Entry Software | Project Management and Service Desk Blog

Top 5 Benefits of Help Desk Software

Posted by Mark Donais

Apr 28, 2017 9:30:00 AM

When customers have a question or a problem, they can contact the help desk. And help desk software is what enables customer support agents to receive, process, and respond to customer’s service requests.

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Topics: Help Desk Software

The Importance of Help Desk Software for Customer Satisfaction

Posted by Mark Donais

Apr 27, 2017 9:30:00 AM

When a customer is experiencing a problem with a product or service, they would typically reach out to the customer support desk seeking a resolution to their problem.

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Topics: Help Desk Software

Help Desk Software with Email Integration Benefits

Posted by Mark Donais

Apr 26, 2017 9:30:00 AM

Any good help desk software should have the ability to integrate seamlessly with your choice of mailboxes.

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Topics: Help Desk Software

5 Types of Help Desk Software

Posted by Mark Donais

Apr 25, 2017 9:30:00 AM

 

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Topics: Help Desk Software

5 Advantages of Project Management Software

Posted by Mark Donais

Apr 24, 2017 10:41:13 AM

Whatever the size of your business, you undoubtedly deal with a number of tasks that are spread across all members of your team that requires monitoring.

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Topics: project management

Innovation of City Facilities Management Through Simplification

Posted by Mark Donais

Feb 21, 2017 12:10:05 PM

"Simpler can be harder than complex: you have to work hard to get your thinking clean to make it simple. But it’s worth it in the end because once you get there, you can move mountains".
-- Steve Jobs

Facilities Management surveys and reports since 2011 focus on the problems and challenges faced by Facilities Managers but what about the opportunities?

Considering that the mandate of a facility manager is highly politicized, financially charged and represents a significant impact on organizational budgets I feel that it’s better to focus on the enormous potential to simplify, reduce costs and improve support.

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Topics: Help Desk, Client Management, Operations Management

Help Desk Software Strategy Development

Posted by John McDonald

Sep 9, 2016 5:23:00 AM

Developing a help desk strategy is the first step to formalizing your help desk and implementing ITIL. The process you need to execute to improve your IT help desk strategy is:

  1. Develop your strategy. To develop your strategy, you will gather the information you need to write the strategy. Data required includes writing up your services, defining your markets and writing up your offering.
  2. Map your strategy processes. There are three strategy processes that you will develop. These are your financial management, service portfolio, and demand management processes.
  3. Write your strategy. With your information to hand and your processes mapped you can then put together a strategy that reflects the reality of your organization.
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Topics: Help Desk

Help Desk Customer Satisfaction Survey Best Practice

Posted by John McDonald

Sep 9, 2016 4:05:00 AM

Your IT survey process and its success is the cornerstone of continual improvement for your team, services, and customer satisfaction.

All members of the IT service and management team needs feedback on service satisfaction from clients. Ideally integrated with your help desk software, send a survey request upon the completion of every service; do this automatically or manually. In the absence of feedback, how will you know which personnel or service requires attention? Think of your survey as the data feed of your IT Service Scoreboard.

See how the TeamHeadquarters helpdesk system can help your company.

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Topics: Customer Service, Client Management

The Difference Between Help Desk and Service Desk (part 2)

Posted by Mark Donais

Aug 9, 2016 2:00:00 PM

What is the difference between Service Desk and Help Desk? 

In my first posting on this topic, (The Difference Between Help Desk and Service Desk (part 1)), we examined what a Service Desk is. In this post, we'll review the Help Desk and how it is different than Service Desk.

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Topics: Help Desk, service desk

Five warning signs an IT project is going to fail

Posted by Mark Donais

Aug 5, 2016 3:26:20 PM

All the recent talk about the Titanic got me thinking about the similarities of being involved in projects that we know have hit the metaphoric “iceberg” and are now slowly sinking and falling apart around you. What signs could we have looked for to help ensure the success of the project, rather than everyone going down with it?

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Topics: Never ending project, project management engagement