Detangling the Help Desk and Service Desk

Detangling the Help Desk and Service Desk

Spend an afternoon in nearly any office setting and invariably you’ll hear one employee tell another to call the help desk to assist with a network issue. Walk to another floor, and you’ll hear a different employee tell their coworker to call the service desk to handle an issue they are having with Microsoft PowerPoint. […]

Protecting Your Assets

IT Protecting Your Assets

IT teams are responsible for managing all the hardware and software within the organization. That doesn’t necessarily mean that hardware and software come out of the IT team’s budget. After all, if a marketing department needs more expensive desktop computers to run video-editing software the expense should come from marketing’s budget. However, it does mean […]

Hosted vs. Cloud Help Desk – Which one is right for your organization?

Hosted vs. Cloud Help Desk – Which one is right for your organization

Help desks are important. They fix immediate problems that come up in day-to-day office activities, keeping employees productive. However, there are different options when it comes to help desk, and more businesses are moving their help desk into the cloud.  Hosted help desks are installed locally on your IT infrastructure, while cloud help desks sit […]

A Better Way to Troubleshoot Common Help Desk Problems

A Better Way to Troubleshoot Common Help Desk Problems

Some problems seem to pop up at every help desk, regardless of industry or geography. Employees have trouble with logging in, or find themselves staring at the “blue screen of death.” If we were making a top five list of help desk calls, those two would join printing challenges, slow network speeds, and accidentally deleted […]

4 Automations Every Team Should Develop

4 Automations Every Team Should Develop

Successful IT teams integrate automated processes throughout the organization. According to consulting firm McKinsey Digital, up to 45% of all activities that are currently done by employees can be automated. When done right, these save time, simplifying repetitive tasks and making it easy for members within the organization to improve productivity.  ITIL 4 precisely captures […]

Best IT Practices to Support Employees at Home

Best IT Practices to Support Employees at Home

It’s been just over a year since the arrival of COVID-19. Over the last twelve months, many employees have start to work from home (WFH), pushing IT departments to develop creative, secure processes to enable the transition from an office-based workplace to a world where employees are dispersed in hundreds of locations.  However, Even as […]

5 Tips to Prepare Your IT Service Desk for AI Adoption

Unless you’ve been living in a cave for the last two years, you’ll have seen all the hype – and sometimes scaremongering – around the power of artificial intelligence (AI). But where are we with AI for IT support, really? And what should your IT service desk be doing about it right now? This blog […]

The Key Ways ITIL 4 Impacts IT Support Best Practice

ITIL 4 – the latest version of the popular IT service management (ITSM) best practice framework – was published at the end of February 2019 or at least the Foundation Edition book was. There’s more to come in terms of best practice guidance, with the “higher-level” ITIL 4 publications and exams being released later in […]

Using Employee Experience as a Driver for IT Support Improvement

How long has your IT support team been measuring customer satisfaction (CSAT) with respect to its end users? How long has it been scoring highly? And how long have you felt that your organization’s employees – or external customers if you’re a managed service provider (MSP) – aren’t as happy with your IT service delivery […]