Is Your IT Help Desk Support Working The Way You Want It To?
If your business is remotely like the majority of organizations that demand responsive enterprise-level IT Help Desk Support, you need to continuously reassess whether your help desk is sufficiently...
Should Your Business Outsource Its IT Help Desk?
With new initiatives to keep jobs in America, President Trump intends to impose a border tax on companies that move their operations overseas. Scrutiny from the current administration has kept car...
Why Most IT Help Desks Are Like Factories And Why They Shouldn’t Be
Most Help Desks are Like Factories Believe it or not, if you were to walk into your IT help desk office, you’d often find a scene more reminiscent of a factory. Impersonal environments where robotic...
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...
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...