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 »