Many years ago, we worked with Help Desk Institute (HDI) quite a bit and put on a few conferences and training seminars together. HDI continues to be a great resource for help desk and IT managers to go for great insight into running a help desk. Their advice focuses on what you need to accomplish to get results and not a lot on the tools used to get them done which is great. There isn’t a one size fits all help desk solution which is why there is so much competition in this space and so many great choices. Their blogs are very good and usually have advice that can be helpful to a newbie to IT or even to a seasoned veteran. Their blogs not only cover help desk but also related topics such as asset management, change management, knowledge management and more.
Check out this blog post on how to be a great desktop support analyst.
Unfortunately HDI restructured their site and blew away this post. We have a new post here on the Track-It! blog that addresses this topic.
Check out the Track-It! blog – Focus on the User, Not the Help Desk Ticket.