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Service Desk

Service Desk Success: The Essential Role Taking Help Desks to the Next Level

Arraya Insights| June 29, 2021

The days of supporting cube-based workers who use only company-owned laptops are a distant memory. For most organizations, the reliance on technology has increased heavily in recent years, a trend that went into warp speed in 2020 as a result of the COVID-19 pandemic. As that reliance increased, so too did the pressure on the […]

5 Common Outsourced Help Desk Complaints (and How Arraya Solves Them)

Arraya Insights| May 4, 2021

Working with a managed Help Desk partner is a great way to relieve some of the burden on internal technology resources, allowing a greater commitment to higher value deliverables. Or at least that’s true in theory. In practice, outsourcing Help Desk duties can present its own set of challenges. If left unaddressed, these obstacles can […]

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5 Takeaways from Arraya's 2017 Service Desk Strategy Report

Arraya Insights| August 8, 2017

Earlier this summer, Arraya Solutions held our 3rd Annual Tech Summit. The motivation behind this event, as it is every year, is to introduce attendees to the latest IT solutions as well as strategies they can use to get more from their preexisting environments. While this year’s Tech Summit has come and gone, the learning […]

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5 Costly (Yet Easy-to-Miss) Help Desk Mistakes

Arraya Insights| May 2, 2016

Everyone makes mistakes – even Help Desk staffers, aka the folks who businesses rely on to clean up after others, aren’t immune. In many cases, there’s just a little bit more on the line when the Help Desk drops the ball. After all, how many employees can no longer imagine doing their jobs without the […]

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Solving 3 Painfully Common After-Hours IT Support Complications

Arraya Insights| April 20, 2016

Imagine a world where IT issues stuck to a 9-5 schedule. How about we make that 9:30 to give IT pros a chance to have that first cup of coffee and ease into the day? Sounds great, but we all know that issues can crop up anywhere, at any time. Providing around-the-clock technical support sounds […]

Managed Help Desk or New Hire: Which is the Right Fit for You?

Arraya Insights| April 13, 2016

Help Desks are feeling the pressure. Business’ technological needs are expanding at a dizzying rate. Employees are seeking greater and greater flexibility, both in terms of where they can work from and the devices they can use to do their jobs. In many cases, supporting these transitions has stretched traditional Help Desk environments to the […]

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5 Traits Help Desks Need to Thrive in Today's Business World

Arraya Insights| February 22, 2016

It’s 9:30 Tuesday morning. Do you know where your end users are? The answer to that question used to be pretty straightforward. On a typical day, most IT pros could guess end users were at their desks or in a meeting. In recent years, thanks to the skyrocketing popularity of and interest in telecommuting, answering […]

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4 Obstacles Keeping You from the Help Desk Talent You Need

Arraya Insights| February 10, 2016

Here’s some good news: 46% of companies expect their IT budgets to increase in 2016 – opening the door for new solutions, new tools, and likely, some new challenges for the Help Desk. It’s a positive when IT has the resources to make potentially long-awaited upgrades. However, changes often mean more work for the Help […]

Consolidate Your Applications and Introduce Automation with Event Management & Orchestration from ServiceNow

Arraya Insights| November 23, 2015

It takes a village to support IT as it helps drive organizational success – a village of applications. IT relies on apps to support daily operations, reduce management overhead and improve quality of service for end-users. The right tools can strengthen IT’s ability to deliver services reliably and efficiently.  Not all tools are created equal, […]

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What You Need to Know About Self-Service Password Resets

Arraya Insights| September 17, 2015

How many of the calls to your help desk typically involve end user password resets? 20%? 40%? More? If you took a poll of your Help Desk, the answer would probably be a short and sweet, “Too many.” In our experience, password resets consume a huge chunk of the Help Desk’s time each day. Time […]