Archive of posts with tag 'help desk'

Imagine being under the microscope, while also shouldering the responsibility of company-wide productivity. That’s IT in a nutshell, with the help desk as the front line for any dissatisfaction or service interruptions that end users experience. In the past, with on-premises solutions, being the enterprise hero who could solve a problem quickly was difficult. Now, as organizations shift to modern,...

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The internal help desk can be a very busy place for a business. IT is under pressure from users to fix any application or network problems quickly, and now also has to depend on the providers of those apps and networks to get problems solved. So how do you measure how your help desk is performing? Figure out the metrics...

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In these days of SaaS applications, the help desk has to be efficient, knowledgeable and able to close tickets fast. Nobody likes waiting, and when your users are experiencing a technology problem, they like waiting even less. You can do a lot proactively to make sure that users spend as little time on hold as possible, but that’s only one...

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“Help, I need somebody!” That refrain from one of the songs that powered the Beatles to long-ago pop music success is the perpetual lament of anyone who’s ever run into a brick wall at work with computer or hardware, WiFi access, or a host of other potentially challenging activities. For years, the IT support help desk has been the answer....

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