It’s easy to understand why the FTF rate is the Service Desk metric that gets the most attention. When measured correctly, it is the figure that identifies when your end-users get a resolution at the time of asking for it. Therefore, it is closely related to user satisfaction. Working...
Joiners and leavers processes are critical to information security, hardware asset management and relationship building between your Support Team and IT users. All too often, the responsibility for maintaining a smooth process is unclear. Leaving both users and the support team frustrated, costing your organisation excess money and exposing...
Are you buried under a mound of aged tickets? The daily demand to keep your technology running smoothly can mean you miss the wood for the trees. As a manager of a high volume Service Desk, it is easy to overlook or even turn a blind eye to ageing...
Ever since it started in 1989, the family-run British manufacturer of water heating products, Telford, has always taken pride in delivering the highest standards of quality throughout its business; from the materials it uses and the assembly of its cylinders to the levels of service provided by its team...
All organisations are adapting to a sudden shift in the way we work. However, it’s now clear that many of the changes put in place as a response to the COVID-19 pandemic may be here to stay. Corporate culture and communication continue to evolve as employees and organisations experience...
All organisations are adapting to a sudden shift in the way we work. However, it’s now clear that many of the changes put in place as a response to the COVID-19 pandemic may be here to stay. Corporate culture and communication continue to evolve as employees and organisations experience...
I hope you are all well and staying healthy. Across the Acora group we continue to support our clients remotely and the operational delivery teams are as strong as ever. Following the recent update from the Government which set out some easing of the “Lockdown” and potential to...
On April 21st, Microsoft renamed a few Office 365 subscriptions and moved some of the packages to sit underneath the Microsoft 365 brand. They also introduced a new brand name for 365 Business and 365 Pro Plus; the new name will be Microsoft 365 Apps. Microsoft 365 is a bundle package that includes Office 365, Windows 10, and Enterprise...
Happiness. It’s such an abstract quality. Ask just about anyone whether they are happy about this, about that or about the other, and their response is likely to be shaded. They are not unhappy. They are quite happy. They are mainly happy. Usually happy. Relatively happy. You won’t generally have to ask too many people before someone inclined to...
