The Future of Hybrid Workplace – Endpoint Threats and How to Prevent Them

If we look at the relationship between customer support teams and their end-users, the end-user experience relies on how a support team works, right? When today’s end-users try to solve an issue, they usually want two things… First, they want their questions answered. Secondly, they don’t want to wait on the convenience of the support

You’ve probably heard or read those stories about robots eliminating our jobs and taking control over our lives! You might even watch some movies about this! (Terminator, right?) Well, some people still feel uncomfortable about artificial intelligence (AI) and robotic process automation (RPA). However, these technologies are here to stay! They are already transforming the

We live in a hyper-changing world! Just think about it, we went from the work in the office, formal meetings and the traditional 9-5 working hours to more flexible and agile working, hybrid working, and empowered teams. It almost feels like we have fast-forwarded the world of work for a few years. With so many

One of the top challenges of managing a service support team isn’t just making sure you’re doing everything you’re supposed to be doing — but doing it correctly. Anyone working with any IT service management tool, ideally, is always looking for better ways to improve processes or meet or exceed service targets or SLAs. And

Meeting customer expectations has always been challenging, and when COVID-19 forced many employees to remain at home – this became even more demanding and daunting. Why? Well, for many organisations, the IT service desk was rarely physically able to operate remotely pre-pandemic. To continue providing outstanding IT services, most organisations were forced to adapt traditional

Change has become the 21-century most ubiquitous challenge. If we only look at the last 18 months, IT support services have needed to rapidly adapt to unexpected changes to ensure they continue to meet the needs of the business. This has not only meant accelerating digital strategies but also the need to ensure staff have