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Help Desk, Customer Service, Cloud & Security Insights, with a Side of Altruism!

The Giva Challenge: Giva Customers are Talking! San Jacinto Community College

San Jacinto Community College

One generally presumes businesses and corporations when they think of IT department support. However, IT support for colleges and universities in the U.S. is growing exponentially in light of the technological revolution.

One such example is San Jacinto Community College (SJC). Based in Pasadena, Texas, SJC serves approximately 30,000 credit students and 2,500 faculty and staff. The IT department has 115 employees supporting three campuses, a District office and several extension centers.

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The Plus Side to Customer Escalations

Customer Service Feedback Escalations

Dreading that email from your customer service team that tells you a customer has escalated a complaint? You shouldn't be. Giva's recent TMCnet article "Customer Escalations: Why You Should Reward Customers Who Complain" explains how an escalation can be a good thing.

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The Higher Education Help Desk and Its Expectations

University/College IT Help Desk Support

When students are considering potential universities, they are increasingly weighing and comparing each university's technology offerings. More so than ever, it is critically important for IT help desks to fully understand all the constituencies the university handles. For "traditional" and "nontraditional" students, the university IT help desk is essential and incredibly helpful when network or software issues arise. Also, faculty and academic researchers expect an IT help desk to be intelligent and capable.

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5 Benefits of Workforce Diversity

Workforce Diversity

Workforce diversity entails that people from a mixture of cultures, ages, backgrounds, and races are working together. In recent studies, workforce diversity has been found to be valuable for public organizations and private firms. According to the IOSR Journal of Business and Management, these five factors are common benefits of workforce diversity:

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Service Catalogs as a Solution

Service Catalog

A service catalog is an electronic list of products and services made available to all divisions within a company as well as the company's clients. John Sundberg, author of the article "Technology of Business Alignment: Leveraging Service Catalogs Throughout Enterprise," makes the analogy that a service catalog is similar to a company's personalized Amazon.com, since it is a web-based interface that allows employees to "shop" for and request services. Once the "order" is placed, the service requested is monitored in real-time until the service is complete.

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Designing Help Desk Metrics: Balancing Handle Time & Call Resolution

Help Desk Metrics

Today, service desks are facing increased demand due to more end-user usage of complex software. Improving the performance of help desks requires solving problems quickly and efficiently.

However, many firms question what they should prioritize when changing their help desks. Should the firm prioritize cost cutting or customer satisfaction? Between changing handle time and abandonment rates, which decision will prove to be more valuable? At first glance, it might seem impossible to find a solution that solves multiple issues instead of merely changing priorities.

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Top 5 Issues Facing Hospital CIOs Today

Technology Challenges for Healthcare/Hospital CIOs

Technology, such as cloud computing, is becoming increasingly attractive in the healthcare management industry. Hospital CIOs, however, now face the difficult task of optimizing new technology while still maintaining the healthcare industry's ethical standards. Here are the top five challenges faced by Hospital CIOs in implementing new technology:

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Knowledge Management: Saving Time and Help Desk Resources

Knowledge Management Saves Time & Money

Most of us can relate to a time when we couldn't find the information we needed in a timely manner. Perhaps it related to fixing a broken printer, or more seriously, answering a client's question that could make or break a deal. Either way, valuable time and resources are spent trying to resolve work-related issues. Resolving these issues is usually the charge of the help desk personnel, but when every issue is directed their way, the burden on these employees may become quite overwhelming.

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The Rise of IT Asset Management

Asset Management Software Systems

At first glance, "inventory" might appear to be yet another item on a company's balance sheet. However, as most businesses know, the importance of tracking inventory cannot be understated. In an economy that constantly demands efficiency, it is becoming increasingly common for businesses to adopt Information Technology Asset Management (ITAM). Although managing the life cycles of inventory can be incredibly complicated, ITAM offers clients real-time monitoring of all assets, which enables businesses to significantly lower the risk of asset loss.

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4 Characteristics of Successful IT Help Desks in Higher Education

University/College IT Help Desk Support

Colleges present different challenges for IT help desks than businesses. For starters, they have different customers and different hours. Students are extremely tech savvy, much more so than the average working adult, and possess high expectations not only for the technology available to them, but also for support.

In addition, students often use their own technology and work away from a physical campus. Unlike in a traditional business setting, in which employees mainly work on the company's devices, IT help desks must contend with compatibility issues more often.

Given these distinctions, it is not particularly surprising that a successful help desk for an institution of higher learning is fundamentally different from that of a business.

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