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Identity and Access Management process

August 16, 2021 Wayne 0

The identity and access management process governs user identities and user access to resources within an organization. A Help Desk plays a big role in the identity and access management process. Help Desk agent’s job duties include managing user identities, resetting passwords, and provisioning access to resources. Identity and Access Management process Question 1 – Do you have a formally approved identity and access management process? A mature Help Desk will have a formal identity […]

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Help Desk Training and Development Program: Are They Worth It?

August 7, 2021 Wayne 1

Help Desk managers know that company success is a result of knowledgeable and engaged workers. To develop and keep top talent productive, you need a comprehensive Help Desk training and development program. Help Desk Training and Development Program Question 1 – Do you have a Help Desk training and development program? Investing into a help desk training and development program can save money while improving the customer experience. Help desk agents also benefit through improvement […]

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Help Desk Reporting Metrics: The top 10 questions

August 5, 2021 Wayne 0

There are specific industry-standard Help Desk reporting metrics based on commonly accepted key performance indicators (KPI). These Help Desk reporting metrics are used to understand how the agent and the team are performing against a baseline. The baseline is a snapshot of current performance and similar industry Help Desks. This means a manager of Help Desk agents can review performance with quantifiable data and make decisions. Help Desk Reporting Metrics Process Question 1 – Do […]