Is your service desk delivering the service customers wants, or the service that is most cost-effective and least troublesome for your teams? Sanjeev explains why we continue to offer ‘selfish service’ and how to break these habits to transform both customer satisfaction stats and perception of the service desk.
The benefits of self-help IT are well understood, but how can you go from theory to reality? Kevin J Smith of Ivanti has some advice to reach that next level. (more…)
It was once the first step on the IT career ladder. Yet now IT support jobs are growing in stature and becoming a business critical role. Eric Wright of Richmond Systems explains what has changed and what it means for service desks in the future. (more…)