Category Archives: Service Desk

IT Service Desk: Turning around a ‘helpless’ desk

In one of our earliest posts on service desks, I mentioned how an inherited service desk had delivered such poor service that it was referred to by users as the ‘Helpless Desk’ rather than the Help Desk. With that in mind, … Continue reading

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IT Service Desk: Building a Responsive and Effective Desk

This is the 4th in a series of posts on best practices in the IT Service Desk arena. To catch the previous material, you can check out the first post or you can read through the best practice reference pages … Continue reading

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IT Service Desk: Delivering an Outstanding Customer Interface

This is the 3rd in our series on IT service desk best practices. As we mentioned in our previous post, the Service Desk is the primary daily interface with IT customer. It is the front door into IT; however, the … Continue reading

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IT Service Desk: Structure and Key Elements

As we mentioned in our first service desk post, the service desk is the critical central point where you interact daily with your customers. To deliver outstanding IT capabilities and service, you need to ensure your service desk performs at … Continue reading

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IT Service Desk best practices

An important interface for your internal customers is through your IT service desk. Unfortunately, in many situations the service desk (or help desk) does not use up-to-date practices and can be a backwater of capability. This can result in a … Continue reading

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