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Help Desks

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ALSO CALLED: Helpdesk, Service Desks
DEFINITION: In a business enterprise, a help desk is a place that a user of information technology can call to get help with a problem. In many companies, a help desk is simply one person with a phone number and a more or less organized idea of how to handle the problems that come in. In larger companies, a help desk may consist of a group of experts using software to help track the status of problems and other  … 
Definition continues below.
Help DesksWhite Papers (View All Report Types)
1 - 25 of 39 Matches Previous Page  | Next Page
The Seven Key Challenges of a Service Desk Software Rollout
sponsored by Monitor 24-7
WHITE PAPER: There are many challenges that come with implementing a service desk software solution. Finding a single solution that can address the needs of both your end users and technical staff isn't easy, so it pays to do some research. Access this white paper to learn the 7 key challenges of a service desk software rollout.
Posted: 03 Nov 2014 | Published: 03 Nov 2014

Monitor 24-7

Top 10 Ways to Use Help Desk to Build Your MSP Business
sponsored by N-able Technologies
WHITE PAPER: This informative resource provides 10 helpful suggestions for building a successful MSP business, starting with the help desk.
Posted: 28 Aug 2014 | Published: 28 Aug 2014

N-able Technologies

The Help Desk and the Network Operations Center: What MSPs Need and Why
sponsored by N-able Technologies
WHITE PAPER: This helpful resource defines and discusses network operations centers and help desks, including their functions, what differentiates them from one another, how they contribute to a managed service provider's business, and whether or not MSPs should consider outsourcing them.
Posted: 30 Jul 2014 | Published: 30 Jul 2014

N-able Technologies

Viewing Application Performance from the End-User Perspective
sponsored by Fluke Networks
WHITE PAPER: This resource introduces Application-Aware Network Performance Management, which quickly identifies the root cause of performance issues within a complex application environment.
Posted: 16 Jun 2014 | Published: 16 Jun 2014

Fluke Networks

All the Help Desk You Need
sponsored by N-able Technologies
WHITE PAPER: This informative guide explores one company's help desk manager platform and how it can enhance your services.
Posted: 05 Jun 2014 | Published: 05 Jun 2014

N-able Technologies

Top Ten IT Skills for 2014
sponsored by Global Knowledge
WHITE PAPER: This brief resource lists the top ten IT skills and technologies that are going to be in demand in 2014. The IT world changes quickly, and understanding these skills and technologies will help IT professionals remain relevant.
Posted: 21 Mar 2014 | Published: 21 Mar 2014

Global Knowledge

Ten IT Skills on the Brink of Extinction
sponsored by Global Knowledge
WHITE PAPER: This brief resource talks about the top 10 IT skills that are going to become irrelevant soon. It also highlights what's going to come next in terms of advancing technologies.
Posted: 21 Mar 2014 | Published: 21 Mar 2014

Global Knowledge

Help Desk Best Practices for IT Departments
sponsored by LabTech Software
WHITE PAPER: Explore the top 5 help desk best practices every service provider should be aware of to ensure responsive and timely support for your clients when issues do arise.
Posted: 19 Jul 2013 | Published: 19 Jul 2013

LabTech Software

Choosing the Perfect Customer Support App
sponsored by Desk.com (A Salesforce Company)
WHITE PAPER: This guide counts down four easy steps to help you cut through the market for customer support applications and identify the tool that meets your business needs.
Posted: 05 Mar 2014 | Published: 05 Mar 2014

Desk.com (A Salesforce Company)

The Perfect Combo: ITIL, I.T. Service Management, and Social Media
sponsored by BMC Software, Inc.
WHITE PAPER: Access this white paper to discover how your service desk can facilitate higher levels of productivity for end users with the integration of social media. Help your business gain improved service delivery and support, as well as improved overall customer satisfaction.
Posted: 20 Aug 2012 | Published: 20 Aug 2012

BMC Software, Inc.

The Growing Importance of IT Support Services
sponsored by Hewlett-Packard Company
WHITE PAPER: This white paper takes a closer look at the support services marketplace and focuses on one key player that is receiving a lot of attention from IT professionals. Discover emerging trends shaping the landscape for this technology and determine whether your business could benefit from establishing a contract with this provider.
Posted: 27 Jul 2012 | Published: 01 Nov 2011

Hewlett-Packard Company

Building and Operating a Network Operating Center (NOC) and Help Desk
sponsored by ConnectWise
WHITE PAPER: Access this white paper to learn about the importance of providing a network operating center (NOC) or help desk to your clients. This white paper outlines different NOC/help desk models and tips to build successful services.
Posted: 25 Apr 2012 | Published: 24 Apr 2012

ConnectWise

Best Practices for Mobile Device Support
sponsored by LogMeIn, Inc.
WHITE PAPER: Uncover the driving growth of mobile devices in the workplace and four best practice tips for how your business can support mobile devices.
Posted: 08 Feb 2012 | Published: 08 Feb 2012

LogMeIn, Inc.

