Help Desk Administration

Problems pop up in day to day operations, and the help desk is on the front lines of finding solutions. IT needs to oversee the management of corporate help desk activities and ensure a thorough knowledge of corporate and consumer equipment/software. The help desk can also be a source of tips and tricks to impart to other employees, and we have some of those as well.

Watson Comes to the Help Desk

Is there anything that Watson can’t do? The supercomputer is now headed to the help desk. IBM’s new Workplace Support Service with Watson adds cognitive capabilities and analytics to help speed IT support time for businesses.


Best Practices in Tech Support

Good tech support doesn’t just improve an end user’s day—it’s also helpful to the entire business’s productivity and bottom line. Based on years of experience, technical support professionals and executives have collected several best practices. Put them into use at your help desk today.


IT Incidents: How to Prioritize and Escalate

By Ant Pruitt

Prioritization of IT incidents is always a challenge for the help desk—especially when an end user considers his or her problem to be much more pressing than it actually is. IT requests range in severity and priority, but sometimes support incidents must be escalated for the sake of the user and the company.


Helping Out the Help Desk

By Sarah K. White

Customers and end users are constantly in need of IT assistance, and it can be overwhelming for the help desk. A recent study analyzed nearly 730,000 help desk tickets and found that there were certain overlaps. Knowing the most common reasons for these requests can be helpful to lighten the overall workload.


Call Center Roles Are Coming Back Stateside

By Stephanie Overby

Call center jobs have been a huge casualty of outsourcing, but recent research is showing that some of these roles are coming back onshore thanks to a shift in focus to customer experience and advances in technology. If your call center or help desk is currently outsourced, read on to see if a change in strategy might be in order.


Beyond the Reboot—Providing Better Tech Support

By Ant Pruitt

Automation has helped many business processes, but one area it has hindered is the help desk. Too often tech support functions have become dependent on scripts or robots, and one tech writer suggests that there’s a lot more to this important job than just telling end users to reboot.


Helping Users Help Themselves

by Sharon Florentine

It’s always great when users can help themselves without crossing that line into shadow IT. Your IT department can relieve some of its day-to-day pressures via a high-quality, self-service knowledge base search. If users can easily find the information they need, it’s one less thing for everyone to worry about.


What’s Good for the Call Center Is Good for the Help Desk

by Sara Ashley O’Brien

The help desk, just like most call centers, can become very hectic very fast. A new app is looking to streamline communication between call centers and customers while improving the end-user experience. Could similar technology help your help desk?


Automation Is Soaring (But So Is Demand for Human Help)

by Patrick Thibodeau

Automation is becoming standard for many elements of customer service, including the help desk. And why not? It’s cheap and effective (if properly done). However, demand for human help is increasing, as seen in the IRS’s recent efforts to automate.


The “Always-On” IT Department

by David Weldon

IT departments at many businesses are becoming more and more service-oriented, and the help desk plays a big role in maintaining productivity. Customer service scheduling software can assist in ensuring this always-on-call function runs smoothly.