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of organisations
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Source - HDI Report

About the Knowledge Base

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Testimonial: I have found that the new HDAA Knowledge Base reduces the time it takes me to research industry stats & reliable information for the ITSM sector. It’s easy to use search functionality encompassing KCS principles, helps to filter & tailor my searches more accurately & there are numerous new services now available through the website. Every time I return to the site there is new information published. Very impressive.
Chris Powderly, Support & Services Manager, Allens

IT Service Desk Greeting

There's no absolutes about how to provide the 'right' greeting on an IT Service Desk, but providing the 'message' the customer hears is friendly, up-beat, solution-focused and natural is of utmost importance. From my experience, something that can get overlooked if a standard greeting is overly-scripted, is that you must remember it was the customer who initiated the call - not the Support Analyst. Therefore, if we dive straight in asking for lots of information (e.g. user IDs) straight away, ...More >>


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