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Call Center Protocols: Getting Problems Solved!
Customer support agents (CSAs) are the first line of support for the client when a problem arises. If a level-1 CSA has tried all introductory problem-solving

helpdesk support technician  status. However, the on-call helpdesk manager had to be notified immediately, and he would personally assign the appropriate technician to resolve the problem ASAP. Severity 4 • how-to questions This ticket could take up to a couple of days to resolve, as it was not a top priority. Usually, the graveyard shift CSAs handled the non-pressing issues when they had downtime. It should always be remembered that the call center environment involves more than just systems and protocols; it also involves the Read More

Help Desk for the Health Care Industry
Help Desk is an application for assisting and managing calls for support from computer users. It also includes computer and software inventory tracking along with technical support knowledge bas...
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Documents related to » helpdesk support technician


How to Use Technology to Support the Lean Enterprise: Achieving Profitable Growth through Lean
Many competitive businesses are implementing “lean” initiatives to expose and attack waste and setting goals for continuous improvement through Six Sigma

helpdesk support technician  to Use Technology to Support the Lean Enterprise: Achieving Profitable Growth through Lean Many competitive businesses are implementing “lean” initiatives to expose and attack waste and setting goals for continuous improvement through Six Sigma principles. Consensus is growing that technology is key for successful lean initiatives. This white paper defines addresses the impact lean initiatives have on profitability and considers the role of information technology (IT) in enabling lean initiatives. Read More
Support for Old Releases-Good for the User but Is It Good for the Vendor?
The decision to support older releases is like any other business decision, it is all about the money and profitability. If the vendor can make money at

helpdesk support technician  for Old Releases-Good for the User but Is It Good for the Vendor? Introduction A slew of recent announcements and vendor analyst briefings might be showing an interesting trend. Namely, enterprise software vendors are becoming more amenable to pledging support for older (even quite antiquated) product releases, much to the delight of anxious users who still rely on those releases. Until very recently, these users were faced with vendors' more or less subtle ultimatums and deadlines by which they sho Read More
Analysis of Novell's Announced Support for Sun's Solaris 8 Operating Environment
We do not see Sun Solaris administrators implementing any Novell NDS package.

helpdesk support technician  of Novell's Announced Support for Sun's Solaris 8 Operating Environment Event Summary NEW YORK, Jan. 26 /PRNewswire/ -- Novell, Inc. (Nasdaq: NOVL - news), a leading provider of Net infrastructure software, today announced support for Sun's newly launched Solaris* 8 operating environment. In cooperation with Sun, Novell delivers Net Services solutions for Solaris such as NDS eDirectory(TM) and GroupWise. These cross-platform Novell solutions run across all major operating systems, providing Read More
Taking Multilingual Support to the Next Level
Product managers in product companies are trying to develop applications that support multilingual functionality. Multinational corporations use multilingual

helpdesk support technician  Multilingual Support to the Next Level Taking Multilingual Support to the Next Level Ketharaman Swaminathan - August 17, 2009 Traditionally, multilingual software applications and Web sites allowed users to select a language from a list containing multiple languages at the set-up and log-in stage. The language was then installed and displayed on all screens, menus, and help text. That sufficed when the application's use was confined to a single language at a time. With the increasing globalization Read More
Enterprise Mashups to Support Your Business Objectives
Business users have become more technically adept, and they expect more accessibility and flexibility in their business applications. Many have become

helpdesk support technician  Mashups to Support Your Business Objectives Business users have become more technically adept, and they expect more accessibility and flexibility in their business applications. Many have become accustomed to the high standards of customization they encounter on the Web. And they’re demanding a similar experience from the organizations for which they work. Discover tools that enable your employees to contribute substantial strategic value to your organization. Read More
Smartling Adds Additional Document Translation Support to Translation Management System
Smartling, Inc., a provider of cloud-based enterprise translation management solutions, announced support for a broad range of business documents, including

helpdesk support technician  Adds Additional Document Translation Support to Translation Management System Smartling, Inc., a provider of cloud-based enterprise translation management solutions, announced support for a broad range of business documents, including those created using the Microsoft Office suite and Adobe InDesign, with other common formats to come.  The new features will be debuted at the GALA (Globalization and Localization Association) 2013 conference in Miami Beach. The new document functions are Read More
ITO: IT Infrastructure Support Services
Softtek's IT infrastructure support services are offered as a managed solution aimed to ensure technical infrastructure availability, accessibility, and

