Help Desk Software

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

Numara Software has been a leader in IT Service Management solutions for a variety of different industries. Numara Software continues to add to its customer base as it announces the addition of thousands of educational organizations to its customer family. Despite the economic downturn, Numara Software is doing better than ever, with a 20% increase in new customers for Numara Software.

Numara Software is pleased with the success they have had among educational institutions and will expand on this by continuing to improve its tool and resources. Their goal is to be able to create a learning environment for the campus where customers do not have to focus on IT related issues. A number of prominent educational institutions have chosen Numara Software. Some of these names include Yale Law School, Wake Forest Business School, and Duquesne University.

With thousands of customers worldwide and a rapidly expanding customer base, the future for Numara Software looks extremely bright. For more information on Numara Software, you can read the full article found here.

Technorati Tags: Customer Support, Help Desk, IT Asset Management

Metsec, the largest cold roll steel-forming company in the UK, settled on Numara Software to provide its much need Service Desk Solution to upgrade Metsec’s existing help desk solution. Metsec has long been planning on upgrading its service management capabilities and will now push forward with Numara aiding in establishing their new upgraded service desk system.

Metsec spent a lot of time wading through the various different options that were presented before them. In the end, Metsec was looking for something simple and easily managed and learned. Numara Software best fit these criteria which is why Metsec decided upon Numara Software to provide its IT Service Desk support. The implementation of Numara Software should help Metsec fix its preexisting service desk issues.

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

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

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

Traditional IT Support sectors of the company were often known as IT Help Desk. However, some companies have chosen to rename their IT support sectors from Help Desks to Service Desk. The idea behind changing the name would be that the new name change would help promote a more service like attitude in these sectors of the company. However, this mentality was not fully embraced early on as many people were skeptical that the name change would be reflected in a change of attitude.

However, in recent times, the service desk mentality has been slowly evolving towards its name. Service desks are focusing more on why problems are occurring, rather than just solving problems. In doing so, they are hopefully preventing other problems from occurring which may be a more effective way of providing help desk support. It is reported that service has been dramatically improving recently as service providers continue to improve in the quality of service they provide to customers. The idea between the name change from help desk to support desk may actually be working as companies take on a more service oriented approach.

To read more about this topic, you can find the full article here.

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

Web Help Desk announced that Version 9 of its Help Desk Software solution will be available. The new version of Web Help Desk will provide a host of new features as well as a number of tools that should provide companies with a better user experience. The implementations of these new features are a result of the feedback provide to Web Help Desk from its loyal customers.

A Variety of new features in the newest version of its help desk software should help improve productivity within companies. Some of these new features include:

- Change Management Control
- Asset Discovery Data Importing
- Remote Computer Access
- Language Capabilities
… and more!!

For more on this newest offering from Web Help Desk, you can read the full article found here.

Technorati Tags: Help Desk, Help Desk Software, Web Help Desk

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

Alloy Software has long been a provider of IT service management solutions for the manufacturing industry as they provide solutions that match well with the industry. Alloy Software has been successful for its ability to provide quality solutions at a low cost for its customers. In doing so, it has been able to maintain its popularity in the manufacturing industry.

Alloy has provided manufacturing companies with IT service management solutions which provide comprehensive support and management tools that allow companies to easily manage all their service desk needs. In doing so, companies are able to be more productive and efficient in providing quality service and excellent service care.

Alloy Naviagator and Alloy Discovery are both very popular tools that help IT departments run their operations smoothly. In providing quality help desk support, regular business processes are able to proceed problem free. This in turn leads to better control over business processes and less downtime which greatly benefits a business’ bottom line.

For more information on Alloy Software and what it can provide your company, the full article can be found here.

Technorati Tags: Help Desk, IT Service Management, ITSM, Service Desk, Service Management