End-user Support & Experience Archives

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End-user Support & Experience

Are you ready for the Year of ‘the modern workspace?’

As your business evolves, it’s easy for technology and processes to get out of date, resulting in workplace inefficiencies that adversely affect productivity, employee satisfaction and customer experience. The Harvard Business Review Analytic Services Survey in Feb 2018 found that…
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First Time Fix – Do your metrics reveal the truth?

It’s easy to understand why the FTF rate is the Service Desk metric that gets the most attention. When measured correctly, it is the figure that identifies when your end-users get a resolution at the time of asking for it….
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How to implement a successful Joiners, Movers & Leavers (JML) process

Joiners, movers & leavers processes (JML) are critical to information security, hardware asset management and relationship building between your Support Team and IT users. All too often, the responsibility for maintaining a smooth process is unclear. Leaving both users and…
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How to measure user happiness on your IT Service Desk

Happiness. It’s such an abstract quality. Ask just about anyone whether they are happy about this, about that or about the other, and their response is likely to be shaded. They are not unhappy. They are quite happy. They’re mainly happy. Usually happy. Relatively happy. You won’t generally…
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What is: Outsourcing? Managed IT services? Shared IT services?

There is still a lot of confusion surrounding the different types of IT support models, mainly because there are so many options and alternatives to in-house IT service desks out there! We thought we would explain the different types of sourcing solutions available, including near-shoring, co-sourcing and managed sourcing.  IT Sourcing Models Generally, when certain business…
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Raiders of the lost password

At Microsoft Ignite this year, a conference for IT support partners, I decided to focus on security. This is a boardroom conversation right now and as I type various news stories exist about major companies who have been breached – and I imagine, a lot more…
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The six types of remote workers and how to support them

Does your company include people who do their best work at night, after office hours? Or perhaps you’ve engaged the services of a strategist from out of state who needs access to important files anytime, anywhere. For these and other…
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Remodelling the Service Desk for your Digital Workplace

The Digital Workplace has been with us for a while now. It’s a movable concept of fluid, flexible and enabling technologies that are being used to liberate organisations, their managers, their workers and their resources from the traditional constraints of…
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The 5 key trending customer requirements for Managed IT

The economy is challenging, employees demands are increasing and the technology options are multiplying – so how does this translate into service requirements from customers to their Managed Service Provider (MSP)? We thought we would share with you the trends we see from our mid-market…
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