Help Desk Software

GWI Software provider learned that its c.Support Help Desk software platform was being used in an unusual way. The CDC was apparently using it to assist in tracking the H1N1 virus outbreak in the United States. Although the creators of the c.Support platform were surprised by this unusual case, they can’t say they’re surprised.

c.Support was designed as a powerful yet flexible help desk tool. Its customizability allowed it to be tailored to many unique and very specific processes which is probably why the CDC found it feasible to use c.Support in its operations. GWI Software is proud of c.Support’s ability to adapt to different situations and is pleased to know that it is being used in an important role in ensuring public safety.

GWI Software continues to be a leading provider of help desk support software and IT support applications. Its highly customizable service platform is popular amongst companies in a variety of different industries. With thousands of deployments worldwide, GWI Software continues its growth and expansion into one of the leading help desk providers.

Technorati Tags: Help Desk, Help Desk Support, IT Support

Toyota Financial Services is one of the leading vehicle finance corporations in the world. With hundreds of staff and offices found all over the world, Toyota began to feel the effects on its IT help desk. With over 200 calls and emails a day, TFS had to find a way to run its help desk more efficiently and solve issues ina  more productive way.

Issues which plagued the help desk ranged from issues with the company website to internal issues within the company’s systems. Toyota felt it was time to be able to find a help desk system that would be able to support its staff while also being able to track performance through reporting and analytics tools. Boosting its help desk productivity was a key goal for Toyota in being able to provide better customer service.

After reviewing a number of different help desk options, Toyota decided on FrontRange’s Heat service desk package. Heat’s customizability as well as its recording features make it a very convenient system for Toyota. Rather than doing simple administrative tasks such as recording and logging phone calls, help desk staff now have the time to attack the root of problems by working on the issue itself.

Toyota has been impressed with HEAT’s functionality and usability as it provides many tools that simplify the support process for its help desk employees. HEAT provides the staff with accountability as performance is easily monitored through a variety of reports and other tools.

For more information on this successful implementation, you can read the full article here.

Technorati Tags: Customer Service, Customer Support, Heat, Help Desk Support, IT Help Desk

Help Desk calls significantly drain a company’s resources by tying up employees while also simultaneously using company resources. With a huge influx of help desk calls, companies quickly become bogged down and service levels begin to suffer. When more complex calls come in, more resources need to be spent in order to resolve the problem. Help Desk calls continue to be a huge drain on company time and resources.

There are many things a company can do in order to reduce the frequency of help desk calls. A variety of common issues tend to be the main reasons for a majority of help desk calls. Common issues include poor performance. In order to fix this, companies can continually look to upgrade infrastructure while also tweaking systems to improve performance. Defragmentation can actually solve many system performance problems.

To reduce help desk traffic, there are a number of things companies can do to help there IT support departments. For more information on what your company can do, you can read the full article here.

Technorati Tags: Call Frequency, Help Desk, Help Desk Support

Past studies have tried to find out what help desks spend a majority of their time working on. With the huge number of calls help desk support departments receive, it may be surprising to find out what is the most common reason for the calls. With the wide range of sophisticated and technically complex tools available, these are often not the reason for employee calls to corporate help desk departments.

The main problem help desk teams deal with is a rather simple problem. The biggest reason for calls into help desks is actually attributed to the inadequacy of human memory. Although a simple question to solve, the reason for the majority of calls to help desk departments is due to a forgotten password. Past studies have shown that over 20% of IT related support calls is attributed to a lost or forgotten password. This is ahead of other common support problems such as performance or connection issues.

Although this is a rather simple problem, there is no easy solution for this problem. For more detailed information, you can read the full article found here.

Technorati Tags: Help Desk, Help Desk Support, Service Desk

Beverage giant Pernod Ricard Pacific is known for its many famous brands all over the world such as Absolut Voda or Chivas Regal to name a few. With its evergrowing business, Pernod Ricard Pacific was looking for a way to efficiently streamline its help desk processes as well as automate many of its activities. As the number of help desk support tickets continued to increase, Pernod Ricard felt it was only appropriate to begin looking for a solution to improve its service desk capabilities.

