Often we are asked to set up a service desk from scratch for our clients and, for those who are not immersed in technical support we have written a summary of the software and tools that service desks typically utilize. The main tools for service desk operations typically include incident/service request software, CRM, remote access,...

The decision to outsource a service desk is a difficult one and there is much to consider. Cost is often the motivating factor but the quality of service is just as important and should be elevated by an expert service desk provider, not just maintained at current levels. We have put together a checklist of...

With everyone and everything now online and 24/7 unimpaired availability to everything almost a ‘human right’, your service desk has never been so critical. If it can’t be measured, then expectations can’t be maintained. Fortunately, with so much inexpensive incident and service request software on the market, your ITSM KPIs can be tracked and analysed,...

Help desk servicing is a significant contributor to your reputation, especially for those offering IT-based products and services. With the COVID-19 pandemic, help desks have found widespread adoption in the form of outsourced business functions. What can an Outsourced IT support company offer your business? IT help desk support can form the character backbone of...

Companies, post-Covid, are returning to basics, trying to maintain income whilst reducing costs. Outsourcing of IT support is the first point of call for the latter but what's best, in-house or outsourced IT support? In this blog, we will discuss the factors that will help weigh your options and answer this question of whether to...