Help Desk Toolkit

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Be accountable for using troubleshooting and Data Analysis techniques and coordinating Customer Support activities sufficient to receive, respond to and ensure complete resolution of the more complex Help Desk call.

More Uses of the Help Desk Toolkit:

  • Be certain that your planning follows up on Problem Resolution and Informs clients of status utilizing the service/Help Desk functionality.

  • Pilot: 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.

  • Warrant that your strategy communicates in a timely and tactful manner via email or other methods to share information on outages, upgrades, and other situations involving technology interruptions or process changes.

  • Perform Help Desk related remediation activities to End Users out of compliance with Security Program guidelines.

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

  • Develop: proactively work with other members of your organization to identify and implement key opportunities for operational improvements.

  • Escalate complex problems to other groups, Help Desk, or vendors for resolution or for support under maintenance agreements; oversee vendor work.

  • Warrant that your team performs research using approved Knowledge Management scripting and Business Processes to determine and resolve each problem.

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

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

  • Troubleshoot and resolve highly complex customer network/system problems across a broad range of technologies.

  • Perform simple implementations/MACs like upgrading software, installing a printer, or other minor onsite and remote configuration changes.

  • Direct: expert solutions and outstanding service drive success, and you seek the same attributes in your employees.

  • Solve problems and be able to present technical information to users with different technical skill levels.

  • Ensure that Help Desk staff use and maintain Problem Management databases or other Help Desk Software so that Help Desk activities and performance can be monitored.

  • Help Desk technicians must have the good technical knowledge and communicate effectively to understand the problem and account for its solution.

  • Make sure that your design participates in projects and tasks to improve Quality of Service and increase the efficiency of IT Help Desk and supports the process.

  • Confirm you meet; lead, direct, evaluate, and develop Help Desk staff to ensure that users receive competent and timely service.

  • Support and trouble shoot server and Network Infrastructure at supported locations and work with Enterprise Network and server services to Resolve Incidents.

  • Perform additional Enterprise engineering, implementation, or troubleshooting work as workload allows.

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

  • Be accountable for providing mission management and Help Desk Support ensuring efficient utilization and allocation of network and system resources to maintain availability and performance.

  • 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.

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

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

  • Assure your planning complies; interfaces with vendor / manufacturer technical personnel for client problems that cannot be resolved effectively.

  • Follow up with customers and users to ensure complete resolution of issues/record problem and resolution through Help Desk Software.

  • Analyze Help Desk enquiries to identify recurring user problems, recommend solutions, and to identify areas where Help Desk service can be improved.


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

STEP 1: Get your bearings

Start with...

  • The latest quick edition of the Help Desk 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 improvements can be made.

Examples; 10 of the 999 standard requirements:

  1. What are your most important goals for the strategic Help Desk objectives?

  2. Explorations of the frontiers of Help Desk will help you build influence, improve Help Desk, optimize Decision Making, and sustain change, what is your approach?

  3. How do you spread information?

  4. What are the usability implications of Help Desk actions?

  5. What are the tasks and definitions?

  6. Is a Help Desk Team Work effort in place?

  7. Does Help Desk create potential expectations in other areas that need to be recognized and considered?

  8. Is it needed?

  9. How do you identify the kinds of information that you will need?

  10. What causes investor action?

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 book in PDF containing 994 requirements, which criteria correspond to the criteria in...

Your Help Desk 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 Self-Assessment and Scorecard you will develop a clear picture of which Help Desk 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 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 projects with the 62 implementation resources:

  • 62 step-by-step Help Desk Project Management Form Templates covering over 1500 Help Desk project requirements and success criteria:

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 project issues be unconditionally tracked through the Issue Resolution process?

  4. Closing Process Group: Did the Help Desk Project Team have enough people to execute the Help Desk 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 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 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 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 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 project with this in-depth Help Desk Toolkit.

In using the Toolkit you will be better able to:

  • Diagnose Help Desk 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 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 investments work better.

This Help Desk 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.