How Should Your IT Help Desk Escalate Your Priority Tickets?
When you contact your IT help desk, you want your computer problem resolved right away. And if an issue is too complicated, you want the issue resolved sooner than later. When you’re waiting to hear...
Can Your IT Help Desk Learn From Its Mistakes?
How solution discovery and rediscovery are both critical components to a successful and efficient IT help desk. I’m sure you’ve experienced from time to time the need to remember how to do something...
3 Reasons Why Your IT Help Desk Shouldn’t Let Users Wait On Hold
If you’ve ever had to deal with your IT support desk, I’m sure you’ve had to deal with waiting on hold. If you’re lucky, maybe you’ll at least get to listen to some music worth listening to. But if...
Could Your IT Help Desk Be Your Biggest Security Risk?
Maybe you’re not aware, but the help desk is often regarded as one of the easiest ways into your networks. Security experts often refer to help desks as a companies’ biggest security vulnerability...