SCC Win Best Managed Service Desk 2017

Posted on Monday 16 October 2017.

The Naked Service Desk, Part II Defining Your Vision

Posted on Thursday 12 October 2017.

This is the second article in The Naked Service Desk Series. The original Naked Service Desk Blog explores the concept of stripping back the service desk to its basic components and identifies the top 10 elements which are key for providing brilliant service. Part II of The Naked Service Desk is about defining the strategic purpose

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The Naked Service Desk

Posted on Wednesday 20 September 2017.

This blog is part 1 of the Naked Service Desk Series. By Matt Greening, Head of Service Transformation at SDI Stripping off for a Calendar Girls style photo shoot is a great way to raise money for charity, but that’s not what this blog is about. This is about stripping back the service desk to

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How to Build an Effective IT Service Desk

Posted on Thursday 14 September 2017.

Written by Alan Conduct, Head of Support Services at UKN Group   Building an effective IT service desk is not easy. With technology evolving so quickly, with companies reliant on a complex mix of hardware, software, cloud-solutions, broadband, telephony and legacy systems, you need an IT help desk that can provide support and proactively grow the business.

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What are the Next Generation of Service Desks?

Posted on Monday 4 September 2017.

Written by Mark Watson, Chief Operating Officer at UKN Group Consumers – me and you – the ‘user’ want IT support services like a service desk that are intuitive, easy to use, more about self-serve than sitting and waiting for a solution. Known as the Next Generation of Service Desk (NGSD), emerging behaviours are encouraging

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The Three Elephants in the “AI for IT support” Living Room

Posted on Thursday 31 August 2017.

by Stephen Mann   Some people might feel uncomfortable about artificial intelligence (AI). They might have grown up watching the Terminator movies and have yet to get past Skynet and the attempted extermination of humanity by machines. Or they might just worry that the technology will adversely affect something that’s currently inherently “human” – either

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Service Desk in the age of SIAM

Posted on Wednesday 30 August 2017.

by Rakesh Kumar  With the advent of new age technologies, the convergence of a business user with an end user is evident. The services they use now are more packaged and modular compared to some time ago. While the providers of the services have become more sprawling, the Service Desk remains at the centre for

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