Getting Incident Escalation Right

Posted on Friday 20 October 2017.

by Sumit De, Head of Consultancy UK TOPdesk   Incident Management tends to be one of those ‘must-do but I really wish we could focus on something else’ kind of tasks. But understanding proper Incident escalation is indeed highly important, and can also contribute to less confusion in the Incident Management Process. Can I fix

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Nino Farrugia, Service Desk Manager of the Year 2017

Posted on Thursday 19 October 2017.

Find out what it takes to become Service Desk Manager of the Year in the industry’s IT Service & Support Awards. What made you decide to enter the awards? The SDI plays a big part in what we do here at the CGI Service desk offices in Bridgend. I am very proud not only to

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Agilisys Become An Awards Finalist – Best Managed Service Provider of The Year 2017

Posted on Thursday 19 October 2017.

What made you decide to enter the awards? We entered the prestigious SDI award to recognise the hard work and achievements of the Agilisys Service Centre Family and to give our customers another opportunity to validate their support for us. We have always seen SDI as the leading authority on Service Desks and we wanted

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Littlefish Become Finalists In The IT Service & Support Awards 2017

Posted on Thursday 19 October 2017.

What made you decide to enter the awards? We see our Service Desk as the “Jewel in the Crown” of our business. We felt an SDI Award would contribute significantly to us standing out from our competitors and give our offer more prestige in a crowded market place. The award in the Best Managed Service

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Lions, Dolphins, Elephants And Monkeys? It’s A Zoo Around Here!

Posted on Wednesday 18 October 2017.

Does your service desk look like and sound like a zoo? You’re thinking this may be an odd question and you’re right! Why would you compare a service desk to a zoo? Let me explain! According to Nigel Risner, the opening keynote speaker at SDI’s conference for service desk leaders in March 2018, every service desk

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Implementing a Knowledge-Sharing Culture for Better Knowledge Management

Posted on Tuesday 17 October 2017.

by Hannah Price, Consultant at TOPdesk   It’s safe to say I’m passionate about the importance of knowledge sharing in the modern service desk. Not only does it help cut resolution times massively, but it also promotes a better working culture. And to really push this cultural shift through, here’s are a few things you

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