Build an IT Help Desk - Latest Comments

Re: What is ITIL? IT Service Management Support for Business Value

Isaac — Wed, 24 Jul 2013 20:34:11 -0000

Testing w/ Isaac

Re: Help Desk Coach

Waynesworld68 — Sat, 06 Oct 2012 20:12:18 -0000

Thank you for the feedback. We attempted to cover the major topics that a Help Desk Manager would need. We considering other Help Desk topics such as Change Management, ITIL, telecom equipment, and performance management. Do you have any Help Desk topic suggestions?

Re: Help Desk Coach

Nic — Sat, 06 Oct 2012 06:34:39 -0000

Very nice website. Easy to use. Clear and Concise.

Re: Help Desk Ticket Categories: CREATE Help Desk ticket classification

Waynesworld68 — Tue, 18 Sep 2012 23:51:15 -0000

There are Help Desk ticket applications not using 3 tier
resolution classifications. Usually the applications will rely on a one tier
resolution closure code. A few examples of these closure codes are; the issue
went away, configuration, hardware malfunction, and reinstalled. To summarize,
operation classifications are based on what the customer can tell you and not
the root cause. Resolution classifications capture the issue cause or fix and allows
reporting such as availability, incident trends, performance data and such.

Re: Help Desk Coach

James D F — Tue, 18 Sep 2012 18:28:44 -0000

Hello Wayne, I just love your new HelpDesk for HelpDesks it's fabulous. Would love to speak to you in person.

Re: Help Desk Ticket Categories: CREATE Help Desk ticket classification

James D F — Tue, 18 Sep 2012 18:26:32 -0000

Hi Wayne, Hi Joe,
Are we saying that there are still platforms out there which don't include both? i.e they have a call classification category/subcategory and a call closure/resolution category/subcategory. Great website

Re: Help Desk Ticket Categories: CREATE Help Desk ticket classification

Waynesworld68 — Sun, 19 Aug 2012 11:44:49 -0000

Help Desk Operational categories is a tiered structure that is based on
what the customer calling in is experiencing. At the begging of a Help
Desk support call an agent may not know the true nature of the incident
until they perform troubleshooting steps. An example might be Desktop
Software | Microsoft Word | Not starting. Operational Categories will
help for initial troubleshooting by the Help Desk and will help with
priority and group assignment if it needs to be escalated. Help Desk
Operational categories are different then Help Desk Resolution
categories. Help Desk Resolution categories are assigned after the
incident has been fixed. Our example above may change to Desktop
Software | Microsoft Work | reinstalled. I hope this helped.

Re: Help Desk Ticket Categories: CREATE Help Desk ticket classification

Joe — Fri, 17 Aug 2012 14:12:14 -0000

What about Help Desk Operational and Resolution Help Desk
ticket categories? I am a Help Desk manager and we use BMC Remedy. We are
trying to figure out how to structure these two Help Desk ticket
classifications. Please help.