You’ve written before about Help Desks and how hard it is to establish useful metrics [for example “ Another helpless desk,” Keep the Joint Running 12/17/2007 — Bob]. My question: What would be so ...

They’re the information that can help IT perform better. The IT help desk is a crucial supporting player in the team of instructors, researchers, administrators and students who are spread across ...

Inflated incident count? A scramble for getting credit for closed tickets? A steady stream of distractions for the IT staff everywhere else? Metrics might be the culprit I’m a developer, and our help ...

It is that time of the year again when you sit down, take stock of your IT Help Desk’s performance these past 12 months, and chart a course for success in the new year. Call them New Year resolutions, ...

One of the best investments a service provider can make is in a service desk, a move which not only can help keep clients happy but one that can lead to future follow-on business and even new service ...

And second, tracking help desk projects could skew overall help desk metrics. If IT is replacing a switch or router, deploying dozens of new PCs, or rolling out changes to mobile management, you’re ...

In a time of major change tied to introducing a new LMS, a well-prepared "help desk" is a prime stress reducer for the user, as well as for those supporting the LMS. In addition, this relationship ...

Restructuring doesn’t always have to imply heads rolling. Last summer, temporary staffing company Manpower restructured its 40-person help desk organization—without handing out pink slips—to enable ...