Service Desks, Large Helpdesks

You have a big team.

You provide service to hundreds or thousands of people. You know the ropes by now, but what you really want is that extra ROI to streamline and boost you into the top of the helpdesk leagues: gold-standard, world-class, provable performance.

Here's what I can bring to the table.

• • finding and attracting experienced staff

  • leveraging your staff numbers for collaborative metacontent

  • active teletraffic management

  • distributed workflow filtering elements

  • automated prefiltering and data gathering systems

  • rapid user feedback loops

  • comprehensive userbase perception calculation

  • applying and adapting top-down business process standards - ITIL, ISO9000, ISO/IEC20000, BS15000, ITUP, MOF etc

  • force multipliers: tips, tools and techniques for turbocharging your throughput and freeing up your staff

  • inter-team liaison, including merging documentation and monitoring; opening up read-only access

  • programmers, sysadmins, networks and security: helping them help you

  • moving from passive to active: in-house apps, training programs, and gaining access to the development loop

  • rollout veto: how to get it and why you should have it

  • 360-degree cross-experience, floating priority levels, and other large-scale tips, tricks and tools

  • Sound interesting? Find out what else I can do for you.