Setting up and Launching a Remote Office

In the early days of my career I was responsible for setting up an operation in…

WHAT IS A HELPDESK?

OK, to start with it’s not a desk that helps people! A help desk is a…

Technical Support and Tiered Support Levels

In Customer Service and Technical Support it is all about getting that client issue to the…

Managing Technical Teams

Managing technical staff is becoming more of a challenge daily.  Even more so, when your staff…

What is a Helpdesk?

OK, to start with it’s not a desk that helps people! A help desk is a…

Communication and Customer Service

An extremely funny story that demonstrates the importance of listening to your customers. This is some…

Internal & External SLA’s

A very important point to remember at all times is that you need to have a…