InvGate Blog

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 the business to engage with IT, end-user requests and incidents are managed centrally, and nothing is lost, ignored, or forgotten about. However, there are some common mistakes that organizations make when setting up their IT help desk. Here are four such examples (of mistakes) along with our top tips for building your help desk in a way that best serves your organization and the people who work within it.

Topics: Help Desk, Help Desk Software

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, and you now feel a little apprehensive about proving that you know your stuff. Plus, even if this isn’t the case, you still might be thinking: How can I increase the probability that I’ll pass the exam? Perhaps even with flying colors.

Topics: ITIL, Help Desk, ITSM

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 long it took, to have an accurate picture and be able to make smart decisions based on data. The Time Tracking feature of InvGate Service Desk enables you to know all of that and, in addition, provides you with enhanced budget control and forecasting capabilities.

Topics: Business Analytics, Help Desk, Time Tracking, data analytics, Technical Support, Request Management

Philosopher George Santayana once said: “Those who cannot remember the past are condemned to repeat it”. There’s hardly any other quote that could sum up this story so well... We usually say that with our software we help our customers help their customers, and to achieve this we had to start by helping ourselves: we had to organize our operations as a company to achieve the growth that awaited us. As we grew, the need to organize our processes became more evident. We had to continue doing innovative software development, but without neglecting support and post-sales services. Let me tell you the story of that transition, and how we went from organizational chaos to the efficiency in service provision that characterizes us today.

Topics: customer satisfaction, service management, Help Desk, Service Desk, IT service management

It’s said that we should practice what we preach. And, at InvGate, we do. We develop and sell software products, but not a single day goes by without us relying on that same software for our own daily work. We use it to manage and solve the requests of our customers, as well as monitor our assets. At the same time, our customers use our software to help their customers, through fit-for-purpose tools for assets and IT support management. We provide support to thousands of people in more than 40 countries, and we’re proud of the quality of our service.

Topics: customer satisfaction, customer service, Help Desk, Service Desk, Technical Support

"Choosing the right Help Desk software for your organisation isn't easy."If you are considering an upgrade to your existing Help Desk software to offer improved IT support, or are simply looking to work more efficiently and better manage incoming requests, there are a variety of important factors to consider when evaluating the options.

Topics: Help Desk