How Automation Can Help You Create and Meet SLAs
At the service desk, good IT help desk software offers comprehensive reporting of SLA-related metrics.
by Nathan Riley on August 22, 2017
Research shows the most important question you should ask in your customer satisfaction survey is: How much effort did you have to put forth to handle your request? Decreasing the amount of effort users have to expend to get a resolution is the key to boosting customer satisfaction.
by Joseph Brown on August 15, 2017
What if your service desk was so good that it could solve problems before they happen? You can't predict unexpected events, but you can and should address predictable events. Researchers from the Corporate Executive Board (now part of Gartner) refer to this as creating "event clusters," and it could be the key to boosting your first-touch resolution (FTR) rate.
by Matt Cox on August 10, 2017
Whether you're trying to staff an IT service desk or whether you're an IT worker looking for a service desk job, there are certain skills that are rock-bottom-required basics, and others that can help candidates stand out among applicants.
by Laura Miller on November 2, 2015