The Great Recruitment Challenge

Posted on Thursday 31 January 2019.

Did you know your analysts could be secret sales people?

Posted on Wednesday 16 January 2019.

by Jamie Bell, Service Desk Specialist, SDI   The aim of this blog is to provide some insight into how a Service Desk Analyst may be able to add extra value to an organisation by utilising the knowledge, relationships, and experiences they have established. My background includes over a decade within Managed Service Providers, so



What’s the next support channel?

Posted on Thursday 10 January 2019.

by Scarlett Bayes, Industry Analyst, SDI   SDI recently sent out a census survey, in which we asked our community of service desk professionals what we should focus our content on for 2019. One respondent suggested we theorise what the next support channel will be. This isn’t an easy thing to predict, as there are



Are you a people focused organisation?

Posted on Tuesday 18 December 2018.

Are you a people focused organisation? by Jamie Bell, Service Desk Specialist, SDI   “We are a customer focused organisation”  “Our customers are what make our business great”  “We work with some very exciting and innovative clients”  At some point during a working year, no doubt you’ve heard these types of phrases uttered by a senior



Shared Services: An Overview 

Posted on Tuesday 20 November 2018.

by Scarlett Bayes, Industry Analyst, SDI If ‘Shared Services’ is something you’re hearing mentioned more and more but you’re not totally sure what it’s all about, this quick overview is for you. Shared Services: What is it? Shared Service Management is the over arching term for the practice of merging or sharing elements of back office functions (i.e. IT, HR,



Top BYOD risks, and how you can mitigate against them

Posted on Tuesday 9 October 2018.

Bring your own device (BYOD) is a relatively recent trend (c. 2009) in behaviour where employees use their own mobiles, iPads, and laptops at work, for work. Often it’s because the technology they own is more advanced than the hardware your average IT department would deploy. Many IT departments struggle to keep right up to



Business Goals are the Start not the End, by Ryan Ogilvie

Posted on Thursday 27 September 2018.

One challenge always seems to exist for IT Support teams as they look to improve service delivery: How to make lasting improvements that add value. The reason that this becomes a challenge in the first place stems from the fact that many support organizations look at support from the internal perspective only. While doing this



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