Help Desk: The Solution To All Your IT Nightmares

Technology such as the Help Desk covered in this article are rapidly changing our world in many ways and becoming more affordable for the average person. Its worth mentioning however that better technology is actually properly defined as simply a better way of doing something we already do with whatever process we have at hand. Rather than thinking of better technology in terms of computers, hi tech gadgets and such, for example anytime we find a way to get to work 5mins faster than before we have found a better technology to improve our lives in some respect.

Where do you go if you have a problem with your satellite television or broadband service provider? Whom do you call if your have a problem with your computer's installation system or if your printer just died on you before a major presentation? Who is the one person who can quickly help you stop that whining noise and smoke that your lap top is generating right in the middle of the conference call you are having with your boss? If you are like me, the auto dial function on your telephone will have the number of your friendly global help desk!

According to me, the help desk is the best invention of man in the twenty first century. The computer and all the electronic gadgets are over hyped. Technology changes much before it becomes affordable in the first place. And gadgets and gizmos are flooding the marketplace like never before. If there is anything at all that has remained consistent through all the tumult, it has been the ubiquitous help desk.

The concept of the help desk started off as a service offering, provided by makers of new IT products and services to clients, who were still unfamiliar with the new age technology. But as users have gotten more savvy, the products and services too have become even more complex. Which makes the role of the help desk even more important. Take Windows itself. This simple operating system started off as Windows 1.0. It grew over the years to become Windows 3.0, Windows 3.1, Windows 95, 97, 2000 and now XP. Obviously, each new version has seen the features increase. And each passing year has seen more users start taking up desktop computing as a real option.

**Running Commentary** - Its interesting to note at this point that the cost of paying for Help Desk support is going to range in price quite a bit and you really need to first identify your needs and wants and when you go shopping make sure you don't overspend for features you want but don't really need. As technology so quickly becomes obsolete 1. many of the features will become obsolete 2. later models will be cheaper if not superseded by a later model with newer features and 3. are you going to actually have time to read the whole manual and understand how all the features work ? (I know I never figure out all the features of any new gadget or gizmo I buy)

This has only meant more work for the people at the Microsoft help desk. As the versions increased and the features expanded, the conventional help desk too expanded to become much more than a mere service offering. Software products and services almost being on par made the quality of the after sales service a critical component in the competitive marketplace. And the help desk, being at the forefront of this arena, has had to adapt and evolve.

So, the typical help desk of today is staffed not just with people who can familiarize you with products and their features, but also specialist engineers and technicians who can troubleshoot your problems and provide you with the correct solution, often within the duration of a simple telephone call. And since the business demands skilled professionals who come with an innate understanding of technology, better prospects have emerged for IT professionals.

In fact, in keeping with the global outsourcing trend, most help desk jobs have moved to countries like India and China where there is no shortage of skilled manpower, and the quality of the professionals is assured. The beneficial cost structures have also contributed to this trend. For like I mentioned earlier, the products may evolve and newer versions may come up. But unless the help desk remains an integral part of the service offering, there will be no exponential increase of market share.

To wrap up our article about Help Desk I wish you luck in putting your new technology to use in your home/work life. In the last 20 years I have seen so many examples of new technology come and go I cant help feeling excited about what I'm going to see in the next 20 years. Although many people seem to feel a sense of foreboding about new things changing their lives in a negative way I must confess that I don't have this fear at all (at the ripe old age of 40 anyway). I understand that new and changing technology is not only inevitable but in fact is opening up more opportunities for us all than ever before in our history and we should only feel threatened if we choose to cling to the past and somehow expect the rest of the world around us to do the same.

Mr James has owned The Cartridge Specialists (Melbourne) since 2004 selling ink, toner, fax rolls etc & regularly writes articles about his industry

Technical Support Schools Open Doors for Computer Experts

Technical Support Schools, colleges, and universities prepare students for careers in technical support of various kinds for assisting clients in solving electronic and computer hardware and software problems. Technical support requires extensive knowledge of computer operations and functions, as well as well-honed communication and management skills.

Students preparing for careers in technical support will study mathematics and sciences; computer languages, programming, analysis, and maintenance; databases, and web development; networking and network installation, administration, and maintenance; English composition, speech, and skills for technical, professional, and interpersonal communications; principles of management, financial accounting, and support center procedures and practices; as well as other computer-specific subjects. Requirements for degrees in technical support will also include studies in humanities, social sciences, and other subjects specified by particular degree programs.

