Dec 7 2020
Change can be scary. When you get comfortable and familiar with a particular process, it can feel strange to move beyond what you’re used to. While certainly different from the older way of doing things, automation creates a better experience for your team and your customers alike.
Nov 30 2020
What are the bottom-line factors that tell you if your help desk is doing a good job?
When you look at it from a business-growth perspective, customer satisfaction and experience are the keys to success. What you do directly impacts how customers view the company and whether they stay with it.
Nov 23 2020
How busy has your help desk been lately?
Many companies have found that the workload on their agents has increased considerably,
especially over the pandemic and with more people working remotely. Even under normal circumstances, the help desk
agent roll is often a pressure cooker.
Nov 8 2020
One of the key challenges that most help desks have to juggle is managing time.
You’ve got constraints in terms of budget and number of assigned technicians or
agents you can have, and you need to balance that with the workload coming through your help desk.
This makes streamlining and finding the most efficient operating strategies extra
important. Sometimes you’re being asked to do “more with less,” while your users have high
expectations of your service delivery too.
Here are a few ideas on how help desks can streamline:
Nov 2 2020
If you're lucky enough to be hiring right now, you already know that candidates are
swamping the job market. Even more so than usual, helpdesk jobs are hot commodities, and many people are interested in them. So, what's the best way to
ensure that you get the candidates that fit perfectly for your needs? It starts with writing a helpdesk job
description that encompasses everything that your team finds valuable about support.
In this blog post, we'll break down how to write a helpdesk job description fit for
a support pro and also provide you a template to take and use as you see fit.
Oct 11 2020
One of the hallmarks of a successful helpdesk is operational efficiency.
While we’ve come a long way since the early days of helpdesks, there are still many companies that are using manual processes for prioritizing, assigning tickets and taking care of other key tasks.
Oct 1 2020
One of the major developments over the last few years is the use of automated chatbots for help desks.
Sep 14 2020
Your IT help desk plays an important role in the everyday running of the company.
It's a resource that users or employees are turning to in order to get on with their jobs, so what the help desk does can have a real impact on how well everything else goes.
Aug 31 2020
When you’re tasked with managing a help desk, it’s important to have some key
metrics in place for measuring the effectiveness of your operation.
Metrics are what let you know if you’re improving, declining or remaining steady in
key areas. Notably, whether you’re managing a help desk or a service desk, they remain pretty much the same.
Key metrics are focused on the use of your service and your service delivery.
Aug 18 2020
HIPAA is one of those things that not every help desk requires, but when you do need it, it’s critical that it is done right.