10 Steps to Self Service

Posted on Wednesday 10 January 2018.

What IT Support Does Your Business Need? Four Tiers of IT Support explained

Posted on Thursday 16 November 2017.

by Alan Conduct, Head of Support Services at UKN Group Making sense of IT support means clearly understanding what your business needs. Larger, more complex organisations usually have more complex IT needs. Digital transformation, staff using their own devices and app, programmes to remove extensive paperwork and manual filing usually make companies more reliant on

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Is Self-Service working for you?

Posted on Friday 3 November 2017.

One of the most common topics discussed at SDI events and Service Desk Manager courses is that of self-service. The technology is nothing new, it’s already in use in a significant portion of the industry, and undoubtedly it will need to be used more in the future to meet customer demand. The business benefits can

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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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The Naked Service Desk, Part II Defining Your Vision

Posted on Thursday 12 October 2017.

This is the second article in The Naked Service Desk Series. The original Naked Service Desk Blog explores the concept of stripping back the service desk to its basic components and identifies the top 10 elements which are key for providing brilliant service. Part II of The Naked Service Desk is about defining the strategic purpose

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The Naked Service Desk

Posted on Wednesday 20 September 2017.

This blog is part 1 of the Naked Service Desk Series. By Matt Greening, IT Consultant at Modern Networks Stripping off for a Calendar Girls style photo shoot is a great way to raise money for charity, but that’s not what this blog is about. This is about stripping back the service desk to its

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Service Desk in the age of SIAM

Posted on Wednesday 30 August 2017.

by Rakesh Kumar  With the advent of new age technologies, the convergence of a business user with an end user is evident. The services they use now are more packaged and modular compared to some time ago. While the providers of the services have become more sprawling, the Service Desk remains at the centre for

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