Graduates of technical support university and college programs of study will be proficient in analysis, critical thinking, and problem solving; core principles and theories of information technology; development and deployment of information and technology solutions; networks, configurations, and software management; communications and customer relations, and more.

Career opportunities in technical support depend on the interest and preparation of the student, and the degree of technical support specialization. An associate degree in the field of technical support will allow pursuit of positions as network specialists, managers, technicians, and administrators; help desk technicians, technical support representatives, customer support professionals, and PC support specialists. Web design and development, data management, database administration, programming, and other related positions may also be open to those with associate degrees in technical support.

Satisfaction of bachelor and master degree programs in technical support will allow for specializations and concentrations in subjects of choice, and will offer additional employment opportunities. Master and doctorate degrees in technical support open doors for positions as educators.

Depending on the level of education and expertise, technical support staff incomes range from $25,000 to $70,000; technical support administration and advanced degrees will earn an additional $20,000 to $30,000.

If you are interested in learning more about Technical Support Schools, colleges, and universities, please search our site for more in-depth information and resources.

DISCLAIMER: Above is a GENERAL OVERVIEW and may or may not reflect specific practices, courses and/or services associated with ANY ONE particular school(s) that is or is not advertised on SchoolsGalore.com.

Michael Bustamante is a staff writer for Media Positive Communications, Inc. in association with SchoolsGalore.com. Find Technical Support Schools at SchoolsGalore.com; meeting your needs as your educational resource to locate schools.

Dealing with Technical Support - 10 Useful Tips

Most people who work in an office environment, buy computer products, or have a computer at home have had the “fun” experience of dealing with technical support. It’s not always the easiest, or most pleasant, experience but hopefully this article will help you make the best of the situation the next time you call. Below you will find a list of things to keep in mind the next time your computer breaks down.

1.Stay calm – Don’t yell at the support person on the other end of the phone. He is there only to help and the more angry you are the less help you are going to get.

2.Get to the point – Ask your question or explain your situation right away. Don't beat around the bush.

3.Don’t be arrogant – You are calling technical support because you need help. Don’t try and be a smart guy.

4.Call for yourself – Don’t call for a friend, relative, or coworker. It’s very difficult, for the person trying to help you, when you are repeating information that you got from someone else.

5.Stay at the computer – Make sure you are at the computer with the problem when you call. It’s hard for someone to help you through a problem if don’t have access to the computer.

6.Record the error – If you are calling about an error you saw, make sure you write it down. It’s hard for someone to help you if all you can say is “There was a box on my screen that had writing in it”.

7.Find out how many people are affected – The priority of your call can be greatly influenced by the amount of people it is affecting. If the problem is affecting a number of people it will probably be escalated to a higher level.

8.Be patient – By default, technical support usually has certain questions they are required to ask. These are not meant to make you angry, they help in the process of solving your problem.

9.Know what kind of support is offered – Ask around the office before calling to see what kind of support is offered. Not all technical support centers offer “How to” help. If your support group does not offer this type of support you may have to get a coworker to help.

10.*The Golden Rule*: Technical support is trying to help - The reason you called, in the first place, is because you needed help with something. Try not to make it difficult for the person on the other end to help you.

These tips aren’t just some random bunch of words I have put together. I am one of the people you get on the phone when you call technical support. I have been working in a Help Desk environment for almost two years and have heard almost every excuse, lie, and problem you can imagine. For me, it makes things much easier if the caller follows these simple rules. Technical support is made up of people too. Try and treat them as you would want to be treated and I guarantee your next experience will be much better.

Dennis d'Entremont is the operator of SaveLoad Video Game Directory and Computers-Made-Easy.com

Getting Technical Support Help Online

Sometimes your PC will start acting strange for no apparent reason or a program which you use regularly will all of a sudden stop working as it should. This can be a frustrating experience especially if you have no idea where to go for help. If this happens to you, don't panic! Here are some simple tips which may turn your frown upside down.

