Working in Information Technology (IT) isn’t always easy. If you’re handling requests from multiple departments and communication channels, the challenge only grows. As such, finding a way to simplify and organize incoming tasks can be essential if you want to smoothly run a team. Fortunately, you don’t have to do it alone. A ticketing system … Read more What Is a Ticketing System? (Plus 3 Reasons to Use One)

Before the COVID-19 pandemic, working from home was just one of many ways to run a business. Now, almost every enterprise has established remote offices for their employees—even IT teams who in the past would never consider a remote workforce. To provide your team with the support they need regardless of their location, you need … Read more RDP vs. VPN: What’s the Difference?

Today employees seek instant online help and prefer technical support through an online information base instead of waiting for a human support technician to respond via email or call. To meet high service expectations, enterprises strive to build a simple and comprehensive knowledge base that empowers employees to resolve issues in a few clicks. A … Read more 5 Tips to Build a Great Knowledge Base

IT often requires a high degree of organization. If you’re juggling multiple software licenses, it’s not unusual for one to fall through the cracks. However, the result of this oversight can be a failed Microsoft license compliance audit and the fallout. Fortunately, you can prepare by setting up a well-categorized system ready to handle compliance … Read more Microsoft License Compliance Audit Solutions

Your business’ service desk is an important part of your employee service ecosystem. As the main point of contact and resolution, ensuring it stays in top shape is essential. However, knowing exactly how to achieve this status can be puzzling. Fortunately, there’s a way to demystify the process. By focusing on the aspects of your … Read more Tips to Boost Your Service Desk Performance

Keeping track of all the vendors your business relies on can be challenging. As your company grows, you’ll likely come to rely on a broad assortment of suppliers with rotating inventories and varying prices. Fortunately, vendor management software and other procurement tools can simplify software, hardware, and service purchases when they’re needed. If you have … Read more Vendor Management Software

Successful service desk management requires a complete and clear understanding of internal processes, service desk metrics, and end-user expectations. Besides having relevant technical experience, skills, and competencies, IT service desk managers must know how to keep their employees happy and team of technicians well-managed to fulfill end-user expectations. What is an IT Service Desk? An … Read more 7 Tips for Success for Service Desk Managers

Incident management can be a complex process. Between investigating root causes, understanding how configuration items relate to each other, determining which OS the user is currently on, resolving minor issues, and troubleshooting complex problems, you can end up investing a lot of time and resources to resolve issues your teams has solved before. As such, … Read more Incident Management Automation

We live in an age of disruption, where startups with new ideas are challenging the status quo and competing against incumbents. However, most startups aren’t ready for the marathon; they struggle to scale up amidst numerous operational challenges. At the same time, many of these operational challenges aren’t new and have standard solutions available in … Read more Why Help Desk Software Is Essential for Your Company’s Growth

Today, most organizations have significantly transformed their support operations modern help desk solutions. Many cloud-based help desk solutions offer a higher degree of automation with increased efficiency in the grouping, triaging, assignment, and tracking of IT service tickets. With these solutions, organizations can reduce manual workloads on their service desks. However, service desk agents still … Read more 5 Top Skills for IT Help Desk Agents