Help Desk Management Toolkit

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Contribute to a customer focused environment that encourages Information Sharing, team based resolution activity, cross training and an absolute focus on resolving customer incidents as quickly and effectively as possible.

More Uses of the Help Desk Management Toolkit:

  • Ensure your corporation maintains confidentiality regarding employee, organization, and Customer Information.

  • Diagnose, identify, isolate and analyze problems based on information presented by End Users.

  • Ensure hardware usage tracking database by using tools and procedures established.

  • Evaluate: document, track, and monitor problems to ensure a timely resolution.

  • Be accountable for alerting management to recurring problems and patterns of problems.

  • Orchestrate: clearly and concisely document all customer interaction and all steps taken to Resolve Incidents.

  • Support PC hardware components, desktop opeRating System software, and Application Software.

  • Identify security problems to ensure integrity of your organizations data and networked computing environment to ensure Data Privacy and to protect your organizations investment in technology.

  • Serve as the primary interface to manage and resolve any critical situations.

  • Set up equipment for employee use, performing or ensuring proper installation of cables, opeRating Systems.

  • Be accountable for shifting the ways clients invest in, integrate, and innovate Technology Solutions.

  • Be accountable for escalating unresolved issues to the next level of Support Personnel.

  • Keep all necessary organization and marketing supplies in stock by maintaining inventory and proactively ordering through the defined Fusion Procurement Process.

  • Be accountable for diagnosing, identifying, isolating, and analyzing problems utilizing historical database records.

  • Control: conduct research on desktop products in support of PC procurement and Development Efforts.

  • Be accountable for walking the customer through the Problem Solving process to resolution.

  • Confer with staff, users, and management to establish requirements for new systems or modifications.

  • Inform the Compliance Officers or hot line of any Information security issues.

  • Help identify and resolve facility maintenance issues; develop alternative and implement New Processes.

  • Manage work with your compliance partner to provide support for Security And Compliance audits.

  • Coordinate with IT Asset Management team on hardware replacement and allocation.

  • Prepare executive level reports and Data Analysis on trends for stakeholder review.

  • Develop and maintain professional relationships with employees to understand business unit needs and align your facilities services for better results.

  • Identify and escalate situations requiring urgent attention redirect problems to appropriate technical resources.

  • Be accountable for supporting enterprise Production Support process for reporting, evaluating, resolving incidents.

  • Maintain complete, timely and accurate record of Network Administration.

  • Set up equipment for employee use, performing or ensuring proper installation of cables, opeRating Systems, or appropriate software.

  • Control: through embracing and understanding your differences that you are able to harness your individual power to maximize the success of your customers, your employees and your organization.


Save time, empower your teams and effectively upgrade your processes with access to this practical Help Desk Management Toolkit and guide. Address common challenges with best-practice templates, step-by-step Work Plans and maturity diagnostics for any Help Desk Management related project.

Download the Toolkit and in Three Steps you will be guided from idea to implementation results.

The Toolkit contains the following practical and powerful enablers with new and updated Help Desk Management specific requirements:

STEP 1: Get your bearings

Start with...

  • The latest quick edition of the Help Desk Management Self Assessment book in PDF containing 49 requirements to perform a quickscan, get an overview and share with stakeholders.

Organized in a Data Driven improvement cycle RDMAICS (Recognize, Define, Measure, Analyze, Improve, Control and Sustain), check the…

  • Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation

Then find your goals...

STEP 2: Set concrete goals, tasks, dates and numbers you can track

Featuring 999 new and updated case-based questions, organized into seven core areas of Process Design, this Self-Assessment will help you identify areas in which Help Desk Management improvements can be made.

Examples; 10 of the 999 standard requirements:

  1. How frequently do you verify your Help Desk Management strategy?

  2. Is the Quality Assurance team identified?

  3. Is supporting Help Desk Management documentation required?

  4. What are the necessary qualifications?

  5. How do you prevent mis-estimating cost?

  6. What methods do you use to gather Help Desk Management data?

  7. How do you measure efficient delivery of Help Desk Management services?

  8. How do your measurements capture actionable Help Desk Management Information for use in exceeding your customers expectations and securing your customers engagement?

