The Help Desk itself of course is often the 'front line' between the business/department and the customer (either internal or external). As such, its quality can be of fundamental importance in terms of that relationship. It is NOT an area that can be left to chance!
Equally, management and provision of a modern Help Desk service can be a complex undertaking involving a myriad of tasks and responsibilities. It is FAR from being a straight forward undertaking. Fortunately, a tool has emerged to assist in all these respects.
THE HELP DESK MANAGEMENT TOOLKIT
The Help Desk Management Toolkit is designed to help ensure that the help desk is managed and implemented to the highest possible quality. It comprises a series of resources designed to guide and assist across the whole spectrum of management.
Click to download The Help desk Toolkit
It is supplied in a combination of MS-Word and PowerPoint formats and comprises the following components:
ULTIMATE HELP DESK MANAGEMENT GUIDEBOOK
This substantial guide to Help Desk management introduces and explains every facet: Help Desk planning; objectives; understanding requirements; the Help Desk structure; automation; implementation; staffing; Help Desk operations; change management; security; incident management; help desk problem management; and much more.
THE HELP DESK SERVICE LEVEL AGREEMENT
This is a comprehensive template for a help desk service level agreement. It covers everything from performance tracking to termination.
THE HELP DESK SLA GUIDE
This is a comprehensive guide for producing a top quality service level agreement, designed specifically to take you through the above template step by step. Each clause is explained, enabling you to populate the template with your own specific requirements.
HELP DESK SECURITY POLICIES
This is a comprehensive set of security policies tailored specifically for the help desk environment. It includes hundreds of policies, covering everything from software purchasing to training.
THE HELP DESK TRAINING PRESENTATION
This excellent presentation takes you through all the facets of top quality help desk management. Everything from operating procedures to staffing, from change management to automation is covered.
AUDIT AND REVIEW
This comprises a series of questions designed to take you through your help desk service and check it for quality, content and completeness. A first rate audit tool (MS-Word).
INTRODUCTION TO SERVICE LEVEL AGREEMENTS
A service level agreement is a core part of modern Help Desk provision. This presentation explains the key concepts and offers detailed guidelines: introduction and purpose; what the SLA should cover; use of schedule sand exhibits; performance tracking and reporting; service definition; warranties; and much much more.
SERVICE LEVEL MANAGEMENT FOR HELP DESKS
This presentation explains the key concepts of service level management in the context of Help Desk management.
Obtaining The Help Desk Management Toolkit
We are delighted to be able to offer all these components as part of the acclaimed Help Desk Management Toolkit. To purchase and download for a discounted price of only $199, please visit The Help desk Toolkit
Click to download The Help desk Toolkit
