I'm a big fan of data-driven decision-making, and that's what help desk software can enable. It doesn't have to be anything fancy--we use Web+Center here--just something that can help identify patterns. In our case, we look at which individuals generate the most cases, which sites generate the most cases, and which categories of work generate the most cases (e.g., user error, hardware failure, etc.). We also measure the total number of cases and the time spent on each case so that we can match staffing levels to work load if possible. Plus, we use the survey feature, with a copy of every survey coming to me so that I can ensure we're maintaining our desired levels of service quality.
John Hornbuckle MIS Department Taylor County School District www.taylor.k12.fl.us -----Original Message----- From: Roger Wright [mailto:rhw...@gmail.com] Sent: Tuesday, July 13, 2010 1:41 PM To: NT System Admin Issues Subject: Help Desk, or No? My company has about 250 staff in 8 branch offices in 3 states and there are 3 of us who provide IT support for the company. Currently, we just respond to calls as they come in, either via phone or email, and we've been able to manage fairly well with our remote support tools and occasional site visits. At what point do you determine that a Help Desk package can enhance your support levels and make it easier for the customer? I've used Web+Center in the past primarily for personal use (knowledge base) and could easily transition to that program again. I'm just not confident we need it at this point. Recommendations? Die dulci fruere! Roger Wright ___ NOTICE: Florida has a broad public records law. Most written communications to or from this entity are public records that will be disclosed to the public and the media upon request. E-mail communications may be subject to public disclosure. ~ Finally, powerful endpoint security that ISN'T a resource hog! ~ ~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/> ~
