The help desk is something that is easily overlooked by decision makers of large corporations simply because they often assume there is nothing much to the process: issues come in, resolutions go out. In an ideal world, this would be the case. For those who are actually close to or working in the help desk, […]
The worldwide markets have felt the economic effects of the recession and businesses everywhere have scrambled to try and figure out how to cut their budgets and keep their doors open. As a result, specific divisions of the company came under close scrutiny, the helpdesk included. Upper management wanted to know how the helpdesk was […]
Anybody operating in the help desk space–or that simply offers a help desk to support customers–understands the challenges that can exist for achieving optimal performance and customer service. Without trouble ticket software in place within your help desk environment, a calm platform to serve customers can quickly turn into a nightmare. Take a quick look […]
Within your enterprise, have you seen current IT service trends shift from significant IT spending to IT being viewed as a significant cost to the business? If you operate in this department, this fickle approach to the value of IT to the enterprise can be nothing short of discouraging. And, when it comes time to […]
Is your help desk environment complex? Are all of your systems integrated so the agent can quickly attend to a customer and resolve the issue on the first call? Can you easily make changes within your help desk environment when technologies improve, telephony systems are updated or your company adds new offerings to their portfolio? […]