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10 things your service desk should not be doing

It’s fair to say that the typical IT service desk has a lot to cover. After all, from sales through to accounts, virtually all companies rely on technology to carry out even the most basic of tasks. IT infrastructure can get pretty complex, too, with staff accessing company networks from multiple locations and companies deploying an ever growing stack of applications, both locally and via the cloud.

Against this backdrop, some things are a fact of life. Systems will freeze. Software will start behaving in a way it isn’t supposed to. Your people will be bamboozled by unfamiliar pop-up messages.

How do you respond to and resolve these issues? This is the true measure of end-user IT support. The end goal is to ensure that your business processes keep flowing, no matter what happens.

So, here’s the next question: How can you tell if an IT Service Desk is fit for purpose? To help you with this, Ben Whitehead, Head of Project and Support Services, lists the 10 things that should not be happening. If they are, then perhaps it’s time to consider whether your current IT support setup is due an overhaul…

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