Professional Services
Your account manager works closely with you to design your implementation plan and book your installation. Our Professional Services Team consists of experienced ITIL Help Desk Software Consultants. A certified HelpSTAR Consultant will work in a remote session with your administrators to install and test all components guaranteeing that HelpSTAR is properly configured in a test environment.
HelpSTAR offers a variety of professional services options to help you and your organization make the most of our intuitive software. The option you choose depends on your budget and the complexity of your organization.
Web-Based Consulting
Once installation is complete, an ITIL certified consultant will work with your HelpSTAR administrator to ensure you get the most out of HelpSTAR, in your environment.
Five, One Hour Web Sessions on HelpSTAR
Session One - Queue and Category Creation
Session Two - User Defined Fields
Session Three - Business Rules
Session Four - Projects and Project Templates
Session Five - Data Analysis and Asset Management
A Typical Agenda Includes:
- Review of your HelpSTAR setup
- Resolve common help desk issues such as improving communication with end users
- Review of your help desk workflow
- Setting up an effective knowledgebase
- Administrative training in advanced HelpSTAR features such as Business Rules, Asset Management and User Defined Fields
- Customization of end user web portal
Onsite Consulting
Onsite consulting typically includes time for planning and implementation of HelpSTAR followed by training of administrators and support staff. The agenda is flexible and is finalized in the strategic planning phase of the project.
Click to see full agenda for onsite consulting
Onsite Agenda
Analysis of Help Desk
- Help desk team member roles
- Number of support reps and folder assignments
- Number of users and geographical locations supported
- Type of support and various groups supported
- Average number of calls per week
- Current challenges and objectives
Outline of Desired Workflow
- End user requests by web portal and email
- Dispatch and routing
- Team and role creation
- Workflow implementation
- Use of in service area
- Update of knowledgebase
- Follow-up and closing requests
Administrative Training and Implementation
- Overview of workflow in HelpSTAR
- Help Desk Best Practices
- Working with Service Requests
- Creating User Defined Fields
- Creating new Business Rules
- Creating Project Templates
- Creating Purchase Requests
- Overview of Asset Management
- Warranty Management
- License compliance
- Data analysis such as queries, charts and reports
- Managing time and tasks with HelpSTAR
- Customization of web portal
