Note

Customer service is a changing field and new technologies are making it imperative that organizations deploy the correct customer service strategies and tools. Deciding which CSM suite to select is a difficult task. Use this research to...

Tool

A customer-oriented IT department reduces department costs, improves the quality of deliverables, and boosts the efficiency of the IT workforce. There are six core competencies that are essential to service orientation in IT. Facilitate these...

Note

A customer-oriented IT department reduces department costs, improves the quality of deliverables, and boosts the efficiency of the IT workforce. This storyboard helps you assess the level of customer service orientation in your IT department,...

Impact Research

Many help desks today are missing out on valuable cost savings opportunities. This report will help identify the gap between your current and optimized state to reduce costs, improve end user satisfaction and help desk efficiency through...

Job Description

The Help Desk Technician's role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may...

Job Description

The Help Desk Manager's role is to oversee the entire Help Desk staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization,...

While help desk automation can play a critical long-term role in developing a cost effective service orientation, determining the correct help desk staff ratio is equally as important. Find out your ideal ratio with this research note.