Help Desk Software

10 priorities for IT leaders in 2013

12 de December de 2012 in Blog, Productivity

On the agenda of CIOs, ten points will catch the attention in the area of ​​Information Technology. Take a look:

10. “The means is the message.” Philosopher Marshall McLuhan’s quote still resonates in our world full of TVs, desktops, tablets and smartphones. How can you optimize the user environment to improve business’ messages?

9. “The whole software will look at the world as like Facebook.” This is the observation from the CEO of, Mark Benioff. He predicts a world where software is self-explanatory. How does this change the role of the CIO?

8. “Accumulating data about you is not just a weird hobby of corporations, but a business model. You are your product.” This quote is from U.S. Senator Al Franken, who talks about how Big Data has potential to generate great opportunities for the industry. What are the implications for business?

7. “Simplicity is the ultimate sophistication.” This saying from Leonardo da Vinci reminds us that the era of IT complexity must end. What legacy will you retire this year?

6. “The whole is greater than the sum of its parts.” Aristotle was not planning on mobile devices or cloud, but his aphorism also applies to technology. How will you integrate these tools to create business opportunities?

5. “It’s technology married with liberal arts, married with the humanities that makes our hearts sing.” Steve Jobs reiterated the importance of the item design. Where can the CIO apply a good design to do a good job?

4. “Resistance to change is often just a lack of clarity.” The author of the business book, Dan Heath, was correct. How can you explain the mission of the IT troops?

3. “Never mistake activity for achievement.” The basketball coach John Wooden touched on an important point: Are you working hard without adding value to the business?

2. “The illiterate of the 21st century will not be those who cannot read and write, but those who cannot learn, unlearn, and relearn.” The futurist Alvin Toffler saw the value of lifelong learning. What you will learn again this year?

1. “You better start swimming or you’ll sink like a stone, for the times are changing.” Bob Dylan probably does not know much about CIOs, but we do. Is there any C-level executive willing to change? Remember: always do a good work!

via ComputerWorld

5 tips to avoid making mistakes in IT

05 de December de 2012 in Blog, Productivity

Below are 5 tips to avoid making mistakes in IT

1. Have a professional dedicated to monitoring:

The monitoring needs to be done by those who understand and know what to do to fix the problem and avoid losses. Or if you have a dedicated and experienced team or hire service of a specialized company.

2. Learn which KPIs are most important to the business:

Work calmly. There is no need to monitor all the outsets at the same time. Start by identifying what is most important to the company’s business, and thus, the alignment of IT to the business happens naturally. After dominating the first situation, it is easier to increase the actions and the items monitored. Seek to know which are the biggest pains of the company, start it, and treat it. Then identify what follows on.

3. Choose the tool after defining the processes:

Tool + Knowledge = solution.

The tool alone does not solve all problems. So to do well, you have to know where to use it, even though it is one of the best tools available on the market. Make it be managed well, for it defines who will analyze the reports and what will be done when a warning signal sounds.

The process of IT management is continuous and never ends. Technology is always changing, and there are always new pains that must be addressed. Do not put a team on the field without a tactic: Data analysis should be done by dedicated managers, and not without professional and shared experience.

There is no use in having a more expensive tool, if no one knows how to configure it, or if it lacks the necessary flexibility for the company. It is essential to evaluate all this before purchase.

4. Learn about your TCO (Total Cost of Ownership) and ROI:

Head count (human resources) usually makes up the largest expense of such a project. If the company has already set the ideal tool, must also have appropriate professional to handle it.

ROI: knowing the value of the damage in time for a fall or crash is the primary means of obtaining the return on investment made by the staff and tools.

5. Appreciate the work of IT: Do the “personal marketing” of IT and always disclose positive data related to day-to-day based on statistics.

Providing dashboards / control panels with data system availability or the internet, for example, for the user, decreases the number of requests

There is a lack of minimum indicators that measure the performance of IT devices and items. Currently the technology makes it possible to send alerts by phone, email or otherwise make available via the company intranet access, for example.

Customers expect much more than individual solutions!

03 de December de 2012 in Blog, Productivity

New Studies by Cone Communication and Echo Research has suggested that customers expect much more from companies. That is, your business should be focused not only on solving the day-to-day routine problems, but how they are linked to a cause. Solve the questions of your customers the fastest way possible, so everyone can enjoy a productive time in the company.

