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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 06/2018 Add to My Library
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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 06/2018 Add to My Library
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HELP DESK TECHNICIAN INTERVIEW QUESTIONS.

The following are questions helpful to an interviewer who is looking for a qualified Help Desk Technician.

1 20-465 Blank NORCON 06/2018 Add to My Library
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HELP DESK SOLUTIONS MATRIX.

Several solutions, including Dell KACE, ServiceNow, Solarwinds, SysAid, Spiceworks, and ManageEngine, were evaluated and compared by a user. The features comparison and notes are outlined in this matrix.

1 20-447 Blank NORCON 05/2018
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YOUR DATA: 2017 REAL WORLD IT TRENDS

The IT professionals that make up NOREX realize the benefits of no vendor bias when analyzing IT polls and trends. Your Data is a collection of the real world member input captured in all twelve months of 2017 WebForum polls.

39 DT2017 Blank Poll Result 02/2018 Add to My Library
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WEB HELP DESK SLA.

Following is a Service Level Agreement for web help desk service requests and incidents, prioritized based on impact and urgency.

2 20-386 Blank NORCON 02/2018 Add to My Library
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DESKTOP / HELP DESK TECHNICIAN.

Job description.

4 20-395 Blank NORCON 02/2018 Add to My Library
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HELP DESK/SERVICE DESK

During this February 2018 Help Desk/Service Desk session, NOREX members discuss and participate in a variety of polls on this important IT service deliverable. Training, building a knowledge base (KB); an introduction to the knowledge centered support (KCS) process, help desk and asset management/procurement best-practices; solutions used, metrics; and more are included.

25 NV2205 Blank Transcript 02/2018
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KPI DASHBOARD SAMPLES.

Following are two examples of KPI dashboards using Power BI for reporting along with ManageEngine's ServiceDesk Plus.

2 20-349 Blank NORCON 11/2017 Add to My Library
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ITSM TOOLS

NOREX members discuss Information Technology Service Management procedures and tools during this October 2017 session.

19 NV2193 Blank Transcript 10/2017 Add to My Library
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