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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 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...

How Bar Codes Can Optimize Data Recording and Information Analysis
Bar code technology allows users to analyze information to develop more accurate maintenance, personnel, and financial planning. In particular it can hasten the

helpdesk technician   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 technician


One Vendor’s Mission to Make Service Businesses Click - Part 4
Part 1 of this blog series introduced ClickSoftware Technologies (NASDAQ: CKSW), which until recently has focused solely on workforce and service optimization

helpdesk technician  Vendor’s Mission to Make Service Businesses Click - Part 4 Part 1 of this blog series introduced ClickSoftware Technologies (NASDAQ: CKSW), which until recently has focused solely on workforce and service optimization software solutions for large field service companies. Gradually, via both internal development and a few appetizing acquisitions in 2009, the vendor has added a few important growth engines, such as  mobile computing  solutions, shift planning (rostering) solutions, and solutions for s Read More...
Six Misconceptions about Data Migration
A truly successful data migration project involves not only an understanding of how to migrate the data from a technical standpoint, but an understanding of how

helpdesk technician  Misconceptions about Data Migration Originally published February 4th, 2008 As organizations embark on a system implementation, one of the most important and riskiest activities is data migration—the movement of data from the old legacy system to the new system. While the selection, implementation, and operation of an enterprise application for enterprise resource planning (ERP), enterprise asset management (EAM), or any other system certainly has technical elements, such systems require much more Read More...
i2 Paints Broad Strokes at eDay
i2 receives a great deal of criticism for delivering less than it sells, but remains the one SCM vendor most capable to realize its vision.

helpdesk technician  from implementation consultants and helpdesk support personnel. Most vendors have committees that review current applications, bug reports, market trends, customer requests, etc., and decide which features to include and which new applications to pursue. As talented as the people in these groups may be, the ideas that reach development are nevertheless many times removed from the point where the applications will be used - the real world. User Recommendations Marketing people are adept at taking Read More...
Legacy Single Sign-On: Novell, Evidian, IBM, PassGo, or Computer Associates?
As the complexity of enterprise systems increases, users are often forced to remember more and more passwords. As the demand on users increases, many users

helpdesk technician  a full 30% of helpdesk calls were password related. The report went on to suggest that each password reset cost the average company about $32. At first, $32 for a password reset seems like an excessively high figure. However, when you consider the amount of money that the company is paying the helpdesk staff and the person who needs their password, you can see how much money can be wasted on non-productive time. The time that the user spends trying to guess their password, phoning the helpdesk, and Read More...
One Vendor’s Mission to Make Service Businesses Click - Part 2
Part 1 of this blog series introduced ClickSoftware Technologies (NASDAQ: CKSW). Until recently, the software company focused solely on workforce and service

helpdesk technician  Vendor’s Mission to Make Service Businesses Click - Part 2 Part 1 of this blog series introduced ClickSoftware Technologies (NASDAQ: CKSW). Until recently, the software company focused solely on workforce and service optimization solutions for large field service companies. Gradually, via both internal development and a few appetizing acquisitions in 2009, the vendor has added a few important growth engines, such as  mobile computing  solutions, shift planning (rostering) solutions, and solutions fo Read More...
Supply Chain Management: Morphing the Functional Scope of Service Parts
The quintessential business challenge is to minimize downtime on assets while minimizing the cost of spare and replacement parts inventory. To meet these

helpdesk technician  Chain Management: Morphing the Functional Scope of Service Parts The Morphing Functional Scope of Service Parts SCM There are many requirements involved in the supply chain management (SCM) of service and replacement parts that make the process different from traditional, new parts SCM (see Part One ). As a result, some specialist SCM solutions have been developed to address these challenges. Some might resemble conventional SCM solutions, but feature different approaches. The requirements of Read More...
Who Alleges The PRM Market Consolidation?
Many surveys have purported that there are twice as many manufacturers that cannot integrate their ordering systems with those of their partners and

helpdesk technician  after-sale services and support, helpdesk functions, and both use the portal model for displaying information, as most links with users are through a web-browser or a thin client extranet setup. Organizations that sell their products/services through complex networks of partners (e.g., dealers, affiliates, VARs, resellers) are indeed leveraging Web-based solutions to better service and sell via these channel partners, owing to the increased technophobia and aversion to the IT going downstream the Read More...
Data Mining: The Brains Behind eCRM
Data mining has emerged from obscure beginnings in artificial intelligence to become a viable and increasingly popular tool for putting data to work. Data

helpdesk technician  accessed by management, salespeople, helpdesk personnel, and others to match customer needs with product plans and offerings, remind customers of service requirements, and know what other products a customer has purchased. CRM of course existed before there was an information industry; even the great salesmen of literature such as Willie Loman and Professor Harold Hill owed their successes to knowing their customers and what those customers wanted. CRM has been a vital information industry segment for Read More...
Moxie Software-Promoting Social and Multichannel Customer Service
Moxie Software hopes to instill, well, the “moxie to be social” mantra in its customers. Its software suite ensures that the proverbial “voice of the customer

helpdesk technician  (CRM) solutions such as helpdesk, order fulfillment system (OFS), and enterprise resource planning (ERP). The company built a world-class collaboration platform that was informed by IDEO , an innovation and design firm, which connects collaboration with traditional knowledge. Delivering the next-generation knowledge platform and providing best-in-class multichannel customer service and sales solutions is the core of Moxie. Moxie Product Marketer Adds More Flavor To zoom in into some of the aforementioned Read More...
Analyzing MAPICS’ Further Steps After Frontstep
The former staunch IBM AS/400-based ERP supplier to mid-market manufacturing companies, MAPICS, has become quite a larger vendor and with a wider choice of

helpdesk technician  MAPICS’ Further Steps After Frontstep Event Summary For the last several months, MAPICS, Inc. (NASDAQ: MAPX), possibly the largest global provider of extended enterprise applications for solving the challenges of discrete manufacturers following the acquisition of its former competitor Frontstep (see MAPICS To Leap Forward In A Frontstep Way ), has shown both the signs of significant changes but also a persistence of a number of its historically recognizable invariant tenets of operation. The Read More...
INFIMACS Becoming Ever More RELEVANT For Project-Based Industries. Part 1: Recent Developments
If Relevant Business Systems has for any reason deliberately maintained its INFIMACS II ERP system as one of the best-kept secrets in the complex manufacturing

helpdesk technician  Becoming Ever More RELEVANT For Project-Based Industries. Part 1: Recent Developments INFIMACS Becoming Ever More RELEVANT For Project-Based Industries Part 1: Recent Developments P.J. Jakovljevic - October 30, 2001 Event Summary  On September 26, as a result of partnering with its build-to-order, discrete manufacturing and maintenance organization customers, Relevant Business Systems , (www.relevant.com) a privately held ERP vendor for small to medium discrete complex manufacturing companies, Read More...
Do You Know What Are the
CRM, in its most straightforward definition, mandates that a company harmonize between a product/brand view of its business and the all-important customer view.

helpdesk technician  You Know What Are the Unintended Consequences of Your CRM Project? Do You Know What Are the 'Unintended Consequences' of Your CRM Project? Jim Mercante - November 25, 2004 Originally published - March 22, 2003 Introduction All too often companies look at CRM as a project-oriented endeavor, focusing on time and budget measures as the primary metrics of success. This is especially true in organizations that are still driven by a ROI mentality. What many business leaders fail to take into account is Read More...

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