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Building Greater Resilience into Your IT Service Desk

I think we can all agree that 2020 was a rough year for nigh on everyone. We had the global pandemic and, depending on where you live in the world, potentially multiple lockdowns and a huge toll on the health of your organization’s employees and their families. Now there are vaccines and the hope that sometime soon the world can go back to something approximating normal. Importantly, in a way ...

Taking a People-Centric Approach to Optimizing Your IT Support Capabilities

When you stop to think about how hard your IT service desk personnel are working – especially after what has been a very busy and problematic year, to say the least – you might want to introduce some ...

How to Optimize Your IT Support Capabilities for 2021

It’s safe to say that many of us will be glad to see the back of 2020, with 2021 hopefully bringing with it a return to normality (or as close as we’re able to get to it). This applies to both our ...

IT Service Desk Metrics – Measuring the Right Things in the “New Normal”

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 ...

IT’s Role in the Pandemic Isn’t Over Yet

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 ...

Rethinking your IT Support for the New Normal

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 ...

10 Tips for Handling an Angry Customer

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 ...

5 Ways to Overcome Superhero Syndrome in 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 ...