Introduction

If you are relatively new to running an IT operations team or a service desk, you are likely to come across the same things that every other person in a similar role has experienced. From wondering how to cope with the volume and types of calls to try to understand the changes that need to be made and how. This whitepaper helps you break down complexities in your service desk!

What you'll get out of this whitepaper

This whitepaper will provide you with information about:

  • High call volumes following a change

  • Repetitive calls received for the same issue
  • Ensuring resolution within SLA
  • Breaking information silos within teams


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