ITProPortal: The IT Service Desk is in Desperate Need of Modernization
Feb 16, 2022
Traditional IT service desk solutions will no longer cut it. Organizations need a modern approach to solve today's modern problems. Phone service-only desks coupled with time-delayed ticketing escalations are ineffective and inconvenient compared to the scope of digital transformation in employee tools, workflows, and processes.
Joseph Esdale, CTG Solution Architect shares the benefits of implementing the modern service desk solutions to support successful digital transformation projects throughout your organization. With a modern, AI-powered, omni-channel approach to support, your organization will be better able to help staff and customers find the most value from the newly digital environment.
Read the full article here published in ITProPortal.
Joseph Esdale, MBA, ITIL® Expert
Joseph Esdale has more than 20 years of experience in IT Services for healthcare. He has an MBA, and is ITIL® Expert certified. Joe has practical Help Desk experience at all levels of service, starting his IT career as a Level 1 agent, and moving into the roles of supervisor, manager, and director for Help Desk operations. He has also managed Help Desk technology teams, and developed and deployed ITSM ticketing systems for myriad organizations.