Help Desk Software

5 Tips to build a positive image of the IT staff

28 de January de 2013 in Blog, How to

1) Start with the Support

“Support is responsible for the first impression on IT and therefore represents the first point to be changed so that the reputation of the area to become different,” according to analyst research management and technology consulting Info-Tech Research Group, Jennifer Perrier-Knox.

2) Explain what was done wrong so it won’t be repeated

“When the IT department is called is because the requester really is in trouble and, of course, and solve them, wondering what was done wrong and how to avoid them in the future,” says technology consultant for a health insurance carrier American, Julia Steltmann.

3) Avoid technical terms

For other departments, the ideal  IT professional is one that can explain a technical issue easily and that everyone understands. Staff from other areas do not have an obligation to know the specifics of the technology company.

4) Respect the time

Even with the extra demands of the business, the IT manager has the duty to organize the teams so they do not accumulate weeks between a request and service. Everyone knows that when a department requests the help of technology, they needs this support immediately and not nearly a month later.

5) Communicate forecasts

According to Jennifer, when requesting an IT project, she wants to know how long it takes until all the initiative is completed and what is slack. “Furthermore, it is important to have feedback (returns) over the project to know what’s going right, what we could do in the area requesting to expedite the work of IT staff, among others,” says Jennifer.

Help Desk and Social Media – Everything’s worth sharing!

25 de January de 2013 in Blog, How to

Remember the days when you had to call the customer service department, waiting on the phone for 2 hours and then received no help from the customer service representative? Those days are disappearing fast and are almost entirely due to the help desk for social revolution, facilitating the process of satisfied customers constantly when your questions are answered. The customer service practices clearly have to adapt.

One of the premises of Social Media is: Everything is worth sharing! How Twitter, Facebook, LinkedIn and other social media platforms become more popular, customers are taking matters publicly about their problems with the companies. The fans like to get the inside scoop on your business, product or service. Give it to them! Users are becoming more selective about the brands that they connect with.

Create within the virtual environment practices to respond to tickets, one of the tips is to create a twitter #hashtags on an issue. Along with the short links directed to an explanatory page. Another practice is to create an album on facebook with humorous images and syntheses of small resolutions of FAQs. Also insert a link to a page explaining more.

Always open space for dialogue between service users and product. It is good practice and two-way street, help the client and helps improve your own service.

5 big technology trends for 2013

11 de January de 2013 in Blog, How to

1. Mobile Devices

Mobile phones will overtake PCs as the most common device for Web access worldwide.

Some IT departments need only support mobile devices for specific professional whose duties require mobility. The others remain in traditional computers. But the rise of mobile devices signals the end of Windows as a unique corporate platform.

“By 2015, shipments of tablets will reach around 50% of laptop shipments and Windows will probably be third on the preference of the people behind Android and iOS from Apple,” says David Cearley, a Gartner analyst. “As a result, participation in the Microsoft client platform (PC, tablet, smartphone) will probably be reduced to 60% and may fall to 50%.”

2. Personal cloud replaces the notion of personal computer

The cloud will house all aspects of a person’s life. For being a model as large and able to marshal infinite resources “any platform, technology or vendor will dominate it,” indicates the research institute. This also means that IT has to support almost everything.

3. Cloud computing

As cloud adoption grows, IT departments will have to create “cloud services” to serve as a focal point to manage access to external services.

4. Big Data strategy

Big Data projects are becoming more economical for businesses, thanks in part to the servers and low cost CPUs. Big Data strategies, Gartner analyst believes, will cause users to no longer run isolated projects. Companies will incorporate the analysis of massive data in more activities they perform.

5. Computing memory (in-memory)

In-memory computing, says Gartner analyst, can be transformational. It allows activities that consume hours to be performed in minutes or seconds. The in-memory computing will become a dominant platform in the next year or two, as more and more users search queries in real time.

5 radical resolutions for IT in 2013

09 de January de 2013 in Blog, How to

The five resolutions that can help the work of the CIO and his team in the long term, and also tends to make the environment even more productive.