1. Don't assume that your problem is unique. The chances are that someone else has had that problem and it has already been solved. Google is a great place for getting technical support help believe it or not. You may have to experiment with wording your problem and refining your search, but it's worth a try. For example my Outlook email client stopped showing me the 'Subject' field when I was composing new email. As a result all of my email was going out without a subject. After a bit of experimenting with wording the problem I found the answer by searching on the phrase "Outlook subject field missing". Someone in an online discussion group had the same problem and the answer was provided. When you find good discussions groups bookmark them for future use. I have a bookmark I call Technical Support Help and it's full of great web sites.

2. The Google trick is good for lots of software but you should always try the web site of the program's manufacturer as well. Sometimes your problem is really a bug and there may be a new release or work around available. Many software web sites have FAQs, discussion lists, and help desks available that provide free support. Sometimes there is a telephone number that you can call but you may have to pay for live help.

3. There are companies that offer free general help for simple questions and then charge a sliding scale for more complicated ones. Support Freaks (www.supportfreaks.com) is a good one to try. Even if you have to pay, the rates are reasonable. Click on the "Freebies" link, under the "Quick Links" menu to see if your question is eligible for free help.

4. There are probably any number of local PC support groups that meet in libraries and other locations near your home. Some of these groups are very specific in nature and some are general. Try searching Google for "PC Support Group" or "PC User group" and the name of your town. Also check with your local librarian and computer stores. They often know of these groups.

5. Speaking of computer stores, you can often pick the brains of the more knowledgeable salespeople if you are lucky enough to find any. Many times these employees love computers so much that they will act as your big brother or sister if you need some quick help. Sometimes they moonlight as consultants at a good rate.

This ought to be enough information to get you started on the road to solving your next PC or software problem. If you are having Internet connectivity problems then your ISP is the first place to start. If you can't get online at all, and you don't think you know their phone number, think again. I'll bet that it's printed on every bill that they send you. You'll also need your account number and you can bet that it's printed on the bill as well.

Remember -- When it comes to getting technical support help, the first rule is: Don't Panic!

Cavyl Stewart. Discover 52 Ways To Do More With Software by signing up for my exclusive Free ecourse. Get resources, tips, reviews and recommendations you can use right now to help you achieve more, easier, and cheaper! 100% Original content. Visit: http://www.find-small-business-software.com/52ways.html

Outsourcing Helpdesk Operations, Does It Actually Save Money?

Outsourcing IT can mean moving some or all of IT operations to an external company. This article will focus on outsourcing to a US based service provider.

Is Outsourcing worth it? Under very specific circumstances, yes. Under most others, no.

Outsourcing to a company within the US, with US based employees

Outsourcing to a US company can improve your helpdesk and IT operations IF the current support teams are not experienced with professional levels of support and service. Outsourcing companies do this for a living, and know how to do it correctly.

The problems with outsourcing to a US company is related to expense. Outsourcing companies typically get contracts signed by showing how money can be saved. They will be able to operate IT functions that are not 'core competencies' of your business. They can also save you money because they can leverage tools and employees that they already have in place and are sharing the expense of these tools and resources between multiple other 'customers' who are already outsourced. Sounds great, doesn't it! So where is the catch?

SLA's are typically the main mistake companies make when executing a contract with an outsourced helpdesk company. SLA's (or Service Level Agreements) are the agreed upon minimum requirements of service delivery that the business and the outsourcer agree on, which also sets the price of the contract. Some examples of SLA's you will want to review: how long can issues on average take to resolve, how long callers can remain on hold prior to getting a tech, how long can a caller expect to wait for a new P.C. setup if theirs breaks, etc. SLA's directly relate to the number of staff the outsourcer will need to hire to maintain their contractual commitments (which is part of their cost they will need to cover with their charge to you), and what service levels your business will receive. The problem is, what sounds good on paper may be horrible for your business. With your 'in-sourced' team, do you fix hardware issues the same day when possible? If you don't build this into the SLA with an outsourcer, don't count on it happening - they will staff to meet minimum requirements. If a company finds that the SLA's are not adequate for their business and adjusts them, guess what: They are now spending more than they did with their ‘in sourced’ solution. And have a year left on their contract.

Outsourcing within the US works well if you NEED someone else to organize your operations and absolutely cannot do it yourself. Perhaps a premium is worth it based on the improved productivity your company will receive with better organization (knowledge base creation, self help portals, ticket tracking systems all typically come with an outsourcer). On the other hand, if you train or hire the right people for your helpdesk operations, you may save yourself some (or a lot!) money.

