First Line Support Toolkit Howto

By | September 22, 2016

First Line Support Toolkit HowtoThe First-line Support Toolkit

This toolkit provides a wide variety of resources to boost your understanding and ability to implement First-line Support in your organization with 10 ready-to-use resources.
This toolkit is designed to provide a guiding hand to assist you in improving your knowledge and understanding of First-line Support by offering easy to use templates, blueprints, and documents that can be adapted to your organization’s requirements.
Buy with confidence, the First-line Support toolkit has a 100% Satisfaction Guarantee & Free Returns.
List Price $58.77 Get it now for just $33.5 ! Save $25.27 (43%)
Put together by The Art of Service’s industry experts and providing ready to use documents, this valuable kit takes the reader beyond the theoretical to focus on the real benefits and deliverables of First-line Support and how to apply them successfully within an organization.
This innovative set of documents and ready-to-use templates will provide you with a head start for both learning and applying of a First-line Support approach that meets today’s standards. It is tailor-fit for professionals who don’t have the time or resources at hand to develop the required templates and structure for implementation.
The Complete First-line Support Toolkit Includes the following 10 resources:
1.File: 01 Service Desk-Roles and Responsibilities.doc – Summary: The primary Service Desk Analyst role is that of providing first-level support through taking calls and handling the resulting Incidents or Service Requests using the Incident Management and Request Fulfillment processes in line with the Service Desk objectives. Wordcount: 963
2.File: 04 Service Desk-Example Job Description.doc – Summary: The Service Desk essentially becomes the face of the IT organization as the first point of contact, so it is important that it is run effectively and provides quality service to customers and end users. Wordcount: 443
3.File: Service Desk – Roles and Responsibilities.doc – Summary: The primary Service Desk Analyst role is that or providing first-level support through taking calls and handling the resulting incidents or Service Requests using the Incident Reporting and Request Fulfillment processes, in line with the Service Desk objectives. Wordcount: 558
4.File: Example Outsourcing – Service Levels.doc – Summary: Report service level metrics per customer: system and network availability report, incident management report (overview of incidents per category, impact, etc.), incident statistics (outages, average resolution time), work load/performance trends, reports on escalations, metrics from change management (e.g. overview of changes, date/time, results, etc.) and problem management metrics. Wordcount: 12433
5.File: Help Desk-Example Job Description.doc – Summary: The Help Desk essentially becomes the face of the IT organization, so it is important that it is run effectively and provides quality service to customers and end-users. Wordcount: 404
6.File: Help Desk-Roles and Responsibilities.doc – Summary: The primary Help Desk Analyst role is that of providing first-level support through taking calls and handling the resulting Incidents or Service Requests using the Incident Reporting and Request Fulfillment processes in line with the Help Desk objectives. Wordcount: 559
7.File: 01 Help Desk-Roles and Responsibilities.doc – Summary: The primary Help Desk Analyst role is that of providing first-level support through taking calls and handling the resulting Incidents or Service Requests using the Incident Management and Request Fulfillment processes in line with the Help Desk objectives. Wordcount: 962
8.File: 04 Help Desk-Example Job Description.doc – Summary: The Help Desk essentially becomes the face of the IT organization, so it is important that it is run effectively and provides quality service to customers and end users. Wordcount: 430
9.File: Event, Access, Request Fulfilment Management – Roles & Responsibilities.doc – Summary: If Event Management activities are delegated to the Service Desk or IT Operations Management, Technical and Application Management must ensure that the staff are adequately trained and that they have access to the appropriate tools to enable them to perform these tasks. Wordcount: 1189
10.File: Event, Access, Request Fulfilment Team.doc – Summary: Validates requests by checking that the request has been approved at the appropriate level of authority and that the user is a legitimate employee, contractor or customer and that they qualify for access Wordcount: 760
This toolkit includes a variety of electronic documents that provide a head start for the implementation, education and awareness for First-line Support.
The kit is designed for those who need or are looking for awareness or skills, but simply don’t have time to develop the necessary templates and structure for the implementation.
The kit serves to act as a starting point. It will give you a clear path to travel. It is designed to be a valuable source of information and activities.
The First-line Support toolkit:
1. Contains 10 ready to use documents covering the Preparing, Planning, Designing, Implementing, Operating and Optimizing of First-line Support
2. Is scalable to any size and type of project or organization
3. Provides blueprints, templates and documents – ready to download and apply
4. Saves you time and budget
Buy with confidence, the First-line Support toolkit has a 100% Satisfaction Guarantee & Free Returns.
List Price $58.77 Get it now for just $33.5 ! Save $25.27 (43%)

Unit Price: EUR 32.86
Total: EUR 32.86
Info plus 19% sales tax/VAT to EUR 32.86: EUR 6.24
EUR 39.10
Delivery: Download
File Size: Full version: 1.1 MB
Download Time: Full version
56k: ~3 min.
DSL/Cable (1/8/16Mbit): <1 / <1 / <1 min.

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Tags: First-line Support, first-line support toolkit, Desk Analyst role, Desk-Example Job Description.doc, Service Desk, Help Desk, Service Desk Analyst, primary Service Desk, Desk objectives, Service Desk objectives, First-line Support approach, Help Desk Analyst, Complete First-line Support, primary Help Desk, Help Desk objectives, Request Fulfillment, first-level support, Service Requests, incident management, quality service, Service Desk-Example Job, service level metrics, incident management report, List Price, Wordcount, Incident Reporting, Satisfaction Guarantee, Free Returns, problem management metrics, Summary, Request Fulfilment Management, Request Fulfillment processes, Help Desk-Example Job, average resolution time, work load/performance trends, Event Management activities, Request Fulfilment Team.doc, network availability report, organization, Service Desk-Roles, Service Levels.doc, documents, incident statistics, ready-to-use resources, wide variety, change management, incidents, ready-to-use templates, EUR, Help Desk-Roles

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