  9. How will the Change Process be managed?

  10. Think about some of the processes you undertake within your organization, which do you own?

Complete the self assessment, on your own or with a team in a workshop setting. Use the workbook together with the self assessment requirements spreadsheet:

  • The workbook is the latest in-depth complete edition of the Help Desk Management book in PDF containing 994 requirements, which criteria correspond to the criteria in...

Your Help Desk Management self-assessment dashboard which gives you your dynamically prioritized projects-ready tool and shows your organization exactly what to do next:

  • The Self-Assessment Excel Dashboard; with the Help Desk Management Self-Assessment and Scorecard you will develop a clear picture of which Help Desk Management areas need attention, which requirements you should focus on and who will be responsible for them:

    • Shows your organization instant insight in areas for improvement: Auto generates reports, radar chart for maturity assessment, insights per process and participant and bespoke, ready to use, RACI Matrix
    • Gives you a professional Dashboard to guide and perform a thorough Help Desk Management Self-Assessment
    • Is secure: Ensures offline Data Protection of your Self-Assessment results
    • Dynamically prioritized projects-ready RACI Matrix shows your organization exactly what to do next:


STEP 3: Implement, Track, follow up and revise strategy

The outcomes of STEP 2, the self assessment, are the inputs for STEP 3; Start and manage Help Desk Management projects with the 62 implementation resources:

Examples; 10 of the check box criteria:

  1. Cost Management Plan: Eac -estimate at completion, what is the total job expected to cost?

  2. Activity Cost Estimates: In which phase of the Acquisition Process cycle does source qualifications reside?

  3. Project Scope Statement: Will all Help Desk Management project issues be unconditionally tracked through the Issue Resolution process?

  4. Closing Process Group: Did the Help Desk Management Project Team have enough people to execute the Help Desk Management Project Plan?

  5. Source Selection Criteria: What are the guidelines regarding award without considerations?

  6. Scope Management Plan: Are Corrective Actions taken when actual results are substantially different from detailed Help Desk Management Project Plan (variances)?

  7. Initiating Process Group: During which stage of Risk planning are risks prioritized based on probability and impact?

  8. Cost Management Plan: Is your organization certified as a supplier, wholesaler, regular dealer, or manufacturer of corresponding products/supplies?

  9. Procurement Audit: Was a formal review of tenders received undertaken?

  10. Activity Cost Estimates: What procedures are put in place regarding bidding and cost comparisons, if any?

Step-by-step and complete Help Desk Management Project Management Forms and Templates including check box criteria and templates.

1.0 Initiating Process Group:

2.0 Planning Process Group:

3.0 Executing Process Group:

  • 3.1 Team Member Status Report
  • 3.2 Change Request
  • 3.3 Change Log
  • 3.4 Decision Log
  • 3.5 Quality Audit
  • 3.6 Team Directory
  • 3.7 Team Operating Agreement
  • 3.8 Team Performance Assessment
  • 3.9 Team Member Performance Assessment
  • 3.10 Issue Log

4.0 Monitoring and Controlling Process Group:

  • 4.1 Help Desk Management project Performance Report
  • 4.2 Variance Analysis
  • 4.3 Earned Value Status
  • 4.4 Risk Audit
  • 4.5 Contractor Status Report
  • 4.6 Formal Acceptance

5.0 Closing Process Group:

  • 5.1 Procurement Audit
  • 5.2 Contract Close-Out
  • 5.3 Help Desk Management project or Phase Close-Out
  • 5.4 Lessons Learned



With this Three Step process you will have all the tools you need for any Help Desk Management project with this in-depth Help Desk Management Toolkit.

In using the Toolkit you will be better able to:

  • Diagnose Help Desk Management projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices
  • Implement evidence-based Best Practice strategies aligned with overall goals
  • Integrate recent advances in Help Desk Management and put Process Design strategies into practice according to Best Practice guidelines

Defining, designing, creating, and implementing a process to solve a business challenge or meet a business objective is the most valuable role; In EVERY company, organization and department.

Unless you are talking a one-time, single-use project within a business, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?'

This Toolkit empowers people to do just that - whether their title is entrepreneur, manager, consultant, (Vice-)President, CxO etc... - they are the people who rule the future. They are the person who asks the right questions to make Help Desk Management Investments work better.

This Help Desk Management All-Inclusive Toolkit enables You to be that person.


Includes lifetime updates

Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.