Help Desk Reviews

Working on a help desk can both be a rewarding and challenging experience at the same time.  When taking both the positives and negatives into play, how can you help motivate your own help desk staff?

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Security for help desk users and owners should always be a top priority.  So, with that said – what security tips and tricks should you keep in mind when running a help desk or using a help desk.  I will share with you a few suggestions for each.

Here are some good help desk security tips for users and owners.

Help Desk Users

• Do not give out information you should keep private, such as credit card, social security details or passwords.
• Clear your browser history and cache regularly if you share the computer you are on with multiple people or you use a public computer.

Help Desk Owners

• Make sure you keep your scripts up to date, unless you are using an online hosted help desk solution like TremenDesk – which in that case updating isn’t needed.
• Make sure you offer alternatives to the help desk, such as phone support, if clients don’t feel comfortable giving some information over the phone.

You can never be too safe these days when it comes to online security, so my last tip for both types of help desk users (both the owners of them and the users of them) would be to use common sense. 

There are definitely a lot of things to take into consideration when it comes to picking the help desk that is right for you.  TechRepublic has done an excellent article on this very topic that I would like to share with all of you:

Here is just a little taste before you dive into the real deal:

The consulting firm I work for recently asked me to find a solution to meet our help desk needs. Specific qualifications had to be met for this help desk system to become “the one.” I assumed the task would be simple — after all, I’ve spent the last 10 years covering software of all sorts, including help desk tools. The reality was much different. There are a LOT of help desk systems available. So many, I quickly realized just how challenging the selection would be.

Read the rest of 10 things to consider when choosing a help desk system.

They have touched upon many important factors here.  Making it easy, branding, ticket management, web interface, personalization, security, features and budget play a key role.  One help desk system I know of that meets all the qualifications is TremenDesk.