5 tips to optimize results

21 de November de 2012 in Blog, Productivity

1. Delete all messages that contain routing to operators, voice mail, fax and bad audio, in addition to filtering busy signals, failed calls and calls that do not meet. Thus, it takes you to the only binding agent production, optimizing staff time;

2. Always choose someone that fits the amount of calls per AP’s available according to the effectiveness of mailing. That way, you avoid that customers are waiting in line, and if  there isn’t someone to answer it, the connection is dropped;

3. The faster the system detects an umproductive connection, will cost less because operators only charge for calls at the third second;

4. A good platform has online operation monitoring, performance and agent management reporting; integration with leading CRMs; digital recording with remote search by various fields, call accounting and online campaigns;

5. Over time you gain by using efficient systems,  plan the best action strategy for each campaign.

What are the most common problems with desktops?

29 de October de 2012 in Blog, Productivity

What are the most common problems of desktops?

1. The computer starts normally, but nothing appears on the screen.

2. The computer does not work, neither monitor nor CPU.

3. When the screen is on, it appears unreadable

4. Error messages when starting

5. When you start your PC it continues running a scandisk.

6. The programs don’t install, run or your computer freezes when accessed.

7. Printers, monitors, scanners, faxes, graphic cards, sound cards or additional are not working properly.

8. Your computer suddenly freezes.

9. Equipment not being recognized by your computer, before, during or after installation.

10. Password error

11. Cannot connect to the internet

How can the Service Desk tools help you?

1) Centered helpdesk console: Allows you to easily see all the problems and categorize them.

2) Ticket management: Automatic Monitoring, categorization, prioritization and fast and easy grouping of common problems.

3) Workflow History: provides multiple queues and processes to manage the flow of events and best practices to solve them.

4) Notifications: So your client has a view of the progress in resolving the problems.

5) Reports: Monitor, track, and report incidents to improve incident management and SLA

How fast does Customer Service need to respond?

05 de October de 2012 in Blog, Productivity

With the rise of social media and the transition to an information society, the instant response is already a rule. This is also true in the world of Customer Service, the expectation of consumers today is to have an Omnipresent Real-time Customer Service, which is Transparent, Authentic, and especially fast.

Users prefer the answer to be fast via social media, but what they prefer most is that their responses are rapid via Twitter! That’s 30% of users who want a quick answer, on average 30 minutes, compared with  Customer Service via Facebook that is only 16% with the same average time.

Be alert to the average time, the favorite is 30 minutes!

See the infographic below:

3 useful tips to improve your Service Desk´s result demonstrations

01 de October de 2012 in Blog, How to, Productivity

1) Preparation

Distribute documents in advance, online or offline, to everyone who will be attending the meeting to analyze the results.

2) Presentation

In presenting don’t narrate or read what is written on the slides, the information that is on the screen is complementary to their analysis.

3) Information and Knowledge

Put these various details about the operation of the service desk in a way that the customer understands. Make sure the information makes sense not only because you understand the data, but because you have experienced the problem and the result presented.

5 reasons why a service catalog is needed

21 de September de 2012 in Blog, Productivity

1) The catalog will organize your IT environment and will allow you to analyze the shortcomings of each service offered

2) The IT services will stop receiving calls about other types of services such as maintenance of electro-portable office.

3) There will be no waste of time given the other demands beyond the IT Environment.

4) The service catalog includes all the services offered, software and business systems that can be installed and supported.

5) It will help the Service Desk team with information about policies and what needs to be done.

The 10 Commandments of the Help Desk

04 de September de 2012 in Blog, Productivity

The best help desk professionals follow the 10 commandments created by Gustavo Gaidzinski. According to him, these are the basic premises for success in the industry.

Get to know the Ten Commandments for professional help desk:

1. Know your team: through involvement with HR and feedbacks.

2. Recognize your positioning: Make satisfaction surveys among users and talk formally with sponsors.

3. Taste the most bitter of medicines: discuss service processes and eliminate the comfort zone.

4. Choose the best soldiers: a good analyst is better than two average analysts, make the team get the hint.

5. Don’t frustrate the user: use fast, easy to maintain systems and keep an eye out to see if the user gets annoyed with the technology services.

6. Pick your battles: do not try to solve all problems at once.

7. Face your enemies put the execution of the priorities into practice and use the internal marketing as an ally.

8. Measure your success: indicators should be implemented to ensure continuous benefits.

9. Take care of your appearance: be careful with oral communication, voice quality, and fluency.

10. Commemorate your triumph: make some room in your  budget for celebrations, so keep staff engaged and in “high rotation”.

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