Help Desk Software

Three useful tips to improve the presentation of your Service Desk results

06 de June de 2014 in Blog

1) Preparation
Distribute handouts in advance, either online or offline, to all who attend the meeting to discuss the results.
2) Presentation
The presentation does not expose you to only what is written in the operative, the information displayed on the screen is complementary to analysis. The demonstration of such information must be based on the knowledge you compartea about the results.
3) Information and Knowledge

Place details on the operation table service in a way that is easy to understand for the customer. Make sure the information makes sense not only because you understand the data, but because you have confirmed the problem and the results presented.

What is the Help Desk service ?

12 de May de 2014 in Blog

Among the activities that are part of the scope of this service include:

Guide users on standard operating procedures and best practices for using the features available in the tool;
Remotade solutions to deploy on servers and client workstations;
Provide channels of communication with the team of analysts, Service Desk 24 hours;
Providing information to the customer through the tool about the progress of incidents and perform sorting of completed;
Provide customer support problem diagnosis and corrective allocation solutions , with a comprehensive view of the performance of the tool;
Provide information on the features and required minimum hardware through standard documentation to justify any purchases of servers , workstations and peripherals, by customers;
Send any requests for analysis of product improvements made ​​by customers.

Evaluate customer satisfaction surveys

15 de April de 2014 in Blog

A lot of time and resources are invested in developing satisfaction surveys , determining their frequency of application, mode of distribution and compilation of results. So your goal should go beyond simply ask if the customer is satisfied. Use the survey to evaluate the effectiveness of the solutions , courtesy of the agent and allow customers to make comments freely. What you do with the data obtained from these surveys may be the most important work to be done.

In a perfect world, all comments received glowing descriptions would be an excellent support experience. Even if the results of your help desk are very good in the polls, make sure to pay proper attention to the lowest scores. If a satisfactory response is received, perform a review of the incident in question and learn in depth about the documented description of the problem as well as on measures taken to solve it.
Take the opportunity to talk with customers who provided some type of negative feedback. Consider these responses as opportunities for improvement rather than just points that ruined the average result of your help desk. When you contact these customers and discuss their interaction with help or service desk, you can identify areas of interest in which is required training and processes that need to be reorganized. More important, you are sending a strong message that let you understand that feedback, both positive and negative, are appreciated and that concerns are taken seriously .
You should also consider using the survey to help answer one of the most important questions you can ask to your clients – ” What is important to you ? ” Even if your organization is not capturing this information, provide four or five initiatives that are on the radar of IT in your organization and ask each client what is most important to them.
Imagine having this kind of information to analyze the IT budget for next year or to determine the projects to be implemented and what will be sidelined for a while. So do not just create an index of customer satisfaction. Without an analysis of customer survey data, and taking action on it, you will be simply, just computing numbers.

11 Ways to cut costs without sacrificing customer service of your help desk

26 de March de 2014 in Blog

Help desk

Rethinking the services provided in the Help Desk area is the first step to reduce costs while still providing quality service to customers. Satisfaction surveys , for example, can help in the process of defining the priorities of users, optimizing the time of the professionals in the help desk . Staying current on the latest tools and technologies efficient and also helps provide a more objective service and, consequently, reduced spending . But beyond that, what other strategies can be established for the company to reduce costs while maintaining the level of service?


1) Focus on the Issues Management . Analyze the main factor makes the most efficient service and can help eliminate the root cause applications;

2) Speed ​​up the response to the client : automate and integrate all in one system ;

3) Be proactive and anticipate the needs of the client;

4) Get involved with the client’s problem and be flexible. Dedication to service is also a way to optimize the work ;

5) Make an analysis of the most common problems faced by users and establishing  more objective strategies to reduce or eliminate the causes;

6) Focus on the resolution at first contact and ensure user satisfaction ;

7) Create indexes time and quality of resolution of customer problems ;

8) Register the incidents and service requests till the resolution ;

9) Remotely access the client machine to see and fix the problem .

10) Bet on virtual visits and reduce support for application installation, configuration changes and updates

11) Terminate old technologies.

Big Data and Professional preparation

07 de March de 2014 in Blog

Word Cloud "Big Data"

Big Data is a fairly new term that has become popular to describe the growth , availability and use of information exponentially . For IT professionals , it is important to keep an eye in the  volume increase , variety and velocity of data that constitute the Big Data .

In the past the volume of data created a storage problem , but with the cost of inventory falling increasingly , the major problem to be considered is the relevance of the data . The professional must learn to value these files , ignore them or overestimates them .

Data today are showed in many types of formats . Some research shows that about 80 percent of the data of an organization are not numerical , but these data also need to be read , understood and used in the analysis of the company and in the decision making process .

The speed described in Big Data has much more to do with the ability of the professional to receive information, reacting to it quickly and use to your advantage , that with the speed of its arrival. The speed of the facts and information has been increasing , and the difficulty of using this knowledge grows well along with the speed .

According to the Bureau of Labor Statistics , about one million jobs related to big data will be created in the United States over the next seven years. Salaries promise to be bigger than IT technician today , as personal development and perception will have to be bigger too .

Thinking about it , the website The Motley Fool has produced a list of seven professions that tend to engage in this wave of 3VS (volume , variety and velocity) and grow significantly in the coming years :


Market analysts : they are responsible for transforming the massive amount of data into useful information to businesses .

Software developers : how creative agent of tools that help in the analysis of large amount of data .

Database administrators : responsible for storage and access to data already obtained .

Analysts computing : responsible for integration between IT professionals and executives .

Network architects and security experts : those responsible for the information secure and diamonds flowing regularly.

Network administrators and systems : professional skilled at keeping everything running is essential .


Along with these six areas , so does the market for university professors . The growth of Big Data must take more and more students becoming interested in such means and are the masters who will lead this whole group .

