InvGate Blog

As we all try to return to some semblance of normality post-pandemic, your IT service desk will no doubt be looking to make changes that reflect the now-different business needs and priorities – with these in part influenced by the employees who are now likely working differently to versus pre-crisis. There’s much that might need to change and to undertake the required evolution of IT support well there’s a need to ensure that your portfolio of service desk metrics and key performance indicators (KPIs) is fit-for-purpose. To help, this blog looks at some of the common performance management issues that could derail your improvement activities before offering some key tips for getting your metrics aligned with the needs of the ‘new normal’.

Topics: service desk solutions, IT support, new normal

Your IT department and IT service desk likely performed miracles during the early part of the COVID-19 crisis. Both setting up and then supporting a predominantly office-based workforce as homeworkers such that your business could continue to operate. Hopefully, you all received the business recognition you deserved too. However, your role in the pandemic is still far from over – as your business starts to bring employees back into the workplace there are many parts for IT to play.

Topics: IT support, COVID-19, Pandemic

The COVID-19 crisis has changed the way we live, work, and interact with each other. Remote working has become the norm for many, and chances are that all your meetings are now over Zoom, Teams, or WebEx rather than being face-to-face. As we continue to look at IT service management (ITSM) and IT support best practice in a changing landscape, this blog looks at how to adapt your IT support model to support the emerging “new normal.”

Topics: IT support

It’s never fun dealing with complaints and customer escalations, especially when things get heated or contentious. But it definitely helps if you employ a consistent approach that ups the likelihood of your complaint-handling success. Here are ten tips to help you handle your angry customers.  

Topics: IT support

Let’s face it. Everyone loves a superhero. The Avengers, Batman, even Mighty Mouse (or is this just me showing my age?). IT departments are generally sources of heroes – our IT heroes. We all know that one person who seems to singlehandedly save the world (or at least the business) day-in-day-out. That person who knows everything about the business and its systems and who isn’t fazed by anything.

Topics: IT support