John Wall - Editor

Author's details

Name: John Wall
Date registered: December 23, 2011
URL: http://www.helpdeskguides.com

Biography

John R Wall is a writer, designer and video expert based in Philadelphia. With over 20 years of experience in the industry, his expertise has taken him to a number of fortune 100 companies, small shops and agencies.

Latest posts

  1. What is Zendesk — April 23, 2012
  2. Middleware: CloudPointe, A Middleware Solution — April 13, 2012
  3. SysAid: What is SysAid? — March 25, 2012
  4. HelpDesk Software — March 24, 2012
  5. Sharing Documents: The Shift to Sharing — March 13, 2012

Most commented posts

  1. 10 Ways to Put Some Life in Your IVR — 3 comments
  2. Knowledge Base Software — 1 comment
  3. IT Help Desk: When to Contact the Help Desk — 1 comment
  4. Help Desk Trends: SysAid Interview — 1 comment
  5. Sharing Documents: The Shift to Sharing — 1 comment

Author's posts listings

Mar 03

Cost of Customer Service

Categories:

Customer Service

by John Wall - Editor

March 3, 2012

Cost of Customer Service

The Cost of Customer Service In a recent meeting of senior executives at a fortune 500 company, an agenda item on the cost of customer service hit the docket. The CEO was looking at long-term plans of how to best manage the company’s customer service costs as the number of interactions in Call Centers have …

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Permanent link to this article: http://www.helpdeskguides.com/cost-of-customer-service/

Mar 02

What is a Help Desk?

Categories:

Customer Service, Help Desk

by John Wall - Editor

March 2, 2012

What is a Help Desk

What is a Help Desk? Definition of a Help Desk: The help desk is the IT function built to support technology problems. The help desk is a combination of personnel, hardware and software designed to fix IT problems for internal and external clients with the smallest disruption to productivity. The help desk can monitor employee …

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Permanent link to this article: http://www.helpdeskguides.com/what-is-a-help-desk/

Feb 25

Help Desk Trends: SysAid Interview

Categories:

Customer Service, Help Desk, Software

by John Wall - Editor

February 25, 2012

Help Desk Trends - SysAid

How BYOD is Reinventing the Help Desk and Customer Service An interview with Saar Bitner , Executive Vice President, Strategy and Marketing with SysAid The speed of change continues to increase at a pace that’s tough to predict. Companies continue to face competition from sources that would have been difficult to identify 10 years ago. …

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Permanent link to this article: http://www.helpdeskguides.com/help-desk-trends-with-sysaid/

Feb 20

IT Help Desk: When to Contact the Help Desk

Categories:

Customer Service, Free Help Desk, Help Desk

by John Wall - Editor

February 20, 2012

IT Help Desk Error

Summary: A good IT help desk is almost always there when you need them. But before you call, run through this quick list of common issues that you can fix without the help desk’s help. It’s 6:15 and you’ve got a big presentation tomorrow morning. You’ve been working on your Power Point deck all day. …

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Permanent link to this article: http://www.helpdeskguides.com/it-help-desk-when-to-contact-the-help-desk/

Feb 14

Spiceworks Works – Add Some Pepper to Your Network Management and Help Desk.

Categories:

Free Help Desk, Software, Software Reviews

by John Wall - Editor

February 14, 2012

Spiceworks Reviews

Spiceworks, a company best known for network monitoring and help desk software, offers a powerful set of tools to make the IT professional’s job easier. And best of all it’s free. The free Spiceworks download allows IT pros to quickly scan their networks and get solid data on the ‘health’ of their systems, individual machines …

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Permanent link to this article: http://www.helpdeskguides.com/spiceworks/

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