From our latest client work and company activity to our thoughts on the world of IT, end-user support, infrastructure and how to run successful IT projects, we’d love to share it with you.
For efficient Service Desk management, never underestimate the importance of an accurate and comprehensive “ticket”. This contains a record of all the things that occur when looking to resolve a parti...
There is no magic formula or single, industry-wide benchmark for determining appropriate IT Service Desk staffing levels. But that’s not to say that your needs should be assessed based on rough-and-re...
Is the concept of the fully automated, AI-driven IT Service Desk a realistic one? And even if it is technically possible, does this make it something that businesses should necessarily aspire to?
A ticketing system is essentially your central hub for managing IT user support requests. It enables your team to capture IT needs from across your organisation, to assess their nature, to prioritise ...
Interruptions will happen. Systems will freeze – and no software or hardware is 100% failsafe. These things are facts of life. But it’s not the individual technical incident itself that poses the bigg...
"The need for an efficient, reliable and secure IT function is nowadays vital for any organisation in the legal sector. Their IT needs are specific to their sector and the Support function has a neces...
With more and more companies looking at outsourcing solutions for all or part of their IT, it is important to highlight the main features of a Managed Service, especially as an alternative to full out...
First Time Fix (FTF) as is a great service management metric, as it's the one that indicates the most gain in customer satisfaction if improved upon by the Service Desk.
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