Resolution 1: Let employees use the computer that they want. Give users a predetermined budget and if they want a computer that goes beyond this amount, they can pay the difference. On the other hand, if they don’t reach the budget, use the rest of the money to invest in other items such as monitors.

Resolution 2: Let users use the smartphone that they want. As with computers, establish security standards and access to smartphones. Users who prefer their differentiated devices must manage them on their own. Give them a monthly spending limit, so they have to take care of contracts and/or penalties for excess usage and service problems.

Resolution 3: Migrate to online applications. Whenever possible, explore this type of solution, either through the internet or intranet. These applications are not tied to specific platforms; it allows the IT to stay worry free with manufacturers or platforms. Moreover, these applications require no maintenance and can be easily modified.

Resolution 4: Trace strategies for using VDI. Anyone who has a tablet knows what the future awaits: applications and environments that can exist in separate locations, but operating as and unified experience.

Being able to run different applications is just the beginning. The same principle applies to separate personal applications, enterprise applications, corporate data from personal data, encrypted data without encryption, and so on.

Resolution 5: Adoption of collaborative platforms. With people working in different places – in an office, at home, on the street or anywhere else – information that they share and exchange must be easily accessible. Email takes time to pass information from one person to another, so it’s not the best kind of collaboration.

The implementation of a collaborative platform will not only help improve the productivity and working style but also will help to better distribute the tasks.

Technology in the cloud saves money and increases mobility

30 de December de 2012 in Blog, How to

Cloud based Technology  to help reduce the complexity and problems.

Cloud solutions have proven to provide fast and flexible access to new technologies and resources, with fewer overloads in the IT department, general management costs and budgets for capital expenditures. Although the local communication facilities are still prevalent, we expect to see a higher proportion of companies deploying ‘hybrid’ solutions that overlap existing systems with new cloud-based complementary resources. Look for a vendor that is confident in recommending and providing local, public cloud, private or hybrid solutions.

Managed services to help minimize problems.

“Prepaid” managed services and cloud services are valid options to solve the demand for personnel and growing and changing skills in the IT. Many customers have found that the savings by having one provider to manage and / or host environment for them not only reduces operating costs and the demand for recruitment and training, but also allows the company to dedicate more time and resources on the core of the business.

Attitudes to achieve professional goals in 2013!

26 de December de 2012 in Blog, How to, Productivity

If we are to achieve our promises for the new year, we need to make them specific. Compose a cast of operations that are short and long term, such as:

1. Look at the “IT” as a source of information. Focus more on understanding the data value instead of technology. Don’t waste data that the company holds about customers, products, processes and projects. All information sources are ideas.

2. Start to read more. Reading newspapers and magazines related to business issues is a good way to be better prepared for meetings with the board and gives you more strategic looks on the operation.

3. Presenting solutions for the business and not technological tools. A global project will capture the attention of the CEO, unlike what happens if you approach him talking about IT technicalities.

4. Incorporate routine innovation exercises. It means looking at all aspects of your life in a more questioning, thinking of ways to improve the day-to-day issues. Thus the concept of innovation will begin to demystify.

5. Make meetings with your peers more often. Admit it, you don’t listen to your peers as much as it should. Grab your calendar and allow more time for that.

6. Finding time to blog and tweet. They are the most effective way to make conversation with employees, customers and partners. You’ll be amazed at what you will learn (and what you have to offer).

The obvious problem solving

14 de December de 2012 in Blog, How to, Productivity

When facing problems start with the obvious, even if it looks like an amateurish attitude. Imagine that the user opens an incident saying they have no access to the internet and much less to systems and shared networks, it reports a problem with the network drive, the technician cannot, without first analyzing the situation, remove and reinstall drive, start begin with the obvious, “Is the network cable connected?.

