- Getting Started with Help Desk
Welcome to the Help Desk 00:06:33
Explains the benefits of the Help Desk and gives an overview of the Help Desk service plans.
The Onboarding Process 00:05:50
Discusses the importance of a successful Help Desk activation and details the specific information required to onboard a client to the Help Desk.
Preparing to Activate the First Site 00:02:00
Shows the first steps required in the ITSupport portal to activate an initial Help Desk site.
Using the Activation Workbook 00:02:53
Explains how to locate and correctly use the Help Desk Activation Workbook, critical to a successful site onboarding.
IT Glue Integration
This module describes how to configure IT Glue, explaining the benefits of creating a consistent user experience when working with the Help Desk.
- Help Desk Setup
Selecting a Service Option 00:04:35
Reviews the three available Help Desk service plans—Business Hours, After Hours, and Complete 24/7—and explains the process for selecting a service plan.
Enabling Chat 00:03:00
Discusses the benefits of Help Desk Chat and shows how to configure and customize Chat as well as where to access white-labeled resources.
Creating a Help Desk Notification Rule 00:06:08
Explains how to identify and create notification rules that determine how and when Help Desk technicians should contact you or your clients.
Improving Success with Simple Inquiry 00:03:02
Describes how to configure simple inquiry, which prevents escalations and allows technicians to obtain missing information quickly and easily.
Rules of Engagement: Basic Information 00:05:41
Describes the basic information required in the first Help Desk tab section, including client details and escalation contact procedures as well as white-labelled support options.
Rules of Engagement: The Client Profile 00:05:39
Reviews the information collected in the Client Profile section of the Help Desk Tab, including importing and exporting client details and managing users from the profile space.
Rules of Engagement: Security Related Requests 00:04:11
Explains the importance of the information added under the Security-Related Requests section and shows how to set up various approvals, authentication, and group contacts.
Preparing Site Documentation: Passwords 00:08:04
Explains the importance of passwords and recommends enabling automatic credentials, showing the steps involved for automatic as well as manual and custom creation.
Preparing Site Documentation: Network Info 00:03:49
Describes the Network Information Form—or NIF—and explains the importance of using the activation workbook and supplying complete information in the Network Info tab.
Preparing Site Documentation: References 00:04:04
Explains the various reference documents that can be created and tagged for different sites to provide additional information for Help Desk techs.
- Preparing Your Clients
Setting Client Expectations 00:01:51
Outlines the importance of training your clients on the Help Desk and provides an overview of training options and resources, including recommended contact methods.
- Post Go-Live
Maintaining Your Help Desk Sites 00:04:02
Explains the importance of an ongoing review and maintenance process to keep all documentation updated, solicit client feedback, and review the ticket report.
Communicating with the Help Desk 00:04:06
Expands on the importance of continued communication with the Help Desk via the Support page and reviews the importance of successful management of tickets and ticket queues.
- Help Desk Activation Specialist
Help Desk Activation Specialist Exam
Help Desk Success
Explains the value and function of the Help Desk and improves onboarding.
The Help Desk Success course explains the value and function of the Help Desk and details the Help Desk activation process, helping set proper expectations for your clients and your team during onboarding. The course describes the information required to successfully go live with the Help Desk and stresses the importance of ongoing, regular maintenance.
- Identifies information required by the Help Desk to support client sites.
- Describes best practices to provide required information.
- Offers necessary training so you can teach client's how to use the Help Desk.
- Sets guidelines for ongoing maintenance of your Help Desk site.
- Reviews contact procedures for managing tickets and escalating issues within the Help Desk.
Each module contains a short instructional video followed by questions to check your understanding. Once you have completed all video modules, take the Help Desk Activation Specialist Exam and earn a score of 80% or better to become certified.
Prior to activating your first site, at least one member of your team is required to complete the Help Desk Activation Specialist certification. We recommend all team members planning to interact with the Help Desk complete this training.