Jan 18 2021
The help desk is a hub for many activities.
Primarily, it’s about providing excellent service or support to customers and users. However there’s another worthy cause your help desk is in a prime position to assist with: gathering insights that can help make improvements within the company.
In fact, you could say that doing so is optimizing how you use help desk resources. Actionable insights could make a huge difference and help your company to take a proactive stance.
Jan 6 2021
We love operating in the IT world, but it's definitely full of jargon!
In the space of help desks or service desks (the two terms are often used interchangeably), a commonly asked question is, what is an enterprise help desk?
Dec 23 2020
Your help desk or service desk is often the first port of call for customers or the users that you serve.
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.