Take a moment to visit my website, which focuses on Helpdesk and Customer Service best practices: http://www.helpdeskresource.com/

Steven White has been managing Help Desk operations for over 15 years. His experience includes managing nationwide and global helpdesk operations at a senior level in the technical and financial sectors. Visit his Helpdesk Resource Site at http://www.helpdeskresource.com/

Customer Support Solution - How Would You Ensure The Same To Get The Best Possible Result?

A Customer Support Software is a web based customer support solution that allows robust tackling of Product or Service Support issues through help desk system and raising trouble tickets for issues related to customer priorities. A cost effective customer support solution is highly productive in customer service management.

You need a robust and reliable tool to accept, categorize, and manage customer issues that are widely diverse in nature. A Customer Support Solution is such a dynamic tool that integrates multi channel functioning, multi-user options, unique task assignments, setting alerts and escalation, response through emails, raising trouble ticket for problematic issues, assigning unique service request IDs, follow up and reviewing the status of service requests and completion of the task on time. A matured Customer Support Solution helps in resolving the problem categorized under the unique trouble ticket within a specified timeline under the Service Level Agreement.

This also helps to identify, stratify, and treat an incident or an issue through an all-inclusive and organized 24/7 support mechanism to deliver the best output within a specified time.

You are dealing with issues that are diverse in nature. Each one has different priority levels to the customer. Who do you think is best to solve a specific issue? How would you ensure the same to get the best possible result? Given your priorities and preferences it is almost difficult for you to search for people who have special skills for special issues each time. This is also a waste of time, effort, and resources. Therefore, the best way is to build a team that is best capable of troubleshooting. A Customer Support Solution is just the way to resolve such issues in service management.

For this, just a team of people with diverse knowledgebase is not sufficient. You also need an organized database. Therefore, here is the need for well-organized customer support solution or help desk software that log in issues, forwards these to respective operators and maintain a schedule and list of task and time allocated to these users and generates reports according to your business requirements.

Many customer support solutions have add-on feature to allow:
*Workflow automation
*Integrated advanced features to create customized templates
*Closed loop problem ticketing system to raise, assign and mange issues
*Advanced self-help functions for customers
*Group access to the mail servers
*Real time conversation between the customers and users
*Browsing the existing self-help knowledgebase.

Recommendations:
Some of the highly recommended and top rated Customer Service Solutions are as follows:

Premium Response
NetResults Tracker
ChatStat-Customer-Interaction-System
BridgeCRM
Click-N-Speak

If you need a powerful solution for your support make sure you check out the Premium Response Customer Support Solution for more info.

Customer Support Software

The way that customer support is handled is changing rapidly, thanks to emergence of customer support software that make life easier for companies of any size. Now, a single system can offer multiple customer care solutions for a fraction of the cost of more complex systems.

Features of a customer support software

Most customer support software feature both internal help desks and project collaboration portals that are both customizable to correspond with the requirements of individual businesses. The aim of customer support software is not only to provide immediate assistance to clients, but also to build long-term customer and partner relationships.

Customer support software enables business to generate, administer and settle service requests. Such software can maintain an accurate database of questions and answers for both internal and external clients in a cost effective manner. You never have to pay for costly infrastructure expenses and extra manpower required by more complex systems.

At the end of the day, you improve customer satisfaction and lower your operating costs. More efficient resolutions of problems and complaints also increase re-orders and promotes your products and services. And, because customer support software also provides your customer care team with accurate, real-time information, you improve their effectiveness and job satisfaction.

Other benefits

Customer support software will also significantly decrease the volume of incoming service requests because it provides a ‘self-service’ Internet portal for your three most important publics –customers, partners and employees. It also organizes your customer contact details and request information, making data more accessible and making communication across your entire organization more effective.

Most customer support software is typically upgradeable to include functionalities for managing project deadlines, too. This lets your employees know of their responsibilities and solve late-service complaints before they even happen. Choose customer support software that is expandable, so that you can easily and cost-effectively improve its system as your company grows.

Customer Support provides detailed information on Customer Support, Customer Support Software, Live Customer Support, Customer Support Services Call Centers and more. Customer Support is affiliated with CRM Call Center Solutions