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11December

ThinkApprentice: Harrow Councils guide to shaping a young employee featuring Transputec

ThinkApprentice: Harrow Councils guide to shaping a young employee featuring Transputec

Apprenticeships at Transputec are a valuable asset for a way of gaining interest into the IT industry as well as helping an employee develop their professional and personal competencies. Working closely with local training providers, information technology and solutions company, Transputec are committed to supporting apprentices across a range of business areas.

24September

How to Improve Service Desk Performance, Step Three: Increasing Team Cohesion

How to Improve Service Desk Performance, Step Three: Increasing Team Cohesion

We are all familiar with the challenge of trying to work on a tight budget. This is more difficult on the service desk where the customer must be treated with the same level of customer service regardless of the budget for the team. The key question for all IT managers must be: how to scale their customer support without expanding their service desk team?

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.

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