Melvin Jones

The right helpdesk for the Fast Moving Consumer Goods Industry (FMCG) In today’s market, consumer goods change quickly.  What was cutting edge technology yesterday, is practically today’s bear claws and chisels.  Cellular phones change, televisions change, computers change.  How does the consumer adjust to the new operating system?  How does she figure out how to […]

The right Helpdesk for a software firm The software industry is incredibly diverse, using a wide range of processes, technologies, and applications to support the developers. Methods for software development range from the traditional System/Software Development Life Cycle to Extreme Programming, or XP. While in general, virtually all of the clients will be internal clients,

Updated: 19/12/2019 The Helpdesk for a web-design firm, the ins and outs You run a small web-design business, like a ten or twelve person small web-design business.  Business is booming, but you still have to be able to document and track problem tickets.   You still need the services of a help desk.  And as a

On-premise vs Cloud based helpdesk: The Pros & Cons The meanings of the terms “on-premise” and “cloud-based” mean pretty much what they appear to mean. There are two ways you can access an application and store your data: through a server on your premises, or in the cloud, a set of servers whose data and

The many different types of Helpdesk teams Just as there are different parts of an IT system, there are, or should be, different teams supporting helpdesk activities. In most cases there is an end-to-end service available to the user such as an overall communications system. A university may have an IT service. It will generally

The basics of a Helpdesk Support Queue A Helpdesk support queue keeps the helpdesk manager and technicians from feeling as if everything has to be fixed all at once. It keeps them from running around trying to address everything and ultimately addressing nothing. A helpdesk support queue, should support a set of data that allows

OneDesk lets you connect your helpdesk to CRM If you haven’t already, you should connect your helpdesk database to your Customer Relations Management (CRM) system as soon a possible. Why? A single source of customer data Because a combined database provides you with a single source of customer information, system problems, and system solutions. If

The Basic Anatomy of the Helpdesk Database You shouldn’t have to research the answer to the same, or similar IT problem every time it appears. You need a helpdesk database. You should be able to search in a pile of helpdesk tickets, find the problem, or a similar problem, and get the solution to the

Helpdesk Tickets Are Your Knowledgebase Helpdesk Databases hold a lot of information A helpdesk knowledgebase can be a life saver if it has the information you need while talking to a customer or when finding a solution to their problem. The only question is: how do you go about generating a useful knowledgebase? A good

Last updated: January 27, 2020. Helpdesk: Anything but Single Point of Contact (SPOC vs MPOC) Better Helpdesk comes from a well structured customer support When you want to resolve an IT issue, you don’t want to be bounced around by the helpdesk. You want to deal with one person and explain your problem one time.