One of the most popular topics at the recent SITS15 event was marketing the Service Desk to the business. It’s a important consideration today for Service Desks that once had a captive customer base but now face competition from social media, peer-to-peer support,...
This week’s ‘Friday Introducing’ brings you Katy Platt, Financial Controller for Sunrise. Previously Katy has worked as a Chief Operating Officer for a software house and as Head of Finance at a luxury ski tour operator – benefiting from some enjoyable time spent in...
Businesses will spend a quarter of their tech budgets safeguarding themselves against IT risk by 2018 according to research from IDC. The analyst predicts that $78.6 billion will be spent this year on Risk Information Technologies and Services (RITS), representing 17...
To remain relevant in the age of cloud and consumer IT, Service Desks must be prepared to constantly address whether they are delivering what the business needs, rather than simply supporting corporate-procured technology. Finding out what user community really wants...
Improving customer transactional experience and process efficiency are the big IT priorities in 2015, with 94% of organisations expecting technology to play a significant role in business growth according to research from Richard Half UK. 50% of small businesses want...
This week we are pleased to introduce you Rohan Bridglall, Service Desk Analyst for the Sunrise Customer Service Desk (CSD) Team. A typical day in the life for Rohan, would include assisting customers with their incidents, either raised by the phone, email or...
Service Desks are tasked with solving the problems that are often caused by other parts of the business. Should they be allowed to set the agenda and dictate change for the greater good? Fixing someone else’s mistakes. It’s a frustrating and painfully familiar reality...
Whereas once, the biggest penalty that Service Desks would pay for failure was disgruntled users unable to use their printer or connect to the network. Now risk management is a company-wide issue with severe penalties; here’s how Service Desks must respond. IT is now...
Finding the sweetspot between value for money and quality is the goal of every good Managed Service Provider (MSP), so here’s our guide to three tips which will improve customer satisfaction. Rethink your interactions MSPs trying to improve customer...
