Support Strategies: Mastering Help Desk Excellence

With continued growth in computer and hand-held device use in the lives of many brings increasing technical questions and problems that arise. And so, the field of supporting these systems grows along with it, which brings business opportunities for entrepreneurs, and employment opportunities for support personnel.

But there are different types of support needs accompanied by varying required responsibilities and skills. The following are the differences between, and skills required for, three common areas of support: Help Desk, Technical Support, and Desktop/Deskside Support.

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Help desks are typically grouped according to their form of deployment, the size of a client's business and whether the software's source code is accessible and easy to alter. When searching for the perfect help desk, you must take these elements into consideration. The following is an explanation of the five main types of help desk examples currently on the market:

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When it comes to cloud computing, Service Level Agreements (SLAs) act as both the structure and warranty of the terms of the relationship between the consumer and provider. SLAs that are tailored toward services in the cloud often include information that differs from other agreements in similar industries.

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What specifically needs to be included in a service level agreement? Which aspects are described in an SLA? In this post, we explain the 6 common elements of a service contract.

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It is no secret that in the digital age, convenience and instant gratification are king. Convenience and speed are evident everywhere from cloud servers to text message jargon. Everything is designed and cultivated to be as quick as possible. But perhaps some things are meant to happen just a little bit slower.

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