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Masthead/Impressum
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Jimmo.com: Pages List



List of available content in Jimmo.com:

· Organization - Unofficial Support
· Justifying The Help Desk - Costs-Benefits Analysis
· Justifying The Help Desk - Business Case
· Justifying The Help Desk - Difference to Paid Support
· Justifying The Help Desk - Benefits from the Help Desk
· Justifying The Help Desk - Defining the Objectives
· Defining Your Service - Response Time and Resolution Time
· Defining Your Service - Designing the Help Desk
· Defining Your Service - Planning
· Defining Your Service - Written Procedures
· Defining Your Service - Support Handbook
· Justifying The Help Desk - Building a Proposal
· Evaluating the Help Desk - Measuring the Help Desk
· Evaluating the Help Desk - Measuring Performance
· Organization - Defining Responsibilities
· Organization - Centralized or Decentralized
· Organization - Specialist or Generalist
· Organization - Customer- or Product-Based Groups
· Organization - Organizing Skills
· Organization - Separation between IS and the Help Desk
· Call Resolution - Customer Self--Help
· Call Resolution - Solving the Problem
· Call Resolution - Determining the Problem
· Call Resolution - Call Resolution
· Defining Your Service - The Service Level Agreement (SLA)
· Staffing - Training Your Support Staff
· Staffing - Administrator of the Day
· Call Management - Call Tracking
· Evaluating the Help Desk - Evaluating the Help Desk
· Call Resolution - Call Resolution
· Staffing - Staffing
· Call Management - Call Management
· The Flow of the Help Desk - The Flow of the Help Desk
· Organization of the Help Desk
· Help Desk Models - Help Desk Models
· Defining Your Service - Defining Your Service
· Justifying The Help Desk - Justifying The Help Desk
· Call Management - Escalation
· Call Management - Documenting the Call
· Call Management - Communicating with Users
· Staffing - Work Schedule
· Staffing - Work Hours
· Staffing - Staffing Needs
· The Flow of the Help Desk - Closing the Call
· The Flow of the Help Desk - Multiple Support Tiers
· The Flow of the Help Desk - Assigning Calls
· The Flow of the Help Desk - Setting Priorities
· Help Desk Models - Dispatch or Resolve
· Help Desk Models - Advantages of the Different Models
· Help Desk Models - Choosing the Right Model
· The Help Desk

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