Does Your IT Help Desk Take and Use User Feedback Seriously?
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 computer support issues....
Why You Are Waiting On Your IT Help Desk?
When you’re forced to wait on hold and keep hearing “your call is important” over and over, don’t you feel like just hanging up? And if your computer problem is simple enough for a technician to...
Is Your IT Help Desk Effectively Answering Calls?
I’m sure you’ve heard this advice before: you can’t manage what you don’t measure. This advice is particularly true for IT help desks—where performance metrics can be to understand whether your users...
Is Your IT Help Desk Crippling Your Technology Initiatives?
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 how to...
How Should Your IT Help Desk Escalate Your Priority Tickets?
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. When you’re waiting to hear...
Can Your IT Help Desk Learn From Its Mistakes?
How solution discovery and rediscovery are both critical components to a successful and efficient IT help desk. I’m sure you’ve experienced from time to time the need to remember how to do something...
3 Reasons Why Your IT Help Desk Shouldn’t Let Users Wait On Hold
If you’ve ever had to deal with your IT support desk, I’m sure you’ve had to deal with waiting on hold. If you’re lucky, maybe you’ll at least get to listen to some music worth listening to. But if...
Could Your IT Help Desk Be Your Biggest Security Risk?
Maybe you’re not aware, but the help desk is often regarded as one of the easiest ways into your networks. Security experts often refer to help desks as a companies’ biggest security vulnerability...
3 Things to Look For In Your IT Help Desk
Looking to shrink your support tickets while helping your employees in the process? I’m sure when you think of simple help desk cures, things such as “Have you turned it off and on again?” come to...
Why Outsourced IT Help Desks Need To Go Beyond Your Expectations
You might think that when you call the help desk, you are simply considered a number—a name assigned to a ticket that eventually will get closed. And the quicker your number gets swept off their...