How to Ask for More Service Desk Staff
In my company, IT is seen as a cost center (not a profit center), so keeping expenses as low as […]
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Service Desk
How to Redefine Your Service Desk Culture
Every organization has a culture — good or bad. It can be defined as the traditions, attitudes and behaviors that
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Service Desk Overhaul: How to Find & Fix the Roadblocks
When I started with my company in 2017, we had a two-person service desk, and we were using a low-cost
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Duquesne University’s Journey to Build a Strong Student Support Staff
In tech support for higher education, we have the unique opportunity to provide students with a great real-world experience of
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Bringing Microservices to the Service Desk
There’s a term floating around the development world that the service desk can adopt. It’s called microservices. In the application
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Homoglyphs are what?
Homoglyph attacks are a type of cyberattack where attackers use characters that look similar to other characters to trick users
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Metric of the Month: First Level Resolution Rate
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking
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Tips and Strategies for Self-Service
HDI Leadership Forums hold speed-circuit discussions to share ideas One of the features of the HDI Leadership Forums is the
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Chat for Support: Some Things to Consider
Chat, a.k.a. live chat or web chat is still gaining in popularity. We hear of organizations adding it every day,
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2017: Another Year Support Didn’t Vanish
Reports of support’s impending death have been greatly exaggerated. (Hat tip to Mark Twain.) Technical support is not going away
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