I am a help desk consultant, specializing in finding ways of improving the effectiveness of how you solve computer problems in your company, and ways of reducing the number of computer problems in the first place.
Software has gotten so complex, often any change to your computer seem to mess up at least one other thing. Clearly, help desks across the country are swamped. Manufacturer's help desks don't seem to understand the complexity of your setups. Many people you could bring onto your help desk can't diagnose problems very well.
How do technicians at most companies try to find out what is wrong with a computer?
While none of these methods is really used effectively in most offices, the people who check the Internet or other resources know the value of recording what works; training them to record their successful techniques so others can use them will make a big improvement. And people using the Bulldozer method have one crucial advantage over those using the other methods: They at least understand that there are ways to set up a computer to work reliably.
How would a scientist solve problems even more complex than PCs have? How many of your PC support people keep detailed lab notebooks? Can you imagine what the airline industry would be like if they had the same lousy diagnosis and repair techniques as the software industry? If aircraft were diagnosed and "fixed" as poorly as computer software is, you would have traveled to California by covered wagon!
I will teach your staff at least three effective diagnostic techniques from other disciplines, that most computer help desk people never use. I will work with your staff to teach the benefits of reuse so that every month your ability to solve calls improves.
I will show the benefits of a reliability mindset, in terms of increasing your company's productivity and net income, increasing your customer's satisfaction with your help desk, and also increasing the personal satisfaction of your help desk members.
I will work with your help desk members to have them invent solutions to reliability issues that exist in your environment.
I can recommend what works best for your company size, culture, and desired level of service, including:
I have extensive experience in training companies to use their software to effectively keep track of calls and solutions. I recommend customizations to work with your company's style, and to track the information you need as easily as possible.
I have worked with companies to discover clear ways of reducing the thousands of dollars that each 100 calls to the Help Desk was costing their effectiveness! Would decreasing those costs by just 5% or 10% every quarter, or every month, make a difference?
Every way that can be found to reduce the number of problems your employees have with their computers, and reduce the hours that these problems affect productivity, can have an enormous impact on the bottom line of your company.
I know the importance of cost-justifying all work done in your company. If we don't agree, after discussing my ideas, that I can improve your bottom line by at least five times what I charge, then we shouldn't work together. But I predict a bigger improvement than that!
If you want to:
then you owe it to yourself and your company to talk with me about ways of addressing these problems better in your company.
Please contact me to discuss how I can improve your help desk.