Long blog title, I know, but hopefully it got your attention. You might be thinking “IT service desk complaints and continual service improvement…I thought that continual service improvement is for improving the important stuff?” I’ll pretend that you didn’t think that about IT support and I’ll carry on like the trouper I [...]
Continue Reading Posted by 
Joe the IT Guy | 1 Comment on How to Crush Service Desk Complaints by Boosting Your Capabilities with Continual Service Improvement
Sometimes people ask me for advice on how to improve their help desk operations and customer service, expecting me to say that they [...]
Continue Reading Posted by Joe the IT Guy | Leave a comment
‘I feel like a juggler multitasking in several different languages and time zones.’ A favourite quote from a Service Desk Manager I [...]
Continue Reading Posted by Joe the IT Guy | 2 Comments on What Makes a (Super) Service Desk Manager?
My native language is English, and this makes it very easy for me to access many different sources of information. I sometimes forget [...]
Continue Reading Posted by Joe the IT Guy | Leave a comment
Talk about a tricky question. Are you offering, or working on, a help desk or a service desk? And does it really matter? Looking at [...]
Continue Reading Posted by Joe the IT Guy | 2 Comments on Are You An IT Help Desk Or An IT Service Desk?
Life on the service desk can go at a million miles an hour and it’s easy to focus purely on firefighting the never-ending onslaught of [...]
Continue Reading Posted by Joe the IT Guy | Leave a comment
Hey! I’ve been mulling over the topics of service catalog and self-service, but I didn’t have my IT Guy hat on, I’ve been using my [...]
Continue Reading Posted by Joe the IT Guy | Leave a comment
So in case you hadn't worked it out yet, I'm Joe! Hello there. I'm a native New Yorker and I love everything connected to IT service management (ITSM). I'm a passionate blogger and Twitter addict, and I'm also the resident IT guy at SysAid Technologies.