Top 5 Statistics Mistakes

by Jonathan Munn, Zendesk   For corporate IT organisations, 2017 is so, so different to 2007. In fact, one could argue that, especially in IT support terms, 2017 is also very different to only two years ago. So much has changed in IT support – self-service has continued its march to ubiquity, chat has become

At a recent SDI event the service desk manager from Affinity Water, Lena Gaston, presented on ‘Service Improvement – From Chaos to Affinity and Beyond’. During her presentation Lena spoke about how, as part of her service improvement plan and with the support of the CIO, they had switched off email as a communication channel to

In this recorded webinar presentation Andrew Shepherd, Service Desk Team Lead at Domestic and General, shows us how their service desk has been turned from a reactive team to a proactive, innovative team. Andrew takes us through his approach to transforming the service desk and describes how the team learnt more about the other teams