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Help Desk

12 posts in this category
 

Customer experience is becoming increasingly important to corporate IT departments and the people they serve. For those who provide workplace IT, customer, or end-user, experiences need to improve in order to match consumer-world equivalents....
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Everyone has a help desk these days, and the service that a help desk delivers will probably cover a range of aspects. The service will be delivered by a combination of human-to-human and computer-to-human...
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There are a number of reasons why email and other personal productivity tools are used for IT support, for example: Most IT staff usually have access to email IT staff know how to use...
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There are lots of different names for “the corporate team or function that provides internal IT support to end users.” Examples that I’ve seen used on my IT service management (ITSM) travels include: IT...
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Having an external perspective is valuable, and even essential, for an organization to establish improvement ideas. That ability to ”see the wood for the trees” coupled with knowledge of the broader world outside your...
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In my previous blog, What’s Essential for an IT Help Desk?, I discussed the things that every help desk should do. These were: Log and manage calls from IT users Resolve incidents Generate useful...
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An IT help desk can easily take on a huge range of activities, but if you have limited resources then you must think about the essentials. This is true even if you’d like to...
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The help desk was a new idea for IT departments back in the 1980s and 90s. That’s when organizations figured out that it was far better to have a team of people fielding all...
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Some time ago, I wrote a blog about Defining Metrics for the Service Desk. Recently someone asked me what about the help desk? This person works for an organization that doesn’t have an enormous...
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Working in IT, particularly on the IT help desk, can often be a “glass half empty” rather than a “glass half full” experience – with many of the day’s activities related to things that...
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The term “service desk” can give rise to a number of conversations, and sometimes arguments. For instance, should you call it a help desk, service desk, or something else? And for companies with relatively...
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I don't have time to spend making technology easier for me to use. If I need to download this, update that, or purchase extra space, newer versions, or whatever it is, in order to...
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