In the SysAid eBook “Skills and Capabilities Required of a 2020 ITSM Professional,” various industry experts talk about the requirements for (not to mention availability of) suitably-skilled IT service desk agents based on the evolving role of IT support. They included the need for different personal skills and capabilities [...]
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Joe the IT Guy | 1 Comment on Does the ITSM Industry Have an IT Service Desk Staffing Issue?
There’s a growing industry trend for IT departments, and especially IT support groups, to look beyond traditional service level [...]
Continue Reading Posted by Joe the IT Guy | 1 Comment on HOW TO BETTER SATISFY END USERS WITH RESPECT-BASED SLAs
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.