In last week's #HDIchat, participants discussed the metrics their organizations track and why.
Date Published November 8, 2016 - Last Updated December 15, 2016
Service desk analysts are like the unsung heroes of information technology. You never hear what a great job they are doing on a day-to-day basis until they make a mistake.
Date Published November 8, 2016 - Last Updated April 19, 2019
Knowledge management (KM) is a touchy subject in the world of support. Many organizations struggle with it, and far fewer have managed to create a mature KM process.
Date Published November 3, 2016 - Last Updated April 19, 2019
If you manage a service desk, will need to do some hiring, replacing, or backfilling of employees with new hires. When hiring new employees, there are many different routes to getting them on calls.
Date Published November 2, 2016 - Last Updated April 19, 2019
Sooner or later, it happens, even in the best support centers. Anyone in a customer-facing position has come to grips with being contacted by an angry customer.
Date Published October 27, 2016 - Last Updated April 19, 2019
Key Performance Indicators (KPIs) help us quantify what is most important to monitor as we work to achieve goals and objectives. But not every measure is a KPI.
Date Published October 26, 2016 - Last Updated April 19, 2019
Solving customers’ problems or answering their questions quickly and correctly matters more than taking the highest number of calls or closing the highest number of tickets. It isn’t a race, after all.
Date Published October 25, 2016 - Last Updated April 19, 2019
Swarming not only gets problems resolved, but also you typically get resolution much more quickly. It is also a great training mechanism for front-line employees.
Date Published October 20, 2016 - Last Updated April 19, 2019
Because rollouts require concentrated effort to complete work within a specified time, bringing in contractors to assist desktop support can be beneficial.
Date Published October 19, 2016 - Last Updated April 19, 2019
The most successful incident escalation processes include a Well-defined process, Well-defined tools, and an open dialogue between the support center and all second-level teams receiving escalations.
Date Published October 18, 2016 - Last Updated April 19, 2019