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The service desk is the face of IT. User satisfaction with IT in finance and insurance is largely influenced by the quality of the customer service the service desk...
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Organizational information that goes undocumented is often lost or forgotten. Small enterprises without a central information repository suffer from knowledge gaps when...
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Ad hoc approaches to service desk ticketing are inhibiting IT from achieving operational efficiency. Organizations with informal contact structures experience slower...
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End-user perception of IT is heavily influenced by the quality of service it delivers. Improve business satisfaction with all IT processes by improving service...
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Service desk tickets are not all created equal. Distinguishing between different types of tickets is critical for reporting and service delivery. Don’t let generic ticket...
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Remote desktop control saves valuable time and resources. Eliminating desk-side visits and reducing help desk workload by up to 30% can turn the help desk team into...
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Defining help desk performance metrics can be difficult. Organizations with dedicated help desk environments must take the time to develop a performance tracking system...
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