Helpdesk Introduction

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  • STI Knowledge Named as a Market Leader in Gartner's Magic Quadrant for Second Year in a Row

    According to recent Gartner statistics, the worldwide help desk management services industry is currently expected to grow from $9.6 billion in 2003 to $13.1 billion in 2008, representing a 6.5 percent compound annual growth rate. Large corporations are driving this growth with their desire to cut costs and improve customer satisfaction through creative outsourced helpdesk solutions.


  • Consumer health information from both sides of the reference desk

    THIS ARTICLE ADDRESSES ISSUES surrounding the provision of consumer health information in public libraries. Barriers to the use of public libraries by health care consumers are explored. Once a person has decided to try the public library as an avenue for searching for health information, interactions with library staff may still pose some challenges, both for the library user and for the librarian at the reference desk. Perceptions of the library as a place for health information often differ. Awareness of these issues can be helpful for both parties. The National Network of Libraries of Medicine can assist with training, Web resources, and funding for projects involving health information outreach to consumers.


  • Leading Organizations to Share Cutting Edge Service Desk Deployments at First Annual FootPrints User Conference in Las Vegas

    The 2004 FootPrints User Conference reinforces the strong growth of the FootPrints product line. This year, UniPress has continued to record strong quarter-over-quarter sales, helping organizations of all sizes automate their help desk and customer service operations.


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  • Research and Markets: The Help Desk Essential Guide

    Hundreds of pages with easy-to-follow sections -An extensive must-do checklist based on our experience implementing Help Desk in over 40 industries -New practical advice on awareness, planning, implementation, and review -New commentary on delivering upon business value -All-new "tuneup" section tailored to improve the performance of existing initiatives -Fully updated throughout to take account of current Best Practices and policies, and the state of their use


  • C3i to Showcase Latest End-User Support Solution at HDI 2004, The Leading Event for the Service and Support Industry; HDI 2004 to Take Place April 17th - 21st,2004 in Orlando, Fla

    HDI 2004's Expo Hall is the most comprehensive place to learn about the latest tools and services for the IT and customer support organization. The event's robust expo hall will feature more than 80 vendors of problem and change management, email management, knowledge management, virtual support, self-service, call center technology, customer and electronic relationship management technology, enterprise technology, training, and more.


  • UniPress Software to Host Its First Annual FootPrints User Conference

    UniPress Software has realized strong momentum with its FootPrints line of web-based service desk solutions, as exemplified by its growing base of nearly 2,000 customers. The FootPrints product line provides organizations with a powerful system to automate all aspects of help desk and customer service operation. Its flexibility provides the capability to track and manage other business processes, such as change management and workflow management. These features and functionality will be showcased in the agenda throughout the event.


  • UniPress Software Partners with DEMA Education to Offer Help Desk Training and Certification Programs

    By choosing the Help Desk Training curriculum offered by UniPress, attendees receive courses led by the specific individuals responsible for establishing the Help Desk Institute certification standards and related course material. Beyond the valuable content, these UniPress courses offer an informative and engaging learning environment based on unique interactive sessions and dynamic student exercises. At the end of each course, measurement tools are used to assess if students have met their pre-set goals.


  • Cost effective solutions for end user management

    One sure way to reduce the number of end-user incidents coming into the help desk is by addressing impending availability and performance issues before they become critical to the user. For issues that do make it to the help desk it is important to resolve the incidents more efficiently through faster problem identification and resolution. End-user systems management tools do both-and complement help desk application and traditional system and network management tools by providing an end-user perspective.


  • Intergraph Achieves Help Desk Institute Support Center Certification

    Intergraph Solutions Group, a division of Intergraph Corporation (NASDAQ: INGR), announced today its completion of Help Desk Institute's Support Center Certification process. Intergraph underwent an extensive auditing process that ensures the company meets industry best practices for help desk service delivery, technology optimization, operational efficiency and customer satisfaction. Fewer than 20 companies have achieved this level of certification.


  • Artisoft and Cynergy Software Partner for CRM Solution; Integrated Solution Allows for Enriched Help Desk Experience

    The joint solution enables TeleVantage customers who are connected to Cynergy's web-based help desk application to have screen pops for inbound customer service calls, Integrated Voice Response (IVR) connectivity for call routing, and outbound desktop dialing for customer service call backs and CRM flexibility. In addition, Cynergy delivers web-based support for the remote technician onsite, as well as a vehicle to track issues and inform customers of up to date changes in the issue or ticket.


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