Helpdesk Introduction

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  • CompuCom Systems Positioned in the Leaders Quadrants of Analyst Firm's 2005 Magic Quadrant Reports for North American Help Desk and Desktop Outsourcing Services

    E[acute accent](a) The Magic Quadrants are copyrighted January 30, 2006, and February 3, 2006, by Gartner, Inc. and are reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant and does not advise technology users to select only those vendors placed in the "Leaders" quadrant. E[acute accent]The Magic Quadrant is intended solely as a research tool and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.


  • Track-It! Recognized as Help Desk Professionals' First Choice; Survey Identifies Numara Software's

    TAMPA, Fla. -- Numara Software, Inc., a global provider of IT management solutions for IT professionals, today announced that a survey conducted by the leading Spanish language market help desk forum, Foro Helpdesk, has identified Track-It! as help desk professionals' preferred choice for help-desk software. Conducted annually since 1999, Foro Helpdesk's best practices survey selected Track-It! over seven other solutions, including Remedy's Action Request System and Magic Service Desk. The survey also names Track-It! as the most easy to use and affordable solution on the market.


  • Soffront Offers Remote IT Asset Management Capability for Help Desk

    Help desk software See help desk. 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) software. This improved capability allows companies to audit computer assets in remote locations such as home offices. This capability solves a critical problem of taking inventories of hardware and software assets and managing software licenses for remote employees.


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  • Insource America Teams Up with Adecco to Help Hurricane Victims; Katrina Relief Job Bank Provides Re-Employment Services

    HOLBROOK, N.Y. -- Insource America, the Holbrook-based IT support company, which recently announced its plans to donate technical support services to companies and organizations crippled by Hurricane Katrina, has teamed up with Adecco (NYSE:ADO), the global leader in human resources and staffing services, to provide a re-employment solution for hurricane victims. The Insource America Katrina Relief Job Bank boasts a web portal designed to provide a practical vehicle for displaced workers to find new work wherever they may be located.


  • Serving up IT help: help desks are becoming faster, smarter, and stronger as new technologies--and security concerns--work their way into campus life

    In a nascent experiment, the university has partnered with Apple Computer to provide each new freshman with a 20 gigabyte iPod. The handout was meant to create results such as those concocted by Peter McIsaac, a faculty member teaching "Berlin in the 20th Century." McIsaac had his students listen to old speeches downloaded onto their iPods; play German music from the 1920s, 1980s, and 1990s; and record interviews discussing American attitudes about Berlin.


  • UniPress Software to Host Second Annual FootPrints User Conference in Las Vegas

    UniPress Software, Inc., a leading mid-market provider of web-based service desk automation software, today announced that it will host its second annual user conference this fall in Las Vegas. The 2005 FootPrints(R) User Conference offers an interactive forum for FootPrints customers to learn and exchange help desk and customer service best practices, technologies, and real-world deployments of the award-winning FootPrints product line. This week-long event, beginning on September 25, will include numerous support industry analyst and experts, a full conference with three tracks, a hands-on demonstration lab to test-drive the latest FootPrints solutions, and Help Desk Institute (HDI)-Certified best practice training courses.


  • HDI Honors Local Chapter Help Desk Analyst of the Year Winner; Karen Kline, Support Services Analyst, FormScape, Inc

    HDI is the world's largest membership association for IT service and support professionals and the premier certification body for the industry. Founded in 1989, HDI's mission is to lead and promote the IT service and support industry by empowering its members through access to timely and valuable industry information, including reports and publications; encouraging member collaboration through events and online forums; and establishing internationally recognized, standards-based industry certification and training programs. In addition to membership, certification, and training, HDI produces the highest-rated industry event, the HDI Annual Conference and Expo, for service and technical support professionals. HDI is member-focused, and remains vendor-neutral in its efforts to facilitate open, independent networking and information sharing within the association network. HDI has more than 7,500 members worldwide, (including 90% of the Fortune 500), and more than 50 active U.S. chapters.


  • UniPress Software Launches Professional Training and Services Program to Help Customers Successfully Implement and Optimize Their Service Desk Automation

    E[acute accent]UniPress Software, Inc., a leading mid-market provider of web-based service desk automation software, today unveiled the UniPress Software Training and Professional Services Program to help customers expedite and optimize FootPrints The amount of geographic space covered by an object. A computer footprint is the desk or floor surface it occupies. A satellite's footprint is the earth area covered by its downlink. See form factor.(R) implementations and on-going usage, and to improve knowledge and performance levels of service personnel and customer support center operations.


  • UniPress Software Wins 2005 ContactCenterWorld.com Members' Choice Award for Best Help Desk Solution in Americas Region

    "This year's competition was extremely high, with over 83 entrants and over 3,500 votes' cast," said Raj Wadhwani, ContactCenterWorld.com Founder and Editor-in-Chief. "For UniPress, this is a well-deserved award; one that signifies the company's value to the contact center community and specifically to its supportive customers who reinforced, with their votes, its position as the best help desk provider within the Americas region."


  • FormScape Global Support Services Analysts and Managers Achieve HDI Certifications; Enhances Service Levels and Consistency Throughout FormScape's Global Operations

    HDI Certification is the world's most prestigious certification for service and support professionals. HDI Certification is unrivalled in its industry acceptance, as it is the only certification program that embodies open, independent international standards for service and support professionals. HDI provides training and certification at four levels: Customer Support Specialist (HDI CSS), Help Desk AnalystA 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.


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