InvGate Blog

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 IT support changes that allow your IT service management (ITSM) processes and enabling technology to take some of the pressure off your overworked people. Done right, this is a win-win – you’ll also get better IT support operations and outcomes as you change to serve and protect your IT support people better.   You’d not be alone in wanting this – after all, no one wants their people to burn out, struggle with their health and/or productivity, or leave to pursue less stressful career options. Plus, there’s definitely a need to optimize your IT support capabilities to better meet the needs of your business and its employees.  So, what can you do? To help, this blog offers up answers to two of the most important questions that need to be asked (and answered) before making the changes that will improve the work lives of your IT support personnel. 

Topics: IT support

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 social and work worlds, but in terms of the latter, things are likely to have changed forever. Especially in terms of IT service delivery and support. Where it leaves most IT departments with the need to change, and ideally to optimize, their IT service desk capabilities for both new ways of working and the differing expectations of the employees being served. So what do you need to do? And where should you start? 

Topics: IT support

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