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Roy Eldar

Roy Eldar

Former SysAid VP Support, with over 15 years’ experience in IT and large-scale production operations, Roy was responsible for the cloud infrastructure that powers SysAid and for our signature customer-centric support. Outside of work, Roy is an avid photographer, who also loves road cycling.
 

Come the end of a busy week, does your IT service desk ever look a little bit like the set of a western movie? The atmosphere is dry and barren. Random objects...
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I was thinking about incident management and categories and it came to me that really, every single day, we find ourselves being categorized and pushed into a specific pigeonhole. In fact, it...
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Your IT service desk staff are hopefully warriors, battling incidents and tirelessly delivering against service requests on a daily basis to ensure the smooth running of the technology that supports and drives...
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I was trying to get support from a supplier recently and, after considerable delay in reaching a service desk agent, I was upset to be able to hear the boredom in his...
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We live in an age of measurements and analytics, where organizations like to calculate how well they are doing, and how well (or badly) their employees are performing. This applies to IT...
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