Does Your IT Help Desk Technicians Set Your Users Up For Failure?
How answering an IT help desk call poorly has led to under-productive and unsatisfied users. Last week, I had to call for technical assistance with a new dishwasher I had purchased. There was...
Is Your IT Help Desk Complying To Your Industry’s Regulations?
Whatever compliance your business is required to follow — PCI, FINRA, HIPAA, Gramm-Leach-Biley Act—it needs compliant help desk workers that understand your specific needs. What’s alarming is that...
How Properly Indexed Documentation Creates An Efficient IT Help Desk
Why have ticket categories? Ticket categorization is the second most important component to any helpdesk ticketing system (the first most important being ticket-tracking itself!). Categories can be...
Is Your IT Help Desk Helping Hackers?
How should your IT help desk work to help you secure your data? Let me start with a story: About a year ago, I received a frantic call from a business owner that needed figuring out how their...