The 10 Commandments of the Help Desk
The best help desk professionals follow the 10 commandments created by Gustavo Gaidzinski. According to him, these are the basic premises for success in the industry. Get to know the …
Tip of the Day: Classification of support tickets
Your tickets can have a come from any angle, from a simple question to a complex problem. Your customers may ask about a particular product feature, or may have questions …
The 5 pillars of success in the Help Desk.
You should ask yourself, what is needed to have a fantastic technical support department, right? The best technical support departments emphasize the focus on the following factors to ensure user …
What is a ITIL service catalog?
The service catalog is a document that is the description of services previously discussed, agreed and offered to their users and customers. The model defines an ITIL Service Catalog – …
IT Helpdesk incident management spreadsheet
In many help desk and service desk environments, especially in small businesses, it’s common not to have any documentation regarding the technical procedures, solutions used to solve certain problems and …