This situation occurs in many professions, the professional’s obligation is to provide an conducive environment to work and if troubleshooting is required, apply it in the most objective manner possible, analyzing the situation and starting with the obvious, thus avoiding ‘circumventing ‘ the problem with complex and sometimes  ineffective solutions.

A ‘troubleshooter’ should be trained to offer the best solutions to problems, but often not even a trained professional is able to quickly solve certain challenges that arise, so it is important to have parsimony to analyze the situation and always start with the obvious.

Reference: Gestão em TI

Relationships are the main challengse for the IT Managers

07 de December de 2012 in Blog, How to

A good professional constantly grows in experience and learning, so the MBA’s, specializations, certifications, courses, seminars, and workshops are important, although all these are distinct.

But a successful project manager must go beyond diplomas and certificates, he needs be an expert in field practices and general knowledge – knowledge in project management, performance management, and has attributes such as leadership, pro-activity, personality, attitude, communication skills, etc.. – Interpersonal skills.

According to Cleland and Ireland (2001) the competence of a project manager is in the balance between knowledge (K), skill (S) and attitude (A). It is a well-known formula: K = A + S + Other Skills

People are the key to success for a project manager. For all technical qualification may be obscured if the manager run into a conflict of interest, for example, between two functional managers or between client and sponsor, and does not deal with it. It´s more than looking at spreadsheets and software, schedules, costs, etc., it´s looking at the people. Know your team, know your sponsor, and get to know your customers. Learn to take advantage of differences and the results will be amazing.

The good news is that it is easy to practice developing these skills. Beginning especially at home with the family, with neighbors in the building and with friends and colleagues, for it’s the practice of good relationships that help develop the career of a project manager!

Customer 3.0

23 de November de 2012 in Blog, How to

Technological developments takes on many changes in social behavior and these changes are happening rapidly. But those who deal with the public must be prepared to understand the changes and foresee them. Right now, consumers are defined as 3.0 and companies need to be ready to relate to your audience within your environment, which are social networks.

There was the on-site service, then via online services. We’re in a third generation, which is the union of all previous ways of contact, social networking and more. Companies need to offer phone support (which is a legal obligation in the case of Customer Service Centers).

Contact centers have been following this evolution and must be prepared to offer support to firms in contact 3.0. Vocalcom data show that 3% to 5% of the companies relate to their customers through social networks. This number is very low, especially if we consider that the changes happen faster and faster.

At least 1.5 billion people are on social networks around the world and according to comScore, another interesting data is that 30% of consumers are influenced by social networks. With that said, they deserve attention.

Can Tablet Apps Help Improve the Help Desk?

14 de November de 2012 in Blog, How to

In large organizations, contacting the help desk for assistance for new services is rarely a pleasant experience. Would applications for tablets be a way to solve this problem? Only if you have the right resources.

There are two key aspects to an IT  help desk operation: users contact the support team when something goes wrong, and when the process is managed. In many organizations, the phone call still is the most common method of talking to the help desk.

The next step for a help desk is managing it through some sort of web-based system, often located in the company’s intranet. In theory (though not always in practice), this should result in a faster resolution of problems, from common problems that can be identified through frequently asked questions (FAQ), documents and processes, to password resets that can be automated.

This week, management andIT  help desk software developer BMC announced its new platform Myit. The software will not actually become available until early 2013, but BMC is already talking up the main concept: that, in an approaching era, such as bringing your own device (BYOD) is becoming more common, the team should be able to access and apply technology resources from a variety of devices, and use a more modern interface for self-service, instead of having to navigate through a phone system or a painful data bank entirely text-based. Need a helpdesk appointment? Click an icon.

That sounds like a promising idea, and there is no doubt that current approaches have limitations. “Only 35% of employees say they get what they want from their IT company,” said the technology director Suhas Kelkar when he demonstrated the system Lifehacker earlier this week.

The prototypes look interesting, but does not change the fundamental dynamics. This type of automation will only work if the back-end systems are in place to refer these requests, and that will only happen if there really sufficient support staff on site. Is this true in your workplace?

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