10 Most Common Help Desk Problems
Here is a list of the 10 most common types of IT help desk calls. How does it compare to your list?
by Taylor Burgess on July 17, 2018
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
A sense of humor is essential to every job, perhaps doubly so for IT service desk workers. If someone isn't describing their problem through a mouthful of Doritos, they're asking if you can make the internet faster.
by Danielle Livy on March 31, 2017