How answering an IT help desk call poorly has led to under-productive and unsatisfied users. Last week, I had to call for technical assistance with a new dishwasher I had purchased.
The Zog Blog
Whatever compliance your business is required to follow — PCI, FINRA, HIPAA, Gramm-Leach-Biley Act—it needs compliant help desk workers that understand your specific needs. What’s alarming is that most help
Why have ticket categories? Ticket categorization is the second most important component to any helpdesk ticketing system (the first most important being ticket-tracking itself!). Categories can be used to evaluate
Have you ever heard the phrase “If you can’t measure, you can’t manage”? This mantra of using metrics to inform management decisions is commonly credited to Peter Drucker, who emphasizes
Is your help desk optimizing their service toward your users’ needs and expectations? Do they seek user feedback? More than 47% of help desks don’t get user feedback on their
Why Your IT Business Technology Initiatives Fail Maybe you call them business objectives, initiatives or annual goals, but I’m certain you have been thinking (at the very least!) to identify
When you contact your IT help desk, you want your computer problem resolved right away. And if an issue is too complicated, you want the issue resolved sooner than later.