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...
Why Using The Wrong KPIs Can Cripple Your Help Desk
Have you ever heard the phrase “If you can’t measure, you can’t manage”? This mantra of using metrics to inform management decisions is commonly credited to Peter Drucker, who emphasizes the fact...
Does Your IT Help Desk Take and Use User Feedback Seriously?
Is your help desk optimizing their service toward your users’ needs and expectations? Do they seek user feedback? More than 47% of help desks don’t get user feedback on their computer support issues....
Why You Are Waiting On Your IT Help Desk?
When you’re forced to wait on hold and keep hearing “your call is important” over and over, don’t you feel like just hanging up? And if your computer problem is simple enough for a technician to...
Is Your IT Help Desk Effectively Answering Calls?
I’m sure you’ve heard this advice before: you can’t manage what you don’t measure. This advice is particularly true for IT help desks—where performance metrics can be to understand whether your users...
Is Your IT Help Desk Crippling Your Technology Initiatives?
Why Your IT Business Technology Initiatives Fail Maybe you call them business objectives, initiatives or annual goals, but I’m certain you have been thinking (at the very least!) to identify how to...
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...