Helpdesk Introduction

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  • Help Desk Institute Launches Online Training for HDI Certification Preparatory Courses

    Currently HDI's Customer Support Specialist (CSS) Certification and Help Desk Analyst A person who provides technical support for any aspect of the information systems department, including computer hardware, operating systems, applications and networks. Requires troubleshooting and good human communications skills. See help desk and tech support. (HDA HDA - Hampshire Deaf Association (UK)


  • Help Desk Institute Introduces New Level of Certification Testing and Training for Help Desk Senior Analysts

    HDI's HDSA Certification and its accompanying training program are designed for experienced IT support professionals who are - or expect to become - team leaders or supervisors. HDI Help Desk Senior Analyst Certification ensures its recipients have an in-depth understanding of the technologies, processes, and key factors that optimize support center performance; the knowledge to consult on performance enhancements; and skills necessary to market the help desk as a strategic cost-prevention center.


  • Help Desk Institute Brings Gartner Research Notes Subscription to HDI Members; New Program Provides Valuable, Timely Research to Members

    "We are very excited about this new program that enables us to offer our members extremely valuable timely, focused, hard research from a thought leader like Gartner. Gartner Research Notes are concise, insightful research papers that examine trends, tools and technologies, and we are happy to support the support industry by supplying them with this knowledge as part of their HDI member benefits," said Ron Muns, founder and CEO of HDI. "This new program is just another example of how HDI is constantly working to bring increased value to its members."


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  • Visit Axios At Booth 310, Support Services Conf & Expo 2002

    With increasing pressure from software manufacturers to audit license compliance along with the increase in penalties for illegal usage, it is essential that organizations track software deployment. assystDiscovery helps organizations ensure they are B.S.A compliant. It provides a complete breakdown of software installations and usage across the enterprise, allowing informed business decisions to be made about software deployment.


  • Help Desk Institute Names RHI Consulting Exclusive Career-Planning Partner

    The strategic partnership also offers RHI Consulting professionals access to HDI's open-standard certification programs and includes the development of co-sponsored marketing programs. In addition to providing content for the new career portal, RHI Consulting will periodically contribute to HDI's flagship publication, SupportWorld.


  • Help Desk Institute Names Courion's Kurt Johnson to Newly Formed Strategic Advisory Board

    The Strategic Advisory Board's mission is to advise and counsel on issues related to product development, industry trends and membership needs, assess their impact and ensure that HDI remains responsive to the needs of business, industry, education and communities. The board will meet periodically to discuss business trends and objectives and assist HDI in documenting and communicating new developments.


  • Big Blue To The Rescue

    IBM Corp. has deployed a new, Web-enabled support service, Virtual Help Desk, designed to provide support to problem inquiries on a 24 x 7 basis via the Web. The design features of IBM's Virtual Help Desk utilize the latest electronic technology to integrate Web tools into the customer's environment, Virtual Help Desk builds on self- healing, self-help and assisted service processes to answer user questions. A Web portal guides users through all stages, reducing the need for help desk calls and on-sire support. In addition, information about the user, the system and the problem is automatically collected and analyzed to guide the user to the right tools and sources for quick, efficient resolution. Some of its other features include automated problem diagnostics and support solutions, electronic chat (IM help), printer configuration, software rollback and self-healing, and dynamic language translation. IBM will initially market the Virtual Help Desk service to corporate clients.


  • help desk products

    Help desk software must be able to effectively support all the possible paths that a service request may follow from start to completion as is diagrammed here. (Illustration courtesy of Help Desk Technology Corporation, www.helpstar.com) solution. IBM's Virtual Help Desk, an outsourced service offering targeted initially for the corporate enterprise market, is designed to alleviate the high costs associated with corporate help desks and transform them into fully-automated, self-assisted operations by diagnosing and electronically solving technical problems.


  • Spherion & STI Knowledge Formalize Strategic Marketing & Services Partnership; Joining Forces to Enhance Client Help Desk Solutions

    As part of the agreement, Spherion will be a title sponsor at STI Knowledge's e>Support Knowledge Center Symposium at the Bellagio Hotel in Las Vegas August 20-22. Anna Turruellas, Senior Vice President of Technology Solutions, Spherion's Technology Infrastructure Solutions Group, will be a keynote speaker at the symposium, sharing her expertise in optimizing help desk environments.


  • SEO HelpDesk Blog

    What is SEO (search engine optimization) and why does it matter to me? SEO (Search Engine Optimization): The term used to describe the Internet marketing technique of preparing a website to enhance its chances of being ranked in the top results of a search engine once a relevant search is undertaken. A number of factors are important when optimizing a website, including the content and structure of the website's copy and page layout, the HTML meta-tags and the submission process.


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