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General Help Desk discussion

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Author	Subject: General Help Desk discussion

James
Administrator

Oct 15, 2000, 5:44 PM

General Help Desk discussion	Quote \| Reply

Feel free to post any help desk related questions or concerns in here. Many people visit this web site so don't be shy :)

Every day, many people are assigned with the task of researching or maintaining a help desk for their company. We can all learn from each other in here.

Guest
Anonymous

Apr 3, 2001, 9:47 PM

Help Desk KPIs	Quote \| Reply

Does anyone know if industry standards exist for an internal technical support help desk? Some examples of such KPIs would be :

1. average speed of answering a call - 20 seconds.
2. Answer phone within 3 rings.
3. Maintain abandoned call rate at less than or equal to 5%
4. Resolve 80% of customer incidents on first contact.

Any help would be appreciated.
Thanks

Guest
Anonymous

May 9, 2001, 2:37 PM

Re: Help Desk KPIs	Quote \| Reply

I'd like to know if there is an industry standard for "data-entry accuracy rate"? Currently we are keeping our error rate less than 2%.

Guest
Anonymous

Jun 7, 2001, 3:21 PM

Re: General Help Desk discussion	Quote \| Reply

I have been tasked to develop and implement a help desk at the college where I am employed. What should I do to get started? Help?

Guest
Anonymous

Aug 29, 2001, 11:18 AM

Re: General Help Desk discussion	Quote \| Reply

Hello,
I have given an assignment - to find out what help desk software to use. We can either buy or work out specification and order it from a software company.
Can anyone give me suggestions - what price is average and good, any specific product to suggest, any other possibilities.

Waiting for a response,
e-mail: e.abel@sampopank.ee

Guest
Anonymous

Sep 4, 2001, 1:50 PM

Re: General Help Desk discussion	Quote \| Reply

In repsonse to your question regarding what Help Desk Software to purchase (for your project/assignment) ... I suggest REMEDY ... you can find more details on their product by visiting their webste @ www.remedy.com

Guest
Anonymous

Sep 9, 2001, 2:00 AM

Re: Help Desk KPIs	Quote \| Reply

Hello, I have been doing Call Center Managment for about 10 years now. Mainly in outsourcing both for consumer and corporate products. What I can tell you is there is really no "industry" standard, however, typically, a low cost solution while still maintaining high CS Results would be as follows:
ASA 5 minutes or less
ABA Less than 10%
First Call Resolution of 90% or higher

Hope this helps.

Guest
Anonymous

Sep 24, 2001, 2:40 PM

Re: General Help Desk discussion	Quote \| Reply

Please check out the company Monitor 24-7..They have a full featured software package that is scalable and more cost effective than Remedy or Magic....the web address is www.monitor24-7.com

irontech1616
Member

Mar 12, 2002, 12:23 AM

Re: General Help Desk discussion	Quote \| Reply

I was asked to make some improvments to our helpdesk system we have which consists of users filling out paper requests and using WonderDesk, I'm having a real problem servicing people because don't know how to organize this sort of thing real good do you have any suggestions?

Kieren
Member

Apr 23, 2002, 4:53 PM

Re: General Help Desk discussion	Quote \| Reply

uptime (remotely hosted) have a play - its is the bare minimum i felt you needed to get a support function running. Most companies want management reporting which makes the systems more complex and expensive. I have seen professional systems that leave you with about 10% of the screen as the call detail, the rest of it is all categories and status codes for reports.

beden
Member

Dec 22, 2002, 3:35 AM

Re: General Help Desk discussion	Quote \| Reply

I've had this assignment twice in the last 3 years - I started by just searching for "Help Desk, software". The Help Desk Institute's website has discussion forums and there was information in the dicussion site about different products.

TechNet and ZDNet Discussion forums also provided input.

There are so many packages out there and the pricing is very broad - we have a 10 person desk with a really small budget - we've narrowed it down to AmberCat or Track-It! at this point - both have the same sorts of functions as Heat and Remedy, but much cheaper.

If you don't have one yet, start by making a list of "required" features and "nice to have" - it will help you focus.

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