Real-World Service Desk Automation
Are you a tech working at a service desk, or managing the tech team? Ever find yourself getting bored; nothing to do? Nope, didn’t think so. The days of a quiet service desk are long gone! One of the reasons for this is clients’ ever-increasing dependence on technology. Most businesses expect their staff to work […]
Better Service through Smarter Rostering
The early part of my career included a solid stint in the QSR (Quick Service Restaurant) industry. Today, my company has more than 17 years of QSR support under its belt, and we presently manage over 16,000 devices. It’s fair to say, then, that we know the industry pretty well. So what does the QSR industry […]
PSA Software & the Service Delivery Manager
Anyone who’s worked for an MSP knows what a high-pressure environment really feels like. Sometimes the feeling is chaos, sometimes its just fast – but I doubt anyone would say its boring. However, without effective PSA software, it’s borderline impossible. That’s the thing about working at a busy service desk – no two tickets are the same, […]
ServiceTree – the Holy Grail of Helpdesk Automation
I remember the day, a few years ago, when I was thinking to myself, “There has to be a better way to manage tickets!” At that time we were using a ticketing system called CSR, which we’d developed for our own internal use. And the issue wasn’t that it was no good – after all we’d […]