IT & Audiovisual Resources

We spoke with our teammate, Cameron, about a recent service desk experience he provided to an end-user. At Mechdyne, we aim to provide this level of service with each interaction.

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One of Mechdyne IT Services' Team Leads describes the typical Service Desk Quality Assurance process and how our team constantly strives to get better with each call.

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Want to get more value from your service desk? Would freeing up Level 2 and 3 resources enable you to get more done in other critical areas? Shifting Left may help you do just that. With the right training and access, service desk teams can take on tasks normally reserved for higher skillsets and enable those teams to focus on other strategic and critical projects.

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"Shifting Left" drives value and reduces support costs. Account administration is one area that can be shifted. See how our team can alleviate pressure on internal teams by taking over these types of tasks.

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How does caring for your team enable better user support? We spoke with one of our Service Desk Team Leads, Alex, about how he supports his team and what that means for our clients and their users.

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Net Promoter Scores measure the satisfaction users have with a service. While used by many to measure their service, few hit a score above 60-70. One of our service desk teams hit 99 multiple times over the last year. We spoke with Team Lead, Adam, to see how they did it.

User satisfaction is a major component of Mechdyne's service desk. Our user-focused approach means we work with users to fix issues and provide a positive experience in the process.

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In the latest video from our IT Services Team, we discuss how we scaled to meet the needs of a fast-moving client project - migrating 50,000 end-users from Microsoft Office to Google Workspace.

Hector also shares three key aspects that led to the success of the project.

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In our latest teammate video, we spoke with Bryce, one of our Marketing Specialists. We discuss client trends over the last year and where we see priorities and clients heading.

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In this video, we talk with our teammate, Sam, about what user support trends he and the other service desk agents are seeing.

For more information on our IT Service Desk, please visit - https://www.mechdyne.com/it-services/services/it-service-desk/

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