All
NORCONS
direct connect
Events
Transcripts
Poll Results
Not a Member? Learn More
 

The following documents, direct connect discussions, and events meet your search criteria. The resources are sorted under the tabs below. You may download documents now or save them to your My Library for future reference. To add to the discussion or post a question relating to your search on direct connect, a Username is required and can be quickly set in your Individual Profile.

Your Information Team is eager to help. Click here for more assistance.

Search Results
Showing 1 - 10 of 56 Results
BlankPrev Page 1 6
Document Pages Document
Number
File Type Blank Document Type
Blank
Date PostedBlank Get
Documents

HELP DESK TOOLKIT

These NOREX member-contributed documents include RFPs, job descriptions, outsourcing, ticketing & tracking, incident management, guides & resources, scorecards & reports, surveys, service catalog, ITIL/ITSM and discussions.

9 TK006 Blank Toolkits 09/2017 Add to My Library
Download

JOB DESCRIPTIONS TOOLKIT

These are NOREX member-contributed job descriptions in the areas of applications, business analyst, change management, CIO/Director, communications, DBA, enterprise architecture, GIS, help desk/service desk, IT manager, network systems, operations, procurement, project management, quality assurance & compliance, security, training and web development..

10 TK010 Blank Toolkits 09/2017 Add to My Library
Download

HELP DESK QUICK REFERENCE GUIDE.

This quick reference guide is prepared to highlight key processes and standards that the Help Desk follows to support the team.

3 20-244 Blank NORCON 07/2017 Add to My Library
Download

HELP DESK GUIDE.

The document begins with a review of Help Desk services, how to access them, and when they are available. The support process is then described. The section on Service Standards identifies the approach to prioritizing requests, the service standards IT strives to attain, and escalation procedures.

16 20-245 Blank NORCON 07/2017 Add to My Library
Download

BUSINESS ANALYST ROLE & BEST PRACTICES

Topics of this July 2017 session included opinions on the best place for Business Analysts to reside on the organizational chart, tips for requirements gathering and estimate creation, the optimal number of projects a BA can handle and advice on working with external parties.

22 NV2176 Blank Transcript 07/2017 Add to My Library
Download

CHANGE MANAGEMENT

Members discuss IT Change Management processes and tools during this July 2017 session.

27 NV2175 Blank Transcript 07/2017 Add to My Library
Download

IT PRIORITIZATION.

This document focuses on identification of expected response time, prioritization of incident or requests, and target completion times.

11 20-235 Blank NORCON 07/2017 Add to My Library
Download

END USER WELCOME KIT.

This document guides a new team member in setting up various programs and getting connected with frequently-used resources such as the Help Desk.

2 20-171 Blank NORCON 04/2017 Add to My Library
Download

TRAINING TEMPLATE.

The following is a loose training schedule template for a Help Desk employee.

2 20-165 Blank NORCON 04/2017 Add to My Library
Download

NOREX QUICK POLL RESULTS - HELP DESK

Over 250 member organizations participated in our Help Desk Poll in March 2017. This poll includes in-house and outsourced tools and providers, cloud–based tools, staffing, hours of support and customer satisfaction survey.

17 NP2161 Blank Poll Result 04/2017 Add to My Library
Download