grouplink’s everything helpdesk help desk best practices and trends que mangus marketing manager...
TRANSCRIPT
GroupLink’s everything HelpDeskHelp Desk Best Practices and Trends
Que Mangus Marketing [email protected]
Gus HytonenSenior Account [email protected]
Agenda
Welcome and Introductions
Help Desk Best Practices
Help Desk Trends
everything HelpDesk Demonstration
Q&A
Prize Drawing
© GroupLink Corporation 2012
1:00 – 1:05
1:05 – 1:15
1:15 – 1:25
1:25 – 1:40
1:40 – 1:45
1:45 – 1:50
Connect with us!
Like us on Facebook: http://www.facebook.com/everythingHelpDesk
Follow us on Google+ https://plus.google.com/111599861763768167702
Follow us on Linked In http://www.linkedin.com/company/grouplink
Visit often and keep up to date with past and future events, webinars, giveaways and promotions!
© GroupLink Corporation 2012
About us
GroupLink Corporation– Based in Bountiful, Utah
– Worldwide customer base
– Worldwide partners (Novell Channel Partners)
– Novell Silver Technology partner for over 12 years
– Provides trusted Service Desk expertise, the integrated Service Desk, the implementation know-how, and the training services to help you land the accounts you are currently missing out on
© GroupLink Corporation 2012
Help Desk Best Practices
• Single Point of contact- End users need to have one contact for their issues
- Ensure users are kept up to date
- Facilitate communication
- Accomplished through auto-routing of tickets in everything HelpDesk
• Easy End User Experience- Provide end users an easy way to submit and see updates of ticket (end user
portal)
- Enable 24/7 access to the self-help knowledgebase
- Give end users access to the help desk anytime, anywhere
© GroupLink Corporation 2012
Help Desk Best Practices
• Web Based Solution- Access the help desk anytime, anywhere, with a web enabled device
- 24/7 access
• Open the Lines of Communication- Email notification of ticket status updates
- Access and create appointments on the end user calendar
- Provide end users the ability to view updates via help desk portal
• Leverage your current infrastructure- Integrated help desk (database, directory, email, asset tracker, etc)
- Lower total overall cost
- Reduce implementation and maintenance time and costs
© GroupLink Corporation 2012
Help Desk Best Practices
• Track help desk incidents - Log all issues and resolutions
- See trends in the help desk and technology
- Any issue will have a ticket created
• Reporting- Report on status of issues
• Feedback Loop- Feedback from end users (notify user if feedback is not received)
- Is issue resolved (then auto close)
© GroupLink Corporation 2012
Help Desk Trends
• Mobile access - Smartphone sales in the US went from 67 million is 2010 to 95 million in 2011
- 33.7 million US tablet users in 2011, will reach 89.5 million by 2014
- End users must have a mobile help desk portal for these devices
© GroupLink Corporation 2012
2010 2011 2012 2013 2014
Tablet Users (in millions) 13.0 33.7 54.8 75.6 89.5
% change - 158.6% 62.8% 37.9% 18.3%
% total population 4.2% 10.8% 17.3% 23.7% 27.7%
% of internet users 5.8% 14.5% 22.9% 30.9% 35.6%
Help Desk Trends
• Workflow management- Reduce technician workload through automation
- Automation of processes and tasks
- Ticket templates and quick tickets
• Asset Management- Built-in Asset Tracker
- Third party, integrated asset management (ZENworks, or other)
- Tie assets to help desk tickets
- Track and report on hard and soft assets
© GroupLink Corporation 2012
Help Desk Trends
• Access Control List (ACL)- Single point of contact
- Give different access to different levels of users, technicians, etc.
- Ensure that the best person is working on the issue
• 24x7 Support- Users must have ability to access and submit tickets anytime, anywhere
- Knowledgebase
© GroupLink Corporation 2012
Demonstration
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Q&A
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Giveaway
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Thank you!
© GroupLink Corporation 2012