Feb 28
If you have worked in a Service Desk environment long enough, you will bound to notice some trends as to the directions people, processes and technologies are taking to. Below are some of the points that I picked up while attending a seminar and I’ve added my comments for each item pointed out.
The characteristics that Service Desk is moving towards are:
- Increased use of self help – As customers and users become more technologically savvy, they are getting braver nowadays to execute remedial efforts. Compared to a few years back, these group of customers have become bolder and have embraced technology quicker than ever before. It is therefore a good time for Service Desk manager to re-look into their FAQs and knowledge bases so that their customers can help themselves. Continue reading »
Feb 21
Wikipedia defines best practices as;
…the most efficient (least amount of effort) and effective (best results) way of accomplishing a task, based on repeatable procedures that have proven themselves over time for large numbers of people.
So, where does one go around getting the set of proven repeatable procedures to best accomplish a task? You can get them through multiple ways including your own experience and other peoples’ experiences as well as right here on ServiceDeskCenter.com.
Continue reading »
Feb 05
Believe it or not, this question has popped up many times in the course of my career as a Service Desk manager. Many young managers as I was have pondered on this and some managers have even had their subordinates asking if casual dressing is allowed in operations.
Just like many before me, I have asked the question before. From what I gather, there are 3 situations that influence what Service Desk professionals should wear. The 3 situations are:
Continue reading »