Practical tips and information about running an efficient service desk. News and information about HelpMaster, PRD Software and the ITSM industry.
Customer support can be a bit like a game of helpdesk tennis. It's either your turn, or it's theirs. Here's some tips on how to win the point.
In this second part of the report creation series we have a look at using Microsoft Excel as the reporting tool to build pivot-table helpdesk dashboards. For the first part in this reporting series, see http://www.helpmasterpro.com/community/blogs/entryid/49/creating-custom-reports-in-helpmaster-pro-part-1.aspx
Why should you consider HelpMaster helpdesk software? Look at it's capabilities! A tongue-in-cheek post inspired by a recent discussion in the Back2ITSM Facebook group about software verification schemes.
As seen on the internet...
The face of helpdesk is changing, and it's not pretty... Do success or limited resources mean sacrificing courtesy and professionalism?
The IT Infrastructure Libary turned 20 years old recently. Were you invited to the party?
Improving telephone skills and etiquette in a help desk environment can bring many benefits to both users and staff alike. This article contains many practical tips that can be used immediately to improve your customer service.
This blog is a continuation of an article written for the December edition of the PRD Insider newsletter. The article was called Welcome to the Financial Crisis and discussed some simple options for reducing costs.
The 2008 PACRIM conference is over for another year. Here's my take on it.
Today was the opening day of the 2008 PACRIM helpdesk conference held in QLD, Australia.