Lakeside Software: Optimizing the IT Service Desk
As a former university IT employee, I’ve interacted with a lot of users with problems (and emotions) of varying difficulties. Excited parents would set up their brand-new tablets only to forget the password minutes later. Confused professors hauled in their 15-year-old laptops wondering why they weren’t functioning as quickly as the ones displayed. Frustrated students strode in with network connectivity issues, leading me to their embarrassing internet histories and laptop screensavers.
I worked as a Tier 1 employee and often found myself referring these people up the levels of the IT service desk chain, sometimes feeling like I was only there to cause more frustration. As a student is crying, while a parent is yelling, one can’t help but think that there has to be a better way. However, if we want to optimize a process, we must first understand it.
What is the service desk process?
The IT service desk provides information and support to computer users. It involves a process that is broken down into three tiers:
Read the entire article here, Optimizing the IT Service Desk | Lakeside Software
via the fine folks at Lakeside Software.