Best Practices for Mobile Device Support
sponsored by LogMeIn, Inc.
WHITE PAPER: Access today’s whitepaper to learn more about the best practices for mobile devices support and a solution that can help you make your mobile support be better – and smarter.
Posted: 01 Feb 2012 | Published: 01 Feb 2012

LogMeIn, Inc.

Cut Coding for Faster Service Desk Deployments
sponsored by Nimsoft, Inc.
WHITE PAPER: Learn an alternative to legacy service management solutions that is fast to deploy, easy to configure, and can help your organization realize faster time to value and lower total cost of ownership, both immediately and in the long term.
Posted: 04 Jan 2012 | Published: 04 Jan 2012

Nimsoft, Inc.

SDI Best Best Practices: Benchmarking for Service Desk Support
sponsored by Citrix Online- GoToManage
WHITE PAPER: The best way to continually improve and to deliver the best service is to measure, trend and set goals for your services and then benchmark against yourself - this is the very definition of service improvement and this guide will show you some simple ways in which you can accomplish this.
Posted: 12 Oct 2011 | Published: 12 Oct 2011

Citrix Online- GoToManage

Recruit and Build the Right Team for Your Service Desk
sponsored by Citrix Online- GoToAssist
WHITE PAPER: Access today's exclusive white paper to learn important information regarding best practices of managing the people on your organization's help-desk.
Posted: 06 Oct 2011 | Published: 06 Oct 2011

Citrix Online- GoToAssist

Social Media Moves into Mainstream IT Service Management
sponsored by CA Technologies.
WHITE PAPER: This white paper focuses on the evolving role of social media in service desk management. Read on to learn more about social media trends in ITSM, the new culture for service desk management, the benefits of improved self-service access via social media and how social media applies to Service Desk in terms of collaboration, community, etc.
Posted: 29 Aug 2011 | Published: 24 Aug 2011

CA Technologies.

Balancing Risk and Innovation with Sourcing Alternatives: Helping IT managers and CIOs raise the ROI of IT
sponsored by IBM
WHITE PAPER: This paper explains how clients can balance risk and innovation through the use of services from IBM.
Posted: 20 May 2011 | Published: 01 Dec 2010

IBM

Recruit and Build the Right Team for your Service Desk
sponsored by Citrix Online UK
WHITE PAPER: An organization is only as successful as the people who run the Service Desk. Check out this white paper and explore key ways you can recognize the right people to help build your Service Desk team.
Posted: 16 May 2011 | Published: 16 May 2011

Citrix Online UK

Humanising the Service Desk
sponsored by LogMeIn, Inc.
WHITE PAPER: Due to technological advances, managers are considering how they operate Service Desks and how they can improve the way they support customers. In this paper, identify key ways to keep the Service Desk human while ensuring customer service stays front and centre.
Posted: 10 May 2011 | Published: 10 May 2011

LogMeIn, Inc.

Legacy Remote Control Tools: Not Built for Today’s Helpdesk
sponsored by LogMeIn, Inc.
WHITE PAPER: This paper explores the challenges and hidden costs of supporting a remote workforce with legacy tools. In addition, it identifies best practices that decision makers can use to choose enterprise helpdesk support tools that better meet the needs of remote employees, while helping to reduce costs.
Posted: 17 Jan 2011 | Published: 11 Jan 2011

LogMeIn, Inc.

The State of IT Systems Management
sponsored by Kaseya
WHITE PAPER: This white paper is the culmination of the survey results, painting a complete and accurate picture of the most common IT issues affecting IT professionals and Kaseya’s solution to solving these problems.
Posted: 13 Aug 2010 | Published: 13 Aug 2010

Kaseya

7 Habits of Highly Effective Contact Centers and Help Desks
sponsored by eGain Communications Corp.
WHITE PAPER: In this paper, we discuss seven traits of successful contact centers and help desks, backed by stories and tips from our customers - some of the world’s most innovative customer service and support organizations. Read on to learn more about the seven habits that could set your contact center or help desk on the path to success and growth.
Posted: 17 Feb 2010 | Published: 17 Feb 2010

eGain Communications Corp.

Top Ten Essentials for Privileged Account Management
sponsored by FoxT
WHITE PAPER: In this white paper, discover how you can effectively and efficiently control privileged accounts using the latest in adaptive access controls management. You will also learn about how to leverage the latest in Role-Based Access Controls.
Posted: 01 Feb 2010 | Published: 01 Feb 2010

FoxT
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HELP DESKS DEFINITION (continued): …  special software to help analyze problems (for example, the status of a company's telecommunications network).Typically, the term is used for centralized help to users within an enterprise. A related term is call center, a place that customers call to place orders, track shipments, get help with products, and so forth. The World Wide Web offers the possibility of a new, relatively inexpensive, and effectively standard user interface to help desks (as well as to call centers) and appears to be encouraging more automation in help desk service. Some common names for a help desk include: Computer … 

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