Today , we have the amount of about 1.8 on zettabyte digital data in 2015 should already be with 7.9 zettabytes here three years ago and all the world’s information can be stored in 493 Billion iPads.


Sources: Canaltech and SAS – Software Intelligence Analytics .

What is the importance of having a knowledge base in IT

18 de February de 2014 in Blog, How to, ITIL, Productivity, Satisfaction

PrintKnowledge base is where you store all relevant information about your work done in your company, so you can access it later. But how to create an effective knowledge base in your company?


First, to build your knowledge base you need to keep in mind your goal, because the term is too wide and everything eventually may become a knowledge base. For example, if the average time for solving problems in your Help Desk is high, you need a base to streamline this process. That needs to be started for each incident. In this case, a set of records of incidents can be the foundation of knowledge you need , with known errors and technical workarounds that can be found easily. On the other hand, a database where are stored all manuals and operating procedures of a particular technical support is also a knowledge base.


But the question is: how to make this efficient knowledge base ? How to relate all this information to quickly find the answers I seek? To have a base of knowledge organized and effective, you need planning and control. One way to optimize your base is the indexing of the content that needs to be registered on the basis of criteria to facilitate your search, such as the due date for questions and model registration ( title , problem , cause and solution ). Hold people responsible for base and to measure their use to achieve constantly make improvements.


Owning a knowledge base will help you establish a pattern of response to the calls , increase the solution at the first level, the possibility of direct technical support Level 2 for more complex jobs that generate more value for the business , plus shorten troubleshooting and enable service 24 × 7.


What is theory and what is practical in the Help Desk

03 de February de 2014 in Blog


The theory is always fantastic , but is it useful day to day? Organize ideas, standardize processes and define methodologies are theories that serve to guide their decisions in everyday life, but and how to reconcile all this information in practice?

Keep updated processes brings greater competitiveness and agility to main help desk and reduce potential costs. ISO certification should always be renewed, as it gives more visibility to the company, ensures the acquisition of new clients and service efficiency . The rules of ISO standards prescribe the requirements for efficient work , so following these practices is much easier to achieve quality . On the other hand , these rules require a certain time to adapt such as the assimilation of their nomenclature , which can be very general . The ISO 9000 standards are generic for various business segments, already ISO 20000 is focused on service desk and comes with a few adaptations , and guides us on what should be done .

Because of ITIL ( Information Technology Infrastructure Library) , we know that contacts are made exclusively by level 1 , but what about when there is a lack of information in the call? Level 2 will return to the so-called central or speak directly with the user? Who dictates the game: the theory or practicality ?

The perfect world of theory, everything is solved in a few steps, but in the real world we need to optimize costs and time. So, not always based the theory , look seeking clues on how to solve their problems by observing your day to day needs and company policies . Regardless of what the solution is , always seek the balance between theory and practice so that their actions are effective . Theories are good practice, no rules that can not be broken and they have no margin for error. They were not designed to be applied ” to the letter ” , but to show a path to be followed , which can and should be cut by you.



Ensure productivity of your help desk team

27 de January de 2014 in Blog


The help desk is not just a call center to IT problems, is a strategic component for companies. The events and faults cause an impact on the daily lives of users that can dramatically decrease productivity. If IT fails, the company’s productivity falls automatically.

To ensure the operation of the help desk, we list six techniques to Watch in hiring this service:

1 – Index 80 % of incident resolution via remote assistance . When there is no need to shift professionals saves time and hence productivity.

2 – telephone recording and filming the sessions. The record of attendance by telephone and help desk tool system is crucial because it minimizes the risk of misunderstanding.

3 – Analysis of cases in real time. The system vendor shall ensure improved monitoring service being held by the analysts.

4 – Satisfaction Survey. The so-called must be punctuated by users, or the provider should ask the user to give a score to each service.

5 – Monthly Reports. The highest recorded problems should be reported via report and monthly indicators , helping the customer find the solution and plot their strategies and investments to the area.

6 – Evaluation Analyst. Professionals must undergo regular assessments to identify the need for recycling , motivation , training …

Qualities for a leader in the digital age

06 de December de 2013 in Blog

dave1-216x300As in all areas, in IT there are characteristics that contribute more assertively to train new leaders. So you can position yourself as a leader in comprehensive digital age , we’ve listed some specialties to be worked in its management model and work. Check out:

Create and adapt to market
Innovation is a constant today and adapt to change is a necessity . The digital leader must always be alert to trends and willing to learn.

Having macro view of business
Knowing the market where work is essential because you need to understand the specifics of the business to be able to manage and implement improvements .

Being able to make complex decisions
A desirable quality for all leaders . However , in IT we have Big Data , analysis and correlation of data with simple decisions or rather that the leader needs to take.

Dealing with people
Talent retention and coexistence with different profiles is a major challenge of leaders therefore learn to understand the specifics of each professional to be able to extract the best from each.

Analytical master data programs
Store actions and results on the internet is serious business. The digital businesses require the assistance of metrics and indicators for the maintenance of these procedures .

Be precise in communication
For a clear definition of objectives , leadership and professional motivation , communication is an important factor in alignment. Learn to talk with their professional equals, decreasing the risk of misunderstandings and increasing excellence of the projects .

Have personal flexibility and time
A new project or a new corporate action are not dated . Be aware of this when opting for this career .

Motivating the team and yourself also
Whereas increasingly demanding and complex challenges , the IT leader needs to keep your team motivated and determined to achieve the goals , but the willingness to face new projects .

Always study
New technologies , processes and techniques (including people management ) are created and discovered at a speed never seen before. Therefore , those who wish to pursue careers in this area can not be stopped in time.

Useful tip :)

22 de November de 2013 in Blog


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