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schedules Post #293

Helpdesk and Business Support for Non-Profits

Overview
Mission
Contact

Overview of the program

To do stuff

Assessment and Roadmap

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Identify the true north for your organization, then set a plan to get there.

Make it work

Team Building

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Get the right people in the room

We focus on building support teams that are high performance. We look to pair problem solvers, technical evangelists, and support agents that are culturally aware of client values, communication requirements, and goals for support interactions.

Knowledge Management

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Solve a problem once

Our support and training programs provide options for knowledge management. This includes 1) proactive training on processes, applications, and peripheral technology, 2) delivery and/or management of a searchable private knowledge base, and 3) knowledge documentation of legacy, integrated or new technologies. This enables more meaningful and specific interactions with support agents, as well as promotes self-service, With a central goal being a more educated end-user, knowledge management options increase stakeholder trust as well as an overall return on investment for technical support spend.

Process Engineering, Improvement and Automation

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Understand how you are doing business and how it can be improved

In many organizations, technical processes are informal, tribal, or altogether duplicative. This support program provides options for exploring and defining those processes. This gives insight as to where individuals spend time, effort, and other resources, to accomplish a technology-related task or request. With that knowledge, our teams can work with end-users to streamline technology processes as well as explore/implement automation.

Risk Management

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Develop processes and continuity plans to mitigate negative business impact events

There are many areas of risk that organizations must manage daily. This support program has options for proactive risk management and risk auditing for information technology. The option includes:

Data storage and continuity
Product lifecycle management, patching, and upgrades
Cybersecurity Liability Risk Management

Leadership Development and Change Management

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Align organization leaders with the new tools and processes to enable effect change

We partner with clients to ensure resources are available for specialized training, direct coaching, and change management activities. This is required to ensure that information technology operations, improvements, and initiatives can be implemented effectively and gain the most end-user acceptance.

Tool Selection

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Implement a ticketing tool to centralize helpdesk operations

The core of our support program is tool-based ticketing of information technology and business support needs from a client’s designated end-users. Our teams commonly work with open-source and enterprise ticketing and workflow management applications.

Assessment and Roadmap
Team Building
Knowledge Management
Process Engineering, Improvement and Automation
Risk Management
Leadership Development and Change Management
Tool Selection

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