Is there anything that Watson can’t do? The supercomputer is now headed to the help desk. IBM’s new Workplace Support Service with Watson adds cognitive capabilities and analytics to help speed IT support time for businesses.
Help Desk Administration
Problems pop up in day to day operations, and the help desk is on the front lines of finding solutions. IT needs to oversee the management of corporate help desk activities and ensure a thorough knowledge of corporate and consumer equipment/software. The help desk can also be a source of tips and tricks to impart to other employees, and we have some of those as well.
By Ant Pruitt
Prioritization of IT incidents is always a challenge for the help desk—especially when an end user considers his or her problem to be much more pressing than it actually is. IT requests range in severity and priority, but sometimes support incidents must be escalated for the sake of the user and the company.
By Sarah K. White
Customers and end users are constantly in need of IT assistance, and it can be overwhelming for the help desk. A recent study analyzed nearly 730,000 help desk tickets and found that there were certain overlaps. Knowing the most common reasons for these requests can be helpful to lighten the overall workload.
By Stephanie Overby
Call center jobs have been a huge casualty of outsourcing, but recent research is showing that some of these roles are coming back onshore thanks to a shift in focus to customer experience and advances in technology. If your call center or help desk is currently outsourced, read on to see if a change in strategy might be in order.
by Sharon Florentine
It’s always great when users can help themselves without crossing that line into shadow IT. Your IT department can relieve some of its day-to-day pressures via a high-quality, self-service knowledge base search. If users can easily find the information they need, it’s one less thing for everyone to worry about.