InvGate Blog

The COVID-19 crisis has changed the way that many employees work in a very short space of time. So, it’s no wonder that there are some frayed nerves out there. Employees are often having to adapt to working remotely, potentially with unfamiliar equipment and/or less-than-ideal workspaces. To help, this blog looks at ways to deal with frustrated end users and how best to help them effectively, efficiently, and with empathy.   

Topics: COVID-19

IT service desks everywhere are under pressure. The COVID-19 crisis has changed the way we work and how businesses are able to operate around the world. Employees might be ill, and others are self-isolating and having to work in completely different ways. Many IT service desks will be dealing with staff shortages, an influx of remote working tickets and equipment requests, and the potential negative effect on morale that these might bring. To help you, this blog looks at seven tips to help turn things around when your IT service desk is overwhelmed. Especially in a time of crisis. 

Topics: COVID-19

With the ongoing pandemic of the coronavirus continuing across the globe, many restrictions have been imposed on society with the risk of infection increasing and spreading; and as such, the need for looking after our health and wellbeing is greater than ever before. To diminish the spread of COVID-19 many of us have been adapting to working from home for the first time, struggling to balance work and home life together. This sudden, and disruptive, change, brings with it a lot of emotional challenges – ones that impact our mental health and wellbeing, potentially without us even realizing. So what can we do to keep ourselves fit, happy, and healthy during this coronavirus epidemic? Here we take a look.

Topics: COVID-19, mental health

The COVID-19 crisis continues to change the world in which we live and work, and the pressure is on for IT service desks to keep up with the many IT support requirements of employees who have suddenly found themselves working from home. Social distancing and remote working are the new normal and IT service desks need to maintain business services while delivering the best possible support experience to employees via multiple channels including phone, app or web browser, and email. All of which might result in the need for “hands-on” IT support. Or, now in these days of home working, the need for remote support.  To help your IT service desk to use remote support capabilities to its best advantage, this blog offers five tips for providing remote support efficiently and effectively while remaining people-focused. 

Topics: COVID-19, Home Working

In another COVID story, that looks at how InvGate’s customers are using its solutions to help with the many challenges of the COVID-19 crisis, Silvateam shares its experiences of enrolling in the InvGate COVID-19 response program. If the program is new to you, please read more about how InvGate has stepped up to help organizations – whether they are customers or not, and no matter where they are in the world – to deal with the many challenges that the global crisis has thrust upon them. We’re here to help your company too. 

Topics: COVID-19

Before the COVID-19 pandemic took hold, many of us may have felt that understanding the difference between simple, complicated and complex problems might be interesting, but that it bore little relevance to our everyday activities. But now, many activities that were previously simple and repeatable have become complicated or complex, as we attempt to manage our working lives under the new realities of social distancing and lockdown. Many of us are having to work differently as we adapt to changed circumstances.  And knowing how to recognize and manage the differences between the simple, the complicated, and the complex may be vital to providing the excellent service management that, more than ever, our organizations depend on.

Topics: COVID-19

Neenah Joint School District – a highly-rated, public school district located in Neenah, Wisconsin – is one of the many organizations that has joined the InvGate COVID-19 response program. Taking up InvGate’s offer of free licenses for its products to organizations during these difficult times. If the program is new to you, then please click through to read more about how InvGate is helping organizations – whether they’re customers or not, and no matter where they are in the world – to deal with the many challenges that the global pandemic has thrust upon them. 

Topics: COVID-19

The COVID-19 crisis, or coronavirus outbreak, has changed the world. At the time of writing, billions of people are practicing social distancing and many employees are getting used to working from home (instead of their usual offices). For your organization, and its employees, to continue to work effectively your IT department needs to keep delivering against their IT service delivery and support needs despite the challenges currently being faced.   To help your organization and its IT service desk to respond, this blog looks at the top five COVID-19 IT support challenges being faced as well as offering advice on how best to deal with them. 

Topics: COVID-19

If you’ve been using a Service Desk, I’m pretty sure you're well aware of what a Knowledge Base is and all the great benefits it provides. If you're not, then you’re missing out on one of the greatest tools available for your company – a tool which is especially helpful and important in light of the COVID-19 crisis.

Topics: knowledge base, COVID-19