It can be a challenge to find professionals that have the right mix of technical and customer service skills to be successful as desktop support technicians (DSTs). Learn about the requirements and expectations for DSTs so you can better address the hiring challenge from both the recruiting and...
Tag(s): business of support, supportworld, infographic, staffing, workforce enablement, desktop support
Date Published October 15, 2014 - Last Updated March 10, 2021
Leaders in the technical support industry continue to be preoccupied with managing support for the mobile workforce. With 86% of support organizations feeling pressured to prove their value to the business, taking full advantage of supporting mobility is more important than ever.
Tag(s): business of support, supportworld, infographic, mobility, mobile device support, technology
Date Published April 24, 2014 - Last Updated March 10, 2021
In the current economic climate, organizations often face a surplus of applicants for job openings. In short supply, however, are qualified applicants: those who possess the right combination of in-demand skills, credentials, and experience. "The War for Talent" illustrates the business need for...
Tag(s): business of support, supportworld, infographic, staffing, workforce enablement
Date Published February 6, 2014 - Last Updated March 10, 2021
There are many benefits to remote support. For best results, follow these good practices.
Tag(s): white paper, remote support tools, best practice
Date Published June 22, 2012 - Last Updated December 30, 2014
All support organizations operate along a continuum of maturity. Newer organizations, and those that have not yet matured, tend to be chaotic and reactive. By contrast, the most mature organizations are calm, focused, and disciplined. Those in the latter category operate very strategically, and...
Tag(s): business of support, customer service, customer satisfaction, metrics and measurements, practices and processes
Date Published June 12, 2012 - Last Updated May 11, 2016
How would you react if you find yourself in the middle of a disaster? For example, imagine you’re at work and your boss tells you to go home because there is a hurricane coming, or the city is flooding. Forget about the standard corporate response or the enterprise disaster readiness procedures....
Tag(s): technology, social media, disaster recovery, communications skills, communications technology, incident management, best practice, process
Date Published June 12, 2012 - Last Updated May 11, 2016
Intelligent swarming is a dramatically different way to organize the support organization, challenging thirty years of accepted practice and structure in support. Let’s examine what is driving this change, how it works, where it applies, and why it can be a more efficient and effective way to...
Tag(s): practices and processes, process, support models, incident management, problem solving and troubleshooting, collaboration
Date Published June 12, 2012 - Last Updated May 11, 2016
In 2008, Citrix launched a BYOD (“bring your own device”) program for its worldwide employee base. Already a leading provider of virtualization, networking, collaboration, and cloud technologies, Citrix set the stage for their IT support teams to begin embracing the transformation taking place...
Tag(s): technology, process, practices and processes, best practice, customer service, IT service management
Date Published June 12, 2012 - Last Updated May 11, 2016
While it certainly appears that many organizations are demanding the benefits offered by SaaS, evidence indicates many organizations are confused about what SaaS truly entails, and whether or not it is the best choice for their software needs. Consider the following question recently posted on a...
Tag(s): technology, process, business of support
Date Published May 25, 2012 - Last Updated May 11, 2016
Do more with less. This has become a common refrain in our industry, given the state of the economy. As new technology emerges that can propel the business forward, the expectations on IT continue to grow, while IT spending continues to be constrained. In a time when acquisitions and mergers...
Tag(s): process, business of support, practices and processes
Date Published May 25, 2012 - Last Updated May 11, 2016