Inside Help Desk Software

With government budgets continue to spiral out of control with excessive spending and poorly designed budgets, it has become necessary for local government to adopt cost saving measures. While governments are notoriously known for wasteful spending and inefficient allocation of resources, NYC hopes to change the public’s perception.

NYC traditionally let each city department manage its own IT services. This led to overspending as well as inefficient services. A lack of centralization made oversight extremely poor and government operations were largely hindered by this poor design. NYC had trouble keeping up with the massive amount of inquires and support requests its received, with many of these same requests being lost in the shuffle. NYC finally decided to take a stand and changes its IT infrastructure. Rather than being reactive, NYC decided to become proactive when dealing with its IT issues.

NYC decided upon BMC Software’s Remedy Solution to help manage all of its help desk needs. With a centralized database, the IT Department now can readily access much needed critical information quickly and easily. In addition, its new centralized ticketing feature should allow for rapid resolution of incoming tickets. Improved tracking will also help ensure that all support requests are handled in a timely manner. Lost tickets will no longer be a viable excuse.

With the introduction of BMC Software’s Remedy Software Suite, NYC has seen a dramatic improvement in the effectiveness of its IT Department. It has also simultaneously reduced the costs necessary to run it. With this new system, the help desk can handle multiple modes of communication in a relatively easy manner. BMC Software has provided the tools necessary to help NYC successfully run and manage its own IT operations. With continued improvement in its operations thanks to Remedy, NYC hopes to continue to provide higher level of service and an increasingly lower cost!

Technorati Tags: Customer Service, Help Desk, IT Support

GWI Software provider learned that its c.Support Help Desk software platform was being used in an unusual way. The CDC was apparently using it to assist in tracking the H1N1 virus outbreak in the United States. Although the creators of the c.Support platform were surprised by this unusual case, they can’t say they’re surprised.

c.Support was designed as a powerful yet flexible help desk tool. Its customizability allowed it to be tailored to many unique and very specific processes which is probably why the CDC found it feasible to use c.Support in its operations. GWI Software is proud of c.Support’s ability to adapt to different situations and is pleased to know that it is being used in an important role in ensuring public safety.

GWI Software continues to be a leading provider of help desk support software and IT support applications. Its highly customizable service platform is popular amongst companies in a variety of different industries. With thousands of deployments worldwide, GWI Software continues its growth and expansion into one of the leading help desk providers.

Technorati Tags: Help Desk, Help Desk Support, IT Support

Metsec, the largest cold roll steel-forming company in the UK, settled on Numara Software to provide its much need Service Desk Solution to upgrade Metsec’s existing help desk solution. Metsec has long been planning on upgrading its service management capabilities and will now push forward with Numara aiding in establishing their new upgraded service desk system.

Metsec spent a lot of time wading through the various different options that were presented before them. In the end, Metsec was looking for something simple and easily managed and learned. Numara Software best fit these criteria which is why Metsec decided upon Numara Software to provide its IT Service Desk support. The implementation of Numara Software should help Metsec fix its preexisting service desk issues.

For more information about this, you can read the full article found here.

Technorati Tags: Help Desk, IT Support, Service Desk, Service Management

Traditional IT Support sectors of the company were often known as IT Help Desk. However, some companies have chosen to rename their IT support sectors from Help Desks to Service Desk. The idea behind changing the name would be that the new name change would help promote a more service like attitude in these sectors of the company. However, this mentality was not fully embraced early on as many people were skeptical that the name change would be reflected in a change of attitude.

However, in recent times, the service desk mentality has been slowly evolving towards its name. Service desks are focusing more on why problems are occurring, rather than just solving problems. In doing so, they are hopefully preventing other problems from occurring which may be a more effective way of providing help desk support. It is reported that service has been dramatically improving recently as service providers continue to improve in the quality of service they provide to customers. The idea between the name change from help desk to support desk may actually be working as companies take on a more service oriented approach.

To read more about this topic, you can find the full article here.

Technorati Tags: Customer Service, Help Desk, IT Support, Service Desk

LogMeIn is a powerful software tool that allows someone to access a computer from anywhere on the globe. This software has allowed technicians and support professionals to provide quick and reliable support to customers that may need it.

LogMeIn has recently anounced the release of a new tool which should benefit help desk and support professionals even more. The new application, LogMeIn Rescue, should be integratable across many business software applications allow IT support to access computers and provide remote service from anywhere. This type of innovation allows companies to maintain flexibility, but also improve productivity as technicians are capable of working from any location and are able to provide help desk support at any time.

For more on this new application, the article can be found here.

Technorati Tags: Help Desk, Help Desk Support, IT Support