helpdesk support technician  IT Infrastructure Support Services Softtek's IT infrastructure support services are offered as a managed solution aimed to ensure technical infrastructure availability, accessibility, and dependability. Through service-level agreement (SLA)-driven engagements, Softtek delivers offshore infrastructure support services, including the following: desktop support (L1, L2), network and server administration, security administration, assets management, and telephony support. Read More
Provia Tackles RFID in a Twofold Manner Part Five: 3PL Support and SCE Optimization
FourSite 4.4 is an upgrade of its fulfillment solution oriented towards third party logistics (3PL) providers. ViaOptimize, is an advanced step for companies

helpdesk support technician  Tackles RFID in a Twofold Manner Part Five: 3PL Support and SCE Optimization FourSite 4.4 These days when radio frequency identification (RFID) is constantly on everyone's lips, and when every relevant enterprise application vendor is hedging its bets towards becoming RFID-ready or is even convincing the market that its RFID-compliant solution is exactly what the doctor (such as, Wal-Mart , Target , Albertsons , and the US Department of Defense [ DoD ]) ordered, the typically quiet Provia Software ( Read More
Alternative Software Support and Maintenance Options
Smart companies are investigating all possible software support and maintenance (S&M) options. Alternative software S&M is not for all businesses, but it seems

helpdesk support technician  Software Support and Maintenance Options Enterprises have choices when it comes to software support and maintenance (S&M) providers. Several, less costly options exist for any company that is considering discontinuing S&M for an application. For more background on software maintenance and support, please see Will User Enterprises Ever Get onto an Easy (Support and Maintenance) Street? , Support and Maintenance: No Longer the Software Industry's Best Kept Secret ? , What Is the Value Read More
Minimizing the Total Cost of Technical Support for Enterprise Applications
Many organizations don’t follow formalized processes for technical support evaluation. However, technical support is a vital component of any enterprise

helpdesk support technician  the Total Cost of Technical Support for Enterprise Applications Originally published - November 20, 2006 Enterprise software selection is a big decision for any organization. Licensing fees are costly, and choosing the software that matches the company’s business model can be a daunting decision. If the enterprise decides to go with a particular vendor, and the vendor does not deliver, the company will incur a large financial loss. Thus, when selecting an enterprise software solution, there Read More
Support and Maintenance: No Longer the Software Industry's
Support and maintenance (S&M) contracts mean very different things to vendors and to users. With user enterprises' growing awareness of how these S&M agreements

helpdesk support technician  and Maintenance: No Longer the Software Industry's Best Kept Secret ? For the longest time, the traditional pricing strategies of software vendors have included a reliance on support and maintenance (S&M) contracts, which is where most vendors could be assured of meeting, if not surpassing, their margins. The sizable profit made from S&M contracts (with customers paying more over time) has been one of the software industry's best kept secrets. Furthermore, user enterprises have not had the option Read More
Managing Risks, Managing Measures: Decision Support Methodologies in Business Part 1: Guidelines
Poor measurement methods can take off millions or more from bottom lines, and contribute at least in part to project failures, corporate inefficiencies and poor

helpdesk support technician  Risks, Managing Measures: Decision Support Methodologies in Business Part 1: Guidelines Executive Summary When it comes to making decisions using some tool that purports to measure value, it is wise to know something about the tool and what it is measuring, as well as why. Poor measurement methods contribute at least in part to project failures and corporate inefficiencies that can take off millions or more from bottom lines and poor technology selections alone have contributed to tens of billions Read More
What Is the Value Proposition of Support and Maintenance?
Mature systems in any enterprise require an approach different from newer implementations to software support—one that focuses on customization

helpdesk support technician  Is the Value Proposition of Support and Maintenance? User enterprises are becoming more aware of how software vendors' support and maintenance (S&M) agreements affect their bottom lines, and many are not particularly pleased with what they see. For a definition of the problem, please see Will User Enterprises Ever Get onto an Easy (Support and Maintenance) Street? and Support and Maintenance: No Longer the Software Industry's Best Kept Secret ? It might be useful at this point to explain, at a very Read More
Hanging on the Telephone: Antivirus Cold-calling Support Scams
Service support scammers rely on the naiveté of their victims in order to persuade them to grant access to their computers and credit card details. There’s very

helpdesk support technician  on the Telephone: Antivirus Cold-calling Support Scams Service support scammers rely on the naiveté of their victims in order to persuade them to grant access to their computers and credit card details. There’s very little a security company can do directly to prevent this activity, apart from keeping its own software up to date so as to detect malware and block as many threats as possible. Read this white paper to find out about different types of scams that threaten your data security. Read More

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