IT Support


Global customers, global support

How can you reinforce brand promises across multiple support channels and repeat it on a global basis?  This session explains how to deliver proactive support in an international environment, deal with language issues, and how to create, maintain and use knowledge across different geographical locations.  Lena also explains how to deliver a continuously high-quality user […]

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Bringing the virtual workforce to life

We all know the potential of automation to transform service desk performance. In this session we see how deploying virtual workers can deliver the benefits of automation, without major disruption, change or a hefty price tag.  Using case studies to highlight the real world deployments, you’ll see that it is virtual workers, rather than new […]

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Rethink IT Support, Noel Bruton, IT strategic paper

Noel Bruton offers new structure for IT support as free download

Following on from his presentation at SITS16, IT support consultant Noel Bruton has published the associated strategic paper ‘Time to Rethink IT Support Structure’ as a free download. The paper considers many of the “classic shortcomings suffered by IT support” such as high backlogs, slow service levels, differing priorities at first and second line, falling […]

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