Sometimes people ask me for advice on how to improve their help desk operations and customer service, expecting me to say that they need to invest in a new IT service management (ITSM) tool. But for me, that’s not the case at all (and I bet my SysAid sales colleagues will kill me for saying […]
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‘I feel like a juggler multitasking in several different languages and time zones.’ A favourite quote from a Service Desk Manager I [...]
Continue Reading Posted by Joe the IT Guy | 2 Comments on What Makes a (Super) Service Desk Manager?
My native language is English, and this makes it very easy for me to access many different sources of information. I sometimes forget [...]
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Talk about a tricky question. Are you offering, or working on, a help desk or a service desk? And does it really matter? Looking at [...]
Continue Reading Posted by Joe the IT Guy | 2 Comments on Are You An IT Help Desk Or An IT Service Desk?
Life on the service desk can go at a million miles an hour and it’s easy to focus purely on firefighting the never-ending onslaught of [...]
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Hey! I’ve been mulling over the topics of service catalog and self-service, but I didn’t have my IT Guy hat on, I’ve been using my [...]
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So in case you hadn't worked it out yet, I'm Joe! Hello there. I'm a native New Yorker and I love everything connected to IT service management (ITSM). I'm a passionate blogger and Twitter addict, and I'm also the resident IT guy at SysAid Technologies.