point of contact view and bringing data together.
– How to Secure Help Desk Support?
Private branch exchange Critical Criteria:
Participate in Private branch exchange governance and describe which business rules are needed as Private branch exchange interface.
– Why is it important to have senior management support for a Help Desk Support project?
– Are assumptions made in Help Desk Support stated explicitly?
– How can skill-level changes improve Help Desk Support?
Queue area Critical Criteria:
Adapt Queue area issues and clarify ways to gain access to competitive Queue area services.
– What are your current levels and trends in key measures or indicators of Help Desk Support 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?
– 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?
Remote Assistance Software Critical Criteria:
Shape Remote Assistance Software quality and diversify by understanding risks and leveraging Remote Assistance Software.
– Who is the main stakeholder, with ultimate responsibility for driving Help Desk Support forward?
– How much does Help Desk Support help?
Social commerce Critical Criteria:
Troubleshoot Social commerce failures and attract Social commerce skills.
Software bug Critical Criteria:
Face Software bug issues and arbitrate Software bug techniques that enhance teamwork and productivity.
– How does the organization define, manage, and improve its Help Desk Support processes?
Streaming media Critical Criteria:
Do a round table on Streaming media goals and secure Streaming media creativity.
– Do we have past Help Desk Support Successes?
Support automation Critical Criteria:
Incorporate Support automation strategies and modify and define the unique characteristics of interactive Support automation projects.
– How can the value of Help Desk Support be defined?
Technical support Critical Criteria:
Understand Technical support strategies and report on the economics of relationships managing Technical support and constraints.
– 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?
– If technical support services are included, what is the vendors commitment to timely response?
– Risk factors: what are the characteristics of Help Desk Support that make it risky?
Travel website Critical Criteria:
Coach on Travel website tactics and summarize a clear Travel website focus.
– Which customers cant participate in our Help Desk Support domain because they lack skills, wealth, or convenient access to existing solutions?
– When a Help Desk Support manager recognizes a problem, what options are available?
– How will we insure seamless interoperability of Help Desk Support moving forward?
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:
Contact FEMA SID Help Desk Support
SE Help Desk Support – Systems Engineering
Help desk External links:
Help Desk – Helpdesk Software Login
Application software External links:
Title application software Free Download for Windows
Chapter 3 – Application Software
Automatic call distributor External links:
What is an Automatic Call Distributor (ACD)? | Talkdesk
ACDnxt (Automatic Call Distributor)
Call board External links:
[PDF]ROLL CALL BOARD MEMBERS PRESENT: ALSO …
FAQs « One Call Board of Texas
How it Works « One Call Board of Texas
Call center External links:
Direct Interactions – Call Center Outsourcing Company
Call Center | Answering Service | Home Page
Call centre External links:
Call Centre Software | Cloud Contact Centre | Five9
i24 Call Management Solutions – Canadian Bilingual Call Centre
Call Centre Helper – Official Site
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
Computer network (eBook, 2009) [WorldCat.org]
15-1152.00 – Computer Network Support Specialists
Computer peripheral External links:
Starmax India – Computer Peripheral
Computer security External links:
See shopping results for computer security
Computer Security | Consumer Information
GateKeeper – Computer Security Lock | Security for Laptops
Customer service External links:
Customer Service Portal – Expedia
Bank of America Customer Service
Entergy Online Customer Service Center
Desktop computer External links:
Desktops / Desktop Computer Deals | HP® Official Store
Digital distribution External links:
HearYou Digital Distribution
Woovit, a digital distribution platform
Digital Distribution to World’s Largest VOD Platforms
End user External links:
VDI Like a Pro – Passionate about End User Computing
CWPS End User Training Portal – Authentication Required
End User License Agreement
Enterprise software External links:
Aspen Grove Solutions – Property Enterprise Software
Kadince – Enterprise software for financial institutions
CipherLex Labs – Enterprise Software, Data Compliance
Fax machines External links:
Brother Fax Machines
Fax Machines at Office Depot OfficeMax
Many fax machines pose ID theft risk – CBS News
Flower delivery External links:
Flower Delivery – Send Flowers | Just Flowers
Best Gardenia Flower Delivery | Luxury Flowers in a Box
Send Flowers | Same Day Flower Delivery from Blooms Today
Help desk software External links:
Teamwork Desk – Help Desk Software & Support Ticket …
Customer Support Software, B2B Software, Help Desk Software
SysAid Help Desk Software
Information technology External links:
OHIO: Office of Information Technology |About Email
IUanyWare | University Information Technology Services
Umail | University Information Technology Services
Issue tracking system External links:
System Dashboard – Kapsch Software Issue Tracking System
MTAC Issue Tracking System (MITS) – USPS
issue tracking system – Wiktionary
Knowledge base External links:
Indiana University – IU Knowledge Base
Constant Contact Knowledge Base
Carbonite Support Knowledge Base
Mobile commerce External links:
Bijou Commerce | Extensible Mobile Commerce Platform
ActionX: We Drive Mobile Commerce | Mobile Retargeting
Pixavo: Technology Powering Next Generation Mobile Commerce
Mobile payment External links:
Mobile Payment Solutions by EMSPlus | Lowest 2.25% …
Mobile Payment Solutions – Direct Carrier billing – Tola
Mobile ticketing External links:
Mobile Ticketing | Golden State Warriors
LYNX Mobile Ticketing | LYNXPawpass Customer Portal
Bus Wi-Fi and Mobile Ticketing Experts – Mobile Onboard
Online advertising External links:
Wippl – Caribbean Online Advertising
Online auction External links:
Online banking External links:
New York Community Bank | Online Banking | Sign In | User ID
TD Bank Online Banking
Bank of America | Online Banking | Sign In | Online ID
Online chat External links:
The Restaurant Store Online Chat
Online Chat Transcripts | GEHA
Maryland Chat City | Maryland Online Chat Rooms Live
Online food ordering External links:
Online Food Ordering and Delivery Script | Foodpanda Clone
Online food ordering system Essay Example for Free
Online grocer External links:
Contact Us | Hy-Vee Aisles Online Grocery Shopping
Safeway – Groceries Online | Online Grocery Delivery
Online pharmacy External links:
Online trading community External links:
Online Trading Community – Home | Facebook
The Exchange | Questrade’s online trading community
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:
Point of Contact | CapitalSource
Site Point of Contact Portal
Single Point Of Contact – IT Services San Francisco Bay Area
Private branch exchange External links:
About the Symantec Private Branch Exchange
Private Branch Exchange | Arizona Public Safety …
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:
Remote Assistance Software Download | iApproach
Social commerce External links:
Tagzie: Supercharged Social Commerce
Social Commerce for Shopify – SocialShopWave
PollCart Social Commerce – Home | Facebook
Software bug External links:
Software Bug Report – Formsite
iPad software bug fix? | Verizon Community
ZyXEL to Issue Fix for LTE3301-Q222 Software Bug
Streaming media External links:
OmniBox TV | The Largest Streaming Media In The World
Support automation External links:
Support Automation and Insight Remote Support | HPE™
Ada — Support automation made simple
Run-time error ‘430’: Class does not support Automation …
Technical support External links:
Technical Support Working Group (TSWG) | CTTSO
Life Fitness Technical Support – Welcome
I-CAR Repairability Technical Support Portal
Travel website External links:
Taos Ski Valley Official Tourism and Travel Website
Log In – Delta Professional Corporate Travel Website