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Effective help desk services are critical during this time of increased remote work. Employees can no longer ask the person sitting next to them for help. Instead, they have to figure out a solution on their own or contact the help desk. Unfortunately they are often underwhelmed by the response that they get. Help desk are often understaffed and overworked, so they focus on closing tickets quickly rather than end user satisfaction. Often companies have their own help desks, but aren’t able to provide those teams with adequate training and support. This results in internal help desks that are often […]

Too often an IT company will take on more clients than they can reasonably handle.  They price managed services too low to be able to staff appropriately and find themselves unable to deliver on promises made to their clients and to their employees. In part 1 we examined what is going on behind the scenes of an understaffed managed IT company.  In this article we will examine what using an understaffed IT company looks like from the client’s perspective. You staff is frustrated When your team submits a service request they don’t get the response they need.  Perhaps it takes […]