Melvin Jones

Helpdesk collaboration: Work on tickets to deliver optimal customer support Never underestimate the importance of collaboration Collaboration is important in many activities. A group of people are a lot more likely to develop an effective solution to a problem than an individual. A group generally represents a greater breadth of experience, a greater number of […]

A Simpler Experience : Helpdesk for ITSM / ITIL ITIL, or the IT Infrastructure Library, is a series of documents (a framework) used to aid in the implementation of a helpdesk optimally configured for IT Service Management (ITSM). These documents address: Service Strategy. Service Design. Service Operation. Service Transition. Continual Service Improvement. The ideal helpdesk

Everything about SaaS Helpdesk Solutions Software as a Service (SaaS) – what is it, why is it growing in popularity, and how can it support your helpdesk operations? It comes in several variations: DBaaS, IaaS, and PaaS. Together, these variations are known as “The Cloud” or “Cloud Computing”. Increasingly popular, SaaS helpdesk solutions have the

How to Manage On-Site Customer Support Teams When You Have to Be There Not every IT problem can be solved on the phone. Sometimes even desktop sharing isn’t enough. Sometimes the technician has to be on-site with the customer. When that happens, how do you manage your technician’s time, making sure the administrative end of