Category: Help Desk

Help Desk

How AI is changing the Help-Desk function!

By Ryan Danvers

Service desk chatbots and automated request routing are just the beginning. Artificial intelligence (AI) and machine learning (ML) are turning up in the IT support function. In fact, experts see AI in various forms becoming a key component of the help desk in the years to come. Benefits of AI One of the biggest benefits…

4 Considerations Before Buying A Help Desk

By Ryan Danvers

There are many Help Desk systems available on the market. And yes, they all claim to be the best and most effective. So, what must you consider when you are ready to invest a large slice of your IT budget into a Help Desk solution? This article attempts to answer this important question. 1. A…

Why is a Service Desk important to Business?

By Ryan Danvers

This is the second article in the series highlighting the reasons why a business should consider investing in a Help Desk solution. In this article, I focus on the Service Desk, the bigger brother to the Help Desk.  Service Desk – Purpose The purpose of a Service Desk is to provide a Single Point of Contact between the organisation’s customers,…

5 Steps to help you choose the right Help Desk software

By Ryan Danvers

To choose the right help desk software for your company can be daunting. Every provider has its own page of checkmarks demonstrating how their product is at least three ticks better than anyone else’s. The right help desk will help your team consistently create the quality of customer service you want to provide.  “Making an…

What are the 5 Core modules found in a Service Desk?

By Ryan Danvers

The IT Infrastructure Library has established a set of best practices and an operational framework to assist organisations in providing efficient and reliable IT service management processes. Key components of an ITIL-based IT Service Desk include: Incident Management Incidents are the issues that business users face daily when applications and services do not work the…