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Help Desk Glossary of Terms

Understanding IT industry jargon used by customer support professionals can be challenging. Look up help desk terminology and abbreviations in our extensive help desk glossary of terms. Most of the...

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Building a Help Desk from scratch

Building a Help Desk from scratch or redesigning an existing Help Desk requires thoughtful planning and efficient execution. There are many core and secondary components that make up an award winning...

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The History of the Help Desk

Over the decades and through the history of the Help Desk, we have seen remarkable changes. In the early Help Desk days, Corporate Information Technology systems started with mainframes and user...

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The 4 groups important for a Help Desk Manager

Help Desk Manager careers are built on a foundation of communications and strong relationships. It is important to quickly build relationships and collaborate with key stakeholders of your support...

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Help Desk Organizational Structure for Success

Before you meet your new help desk team, I suggest you understand the help desk organizational structure. Understanding and optimizing the help desk organizational structure is an important critical...

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Help Desk Structure The Top 10 Questions with Solutions!

There are many factors to consider when you design your Help Desk structure. These Help Desk organizational structure factors include contact channels, hours of operation, language, customer base...

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Help Desk Stakeholder Groups

Careers are built on a foundation of communications and strong relationships. It is important to quickly build relationships and collaborate with key stakeholders of your support department to be...

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Help Desk job description

Help Desk Job Descriptions To understand the current expectations of your Help Desk staff, you need to review their Help Desk job descriptions including role and responsibilities. A well-defined Help...

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Help Desk Maturity Assessment Guide

Yes, our IT Help Desk maturity assessment is free. For an organization initially setting up their Help Desk, there is a lot of industry-standard process information available to build a strong...

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Shift Left Help Desk Support

An enormously powerful strategy for making your Help Desk cost-effective and reducing the burden of repetitive work on your IT engineers is a shift left Help Desk support strategy. Implementing a...

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