Help desk incident prioritization: the seat of the pants method In a 50 employee organization, prioritizing activity in response to IT incidents will fall to the single hard-pressed individual who keeps the organization’s IT running. If a decision has to be made on relative priorities between two or more open incidents, it will involve a … Continue reading Setting Incident Priorities on the Help Desk
The IT help desk as a problem fixer In an ideal world, where nothing went wrong, and all computer users in your organisation were perfect users of perfect software running on perfect hardware, the Help Desk would, I guess, be superfluous. But that’s not the case, and the cloud isn’t going to solve everything either. … Continue reading The role of the Help Desk in your organization
iPad as an IT asset: does the iPad make the grade in your organization? Your organization may be one of those in which a section of employees, and users of the IT resource you provide or manage, have decided they could work more productively if they had iPads. Have they been able to present a … Continue reading Should the ITAM office worry about ipads?
IT Helpdesk software and first call resolution First call resolution is a key target for an IT help desk. Productivity is maximized for both the end-user and for the support team. Personal skills and support team attitudes play a big part in the course of an issue’s resolution, but skill levels vary and every team … Continue reading Maximizing First Call Issue Resolution on an IT HelpDesk