Why Your IT Help Desk Needs A Routine to Be Successful
A lot of people think that getting more work done means spending more time at their desks. But a variety of recent studies have found that working more hours (subsequently having less time for other...
Is Outsourcing IT Help Desk Really The Way To Go?
You, like many folks out there, think “outsourcing” is one of the worst moves your business could make. Outsourcing is moving our American jobs out of America. Outsourcing IT means having a...
How To Evaluate Whether Your IT Help Desk Service Level Agreement Is Working
Six Considerations Before Signing Your Name On the Dotted Line If no one met the standards set in your SLA agreement, how good is it for you and your organization? A service level agreement (SLA) for...
Why Your IT Help Desk Service Level Agreement Is A Lot Like A Marriage
A service level agreement for help desks is a lot like a marriage. When you outsource your IT help desk, there is a relationship, understandings and expectations, all described within an agreement...
What Should You Expect For Your IT Help Desk Technicians?
Business owners weighing out different IT help desk solutions often ask “What should I expect in front line service?” What the majority of folks I talk to (and in fact the majority of those surveyed...
Does Your IT Help Desk Technicians Set Your Users Up For Failure?
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. There was...
Is Your IT Help Desk Complying To Your Industry’s Regulations?
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...
How Properly Indexed Documentation Creates An Efficient IT Help Desk
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...
Is Your IT Help Desk Helping Hackers?
How should your IT help desk work to help you secure your data? Let me start with a story: About a year ago, I received a frantic call from a business owner that needed figuring out how their...
Why Using The Wrong KPIs Can Cripple Your Help Desk
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 the fact...