Pernod Ricard settled on BMC Software IT Service Desk to help solve its help desk support problems. Prior to implementation of BMC Software, Pernod Ricard faced many issues associated with its ancient help desk system. Now, with BMC Service Desk, Pernod Ricard has improved its response times and simultaneously improved customer satisfaction. Also, new monitoring capabilities make it much easier for Pernod Ricard to track and monitor its services.

For more information on BMC Software’s IT Service Desk, you can read the full article found here.

 

Technorati Tags: BMC Software, Help Desk, Help Desk Support, IT Service Desk, Service Desk

As companies turn to more technologically advanced infrastructures, the need for IT support is increasing. Companies are looking to expand their IT Support staff as more problems arise and more technical support is needed to fix many small issues and bugs that come up. It is reported that a majority of companies will maintain their current staff or look to expand their Help Desk staff in the coming months.

In a recent report conducted for Robert Half Technology, many interesting findings regarding hiring trends in the help desk industry were noted. Some Key Findings of these reports include:

-The leading cause for increased IT hiring is due to the need for increased customer support.
-Help Desk employment is expected to experience the most growth.
-Transportation Industry forecasts the most hiring activity.

With the current state of the economy as well as employment conditions, many companies are obviously a lot more wary of hiring new employees. Skillsets are being paid more attention to as companies are more selective in the employees they are looking for. Most companies do note that their technological/help desk support areas are the area experiencing the most activity.

For more information on this topic, you can read the full article found here.

Technorati Tags: Help Desk, Help Desk Staff, Help Desk Support, IT Staff

NTRglobal provides companies with much needed help desk support for overwhelmed companies. NTRglobal has built a SaaS Solution that allows tech support personnel to remotely provide help desk support. Remote help desk suppot allows tech support engineers to have full control over the customer’s equipment and allows tech support to be in control of the operation at all times, speeding up the process and eliminating mistakes. Rather than reading instructions to confused customers, Help Desk personnel can perform the tasks on their own and save customers the trouble and hassle of staying on the phone for long troubleshooting procedures.

This kind of support should provide a tremendous boost for companies that need to provide a lot of troubleshooting and technical support for its products. In implementing NTRglobal’s SaaS System, help desk support will be much more efficient and much easier to conduct. Simultaneously, customer service should improve dramatically as customers are saved the hassle of troubleshooting issues on their own.

For more information on this new software solution, you can read the full article found here.

Technorati Tags: Customer Service, Customer Support, Help Desk Support, Remote Help Desk, SaaS Help Desk, Technical Support

Resource Dynamics continues to improve its help desk offering as it announced the release of a new version of its help desk solution which should provider companies with better features to help improve customer service.

Some features include a tele-support help desk which allows agents to track inquiries in addition to a number of powerful help desk features. With the number of improvements in its help desk providing, companies should enjoy increased customer satisfaction as they resolve help desk issues much more quickly and effectiviely.

For more about tele-help desk and resource dynamics, you can read the full article found here.

Technorati Tags: Help Desk, Help Desk Software, Help Desk Support

LogMeIn is a powerful software tool that allows someone to access a computer from anywhere on the globe. This software has allowed technicians and support professionals to provide quick and reliable support to customers that may need it.

LogMeIn has recently anounced the release of a new tool which should benefit help desk and support professionals even more. The new application, LogMeIn Rescue, should be integratable across many business software applications allow IT support to access computers and provide remote service from anywhere. This type of innovation allows companies to maintain flexibility, but also improve productivity as technicians are capable of working from any location and are able to provide help desk support at any time.

For more on this new application, the article can be found here.

Technorati Tags: Help Desk, Help Desk Support, IT Support

As Help Desk providers continue to innovate and provide comprehensive help desk solutions for its customers, new features are constantly released by various help desk companies as they strive to provide the newest and most up to date features on the help desk market today. Recently, Vision Help Desk Solution, provided companies with a new and unique solution that offers language support for a number of languages. In addition, this web help desk software had already offered a host of other features such as email management, knowledgebases, and issue tracking.

This new feature should help companies consolidate information across different continents and regions allowing them to all use the same help desk software. This should help companies improve information transfer between different locations and help automate processes. In being to deploy a help desk solution that provides multi-language support, companies can use a single help desk solution for all of its locations, greatly lowering costs and decreasing any potential problems.

For more information regarding the release of this new feature, the article can be found here.

Technorati Tags: Help Desk, Help Desk Support, Service Desk, Web Help Desk