Welcome to the Helpdesk.com blog. This blog is dedicated to news, stories and insights on the service and support industry. Blog postings and news flashes address ITSM technologies, service desk management, help desk software, customer relationship management, IT asset management, and other areas related to ITSM and “best practice” customer and end user support.
Q. Dear Help Desk Coach, In a recent management meeting, one of the managers criticized the help desk, saying the engineers have no idea what the business units they support actually do. That comment stung. My engineers are very good at … [Continue reading]
A special guest blog posting from Donna Earl – A.K.A. “The Help Desk Coach” The beginning of a new year is perfect timing to revisit your help desk’s performance and make improvements for the year ahead. Here are the top 8 tips to refresh and … [Continue reading]
Q. Dear Help Desk Coach, Recently I attended a management forum, and when I introduced myself as an IT manager, the group launched into a unified grumble over their companies’ instituting ticketing systems for support. I’m trying to initiate a … [Continue reading]
Q. Dear Help Desk Coach, In my company, the C level executives get special treatment. It doesn’t matter what the issue is. Even if someone else has a more serious issue, our manager wants us to give priority to the executive. It doesn’t seem … [Continue reading]
A special guest blog posting from Donna Earl – A.K.A. “The Help Desk Coach” Evaluate your practices in supporting your customers. Answer each question according to how often you utilize each practice in call … [Continue reading]