You’ve written before about Help Desks and how hard it is to establish useful metrics [for example “ Another helpless desk,” Keep the Joint Running 12/17/2007 — Bob]. My question: What would be so ...
They’re the information that can help IT perform better. The IT help desk is a crucial supporting player in the team of instructors, researchers, administrators and students who are spread across ...
Inflated incident count? A scramble for getting credit for closed tickets? A steady stream of distractions for the IT staff everywhere else? Metrics might be the culprit I’m a developer, and our help ...
TORONTO, Aug. 24, 2022 /PRNewswire/ - Info-Tech Research Group, one of the world's leading IT research and advisory firms, has published a new research-backed blueprint, Define Service Desk Metrics ...
One of the best investments a service provider can make is in a service desk, a move which not only can help keep clients happy but one that can lead to future follow-on business and even new service ...
And second, tracking help desk projects could skew overall help desk metrics. If IT is replacing a switch or router, deploying dozens of new PCs, or rolling out changes to mobile management, you’re ...
In a time of major change tied to introducing a new LMS, a well-prepared "help desk" is a prime stress reducer for the user, as well as for those supporting the LMS. In addition, this relationship ...
It’s understandable that a CIO would be worried that a new “Bring Your Own Device” policy could lead to a spike in technical support calls, swamping an already resource-strapped help desk. Even worse, ...
Restructuring doesn’t always have to imply heads rolling. Last summer, temporary staffing company Manpower restructured its 40-person help desk organization—without handing out pink slips—to enable ...
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