All ResourcesMemberService DeskWhitepapers Service Desk Staffing Ratios: How Many Analysts do You Need? One of the most common questions I hear from IT support managers is “How many agents do I need in the service desk?” It’s a great question, but one that…Jeffrey RumburgApril 26, 2020
All ResourcesService Desk 7 Strategic Service Desk Best Practices When it comes to Service Desk Best Practices, the Service Desk is now being managed as a strategic asset within the enterprise. One that can reduce the overall cost of…Angela IrizarryJuly 2, 2014
All ResourcesMemberRecorded WebcastsService Desk Service Desk Best Practices | Full Video Recording Did you miss our Service Desk Best Practices webcast? The recording is now available to watch and share with your team! Join the thousands of regular attendees who use MetricNet’s…Angela IrizarryJanuary 15, 2014
All ResourcesMemberService Desk VIDEO: The Zen of Support | The Path to Strategic Enlightenment Did you miss our webcast? Well, you’re in luck! For the first time ever, you can watch the recorded version of ''The Zen of Support - The Path to Strategic…Angela IrizarryDecember 23, 2013
All ResourcesDesktop SupportMemberService Desk The Zen of Support | Presentation PDF Download the PDF The words “Customer Support” and “Customer Service” accurately describe the role of Service Desk and Desktop Support Professionals. Unfortunately, these words sometimes carry negative connotations, and do…Angela IrizarryDecember 10, 2013
All ResourcesDesktop SupportService Desk The Importance of Single Point of Contact (SPOC) for User Support The term SPOC refers to a Single Point of Contact support organization. This means that all IT issues, service requests, problems and incidents are first directed to the level 1…Angela IrizarryMay 11, 2012
All ResourcesService Desk Industry Megatrend: Service Desk Consolidation Service Desk consolidation is one of the key megatrends that MetricNet has identified in the support industry. Consolidation holds the promise of lower costs, and higher customer satisfaction for service…Angela IrizarryMay 10, 2012
