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10 Tips for Improving IT Help Desk Customer Satisfaction

Customer satisfaction is something that no value-driven service provider organization should disregard. For IT departments, it acts as a sense check for how your IT help desk is delivering against end-user/customer needs, how your IT service management (ITSM) practices are performing, and how your customers are feeling. Here are ten tips for improving your IT help desk’s customer satisfaction. 

Harmony Public Schools: providing support in 58 locations with InvGate

Harmony Public Schools, a system of public charter schools in the United States, faced the challenge of routing requests by customer location, in order to provide quality support in its 58 schools ...

10 Ways to Overcome Aged Tickets (Part 2)

Aged tickets hurt IT service desks and their parent organizations. From the business’ perspective, employees struggling for much longer than is acceptable and potentially losing productivity. From an ...

10 Ways to Overcome Aged Tickets (Part 1)

Let’s face it. We’ve all been there. Attending a service review with a customer only to be faced with an incident or request that should have been sorted out months (if not years) ago. Such “aged ...

3 InvGate Service Desk Features you were Probably Waiting for

As you might know, we’ve recently launched a major release for InvGate Service Desk 6.0, featuring a whole new UI for improved organization and tracking of help desk activities. But the ball keeps ...

10 Tips for Becoming a Great IT Help Desk Manager

Managing an IT help desk is one of the most visible roles in IT. Done well, you can support your team, inspire great service, and increase customer satisfaction. Done badly, you’ll demotivate your ...

5 Questions to ask about Incident Categorization

Incident management is front and center of your IT service provider offering. Done well, effective triaging can speed up incident resolution times, make life easier for technicians, and improve ...

4 Common Mistakes and Top Tips for Building an IT Help Desk

In our opinion, the IT help desk is one the most important functions you can have in any service-oriented organization. Having a help desk in place means that there’s a single point of contact for ...

10 Tips for Passing Your ITIL Foundation Exam

So, you’re about to take your ITIL Foundation Certification exam and can’t wait to get the new qualification. However, if you’re like us, it might have been quite a while since you last took an exam, ...

5 reasons why you should use Time Tracking

Having visibility into the work of the support team and how internal service orders are managed is one of the main purposes of a help desk. We all want to know who did what, at what time, and how ...