For new inquiries, please include a brief description of your operation, the number of staff in your operation,
and the number of contacts your department handles each day (phone, email, chat, etc).
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and Ask the Expert a question.
The Five Most Interesting Questions Ask the Expert Has Answered
#5: Do you have any information on what role (if any) a help desk should play in account management
(i.e., creating new accounts for end users, modifying accounts, and terminating accounts)?
#4: Do you have any information regarding desktop support staffing levels?
#3: I am a service desk manager and I am looking to implement some continuous improvement in my
area over the next three months. Can you point me in the right direction or do you
have some documentation I could use to implement these changes in my area?
#2: What is the industry first call resolution rate?
#1: What is the industry standard for the number of incident priority levels?
Meet Our Expert
Roy Atkinson is Senior Writer/Analyst at HDI. He is "Ask the Expert,"
the chief writer for white papers, Focus Books, SupportWorld articles, and a key in-house
subject matter expert, holding both ITIL and HDI certifications.
He was one of the judges for the 2010 Team Excellence Awards. He was also co-author of
the HDI Social Media White Paper in 2009.