Undercover Analyst

Posted on Thursday 3 August 2017.

We sent our Industry Analyst, Scarlett Bayes, on our ever popular Service Desk Analyst course to give her an insight to the role of a Service Desk Analyst and to allow her to research and create topics that are relevant and a true reflection of what the service desk requires. Not only did she receive

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How Secure Are Your IT Systems And Infrastructure?

Posted on Wednesday 2 August 2017.

 by Matt Thompson, Infrastructure Consultant at UKN Group Every day, businesses, government agencies, schools, charities, hospitals and thousands of other organisations are attacked through the Internet. Cyber criminals are relentless, often supported by criminal organisations, even foreign powers and countless automated bots probing for security weaknesses. From well-known consumer brands to small businesses and political

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My experience of turning off email to the service desk, Lena Gaston, Affinity Water

Posted on Wednesday 19 July 2017.

When I mentioned turning off email at an SDI event a couple of months ago, the look of sheer joy on some faces and shock on others was the catalyst for this blog.  I started with my current employer just over 12 months ago. The service desk was outsourced and the journey to build an internal

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Enterprise Service Management Part 2

Posted on Friday 14 July 2017.

By Scarlett Bayes, Industry Analyst, SDI In Part 1 of this blog we looked at what Enterprise Service Management (ESM) actually is, and how it can benefit a business. We previously discussed that ESM best practice and processes can be implemented throughout a business in order to improve efficiency, effectiveness, and self-service. There are many functions

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Keeping it local: What are the benefits of using a local IT service desk?

Posted on Thursday 13 July 2017.

by Alan Conduct, Head of Support Services at UKN Group   One significant advance for outsourcing providers and their customers has been digital transformation. Whether your company uses outsourcing for HR, accountancy, marketing or IT support, digitalisation has helped to make the outsourcing model more cost effective as well as delivering a better service too.

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3 Tips to Make IT Self-Service Work – Focusing On People Not Technology

Posted on Wednesday 5 July 2017.

by Ivor Macfarlane   End users, business colleagues, consumers, customers, or whatever else you wish to call them are increasingly demanding more from the IT services and support they receive from the corporate IT department. Their personal-life, consumer-world, experiences are upping their expectations of services, support, and customer services; with these expectations continually raised by

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