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18September

How to Improve Service Desk Performance, Step Two: Identifying and Resolving Bottlenecks

How to Improve Service Desk Performance, Step Two: Identifying and Resolving Bottlenecks

The next step to provide an excellent level of service desk performance has to be to forecast and circumvent the bottlenecks that will inevitably hit your customer service. One example of one of these could be the introduction of a new piece of software, such as an anti-virus update; you will need to be able to supply enough agents to counter the incursion of demand from customers about bugs and confusion with the new software interface.

11September

How to Improve Service Desk Performance, Step One: Ticketing

How to Improve Service Desk Performance, Step One: Ticketing

One of the challenges in delivering an excellent Customer service experience on the IT help desk is how to change the way the help desk works to handle the work loads and increase the level of proactive communications to their clients. IT field systems and software fail; we all expect these failures. However one of the biggest failures IT support has is keeping up clear and regular communications to their clients on the progress of the fault at hand.

10September

The Smart-wearable Coup

The Smart-wearable Coup

The impressive release of the Apple Watch on Tuesday has really typified the rise of investment in smart-wearables. As James McQuivey, an Analyst at Forrester has suggested, Apple has finally managed to bridge the gap between personal wearables and smart technology. This is suggestive of a more integrated future between our smart devices, allowing information to be exchanged freely.

27August

IT Security: An Eternal Struggle?

As criminal attacks on company records continue – 176 million were exposed in the first quarter of 2014, IT security should be increasing. So why isn’t it?

IT Security: An Eternal Struggle?

A report by Forrester Consulting in 2013 suggests that 86% of security leaders feel that their concern over their organisation’s ability to manage risk stems from staff-related issues.

Companies are increasingly finding it difficult to compete with criminal attacks because of staff shortages and a lack of experience. This report has revealed that 80% of security leaders believe that it is very difficult to find and hire technical security staff that fit all of their requirements. This would immediately suggest that the talent pool of IT security experts is increasingly inadequate to support the expanding market for IT security.


21August

Windows Server 2003 End of Support – Are you prepared?

Windows Server 2003 End of Support – Are you prepared?

With the end of support date of July 2015 rapidly approaching for Windows Server 2003 you may be thinking how is this going to impact my production servers, going forward Microsoft will not be providing any new patches or security updates for Windows Server 2003.

Written by Matthew Humphreys, Posted in Business Buzz

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