When managing an IT Support function, excellent customer satisfaction is your holy grail. But do you know how to track, measure and improve it on an ongoing basis? Tracking and improving IT Support Desk customer satisfaction is an ongoing process….
Now more than ever, organisations are investing in IT Service Management to help them become more efficient and save money in these times of austerity. Here are the five service management process that every organisation should follow. In these times…
To assess how well your IT support provider is performing, transparency is essential. How effectively and efficiently are incidents being resolved? To what extent are user expectations being met? What areas are in need of improvement – and what form…
A high performing service desk can have a hugely positive impact across any organisation; from optimising investments in technology to the productivity of the overall workforce and the competitiveness of your business. However, nowadays service desks face many new challenges…
Are you an IT Support Desk Manager? Or maybe you have one reporting to you? It’s not a job for the faint-hearted. The pressure to perform to SLAs, to keep a team motivated and deliver a quality service for the…
A ticketing system is essentially your central hub for managing IT user support requests. It enables your team to capture IT needs from across your organisation, to assess their nature, to prioritise them, and to enable effective resolution of issues….