IT admins, help desk technicians, and support staff members are constantly bombarded with service requests. Involving everything from routine maintenance to more complex tasks, the IT department is always busy maintaining company productivity. Without efficient help desk software to assist in the creation, routing, and tracking of support requests, among other functions, support specialists can struggle […]
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The IT help desk can be an essential part of your company. It’s often directly related to your business productivity and customer satisfaction. A help desk tool can streamline ticket requests, track purchases, and perform other essential functions, such as: Prioritize and automate requests Provide management for key updates about issue resolution Track new requests […]
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IT help desk tools are essential to any organization. Businesses use them to improve customer service, lower costs, and respond more efficiently to customer complaints. They also improve regulatory compliance and keep key members of management in the loop. There are a lot of help desk tools available on the market, so how do businesses choose […]
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In business, as in life, the only constant is change. Markets and digital landscape shift frequently and companies are always scrambling to keep up and get ahead. As businesses grow and change, so do IT needs. Many organizations struggle to deal with asset sprawl, a byproduct of the fast pace of technological change. The reality […]
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Discovering and managing IT assets can be a tough job for IT teams—especially when it comes to keeping track of IT inventory. The IT department is responsible for managing assets and liabilities as well as collecting asset data, which means keeping track of IT inventory to reduce unplanned expenditures and reduce time, cost, and risk. […]
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We live and work in an increasingly competitive world. For that reason, most companies streamline processes and improve operational efficiencies wherever possible. And, while, the IT help desk performs critical functions in many organizations, costs and productivity levels are often areas in need of improvement. In addition to solving internal and external technical issues, a […]
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Help desk software helps companies resolve tech issues faster, eliminate menial tasks, and allow IT departments to resolve complaints more efficiently. Through the organization of information, streamlined workflows, and the elimination of time-consuming manual processes, support specialists can focus on what they do best: addressing requests that demand their particular expertise. Too often, help desk […]
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Your service level agreement (SLA) is an integral part of your IT business and an essential element of your service level management strategy (SLM). Your SLA gives both you and your customers a solid basis for communicating efficiently and handling problems effectively, which makes it a valuable tool. One that both you and your clients […]
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The world is powered by technology today. We all know that. In business, technology, used skillfully, increases the value your IT department brings to the business—and your IT help desk. Not surprisingly, so does the quality of your IT help desk’s knowledge base (KB) and your technicians’ skill sets. The IT help desk plays an […]
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It’s every customer and employee’s right to ask for and receive assistance from the IT help desk. The help desk team is obligated to, well, help. It is also their duty to maintain the secrecy and confidentiality of any and all privileged information. This means that in addition to providing technical support quickly and efficiently, […]
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Have you ever considered what will happen to your help desk in the case of disaster? Business continuity (BC) and disaster recovery (DR) planning, today, applies as much to technological assets, such as the software solutions that support your business, as physical property. The reason being is that losing sensitive data or access to business-critical […]
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Each industry has standards and regulatory compliance concerns. The health care industry arguably has the most well-known, thanks to the Health Insurance and Portability Accountability Act (HIPAA) and its efforts to keep electronic protected health information (ePHI) safe. HIPAA compliance is essential for organizations that store, maintain or transmit ePHI and staying on top of […]
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