Webinar: Automated Ticket Documentation in Matrix42 – The Game-Changer for Service Desks

The help desk resolves issues in just a few minutes—but how much time is then wasted on manual ticket documentation? In this webinar, we’ll show you how F4SD reduces this effort. The solution automatically captures relevant information during the support call, documents the actions taken, and transfers all results directly to Matrix42. The result: less follow-up work, consistent documentation, and […]

IT Analytics – Benefits for the Service Desk

A close-up showing the hands and arms of three people. A woman is holding a sheet of paper labeled "Business Plan 2021" with statistical charts on it. A man has his fingers spread across another printout on the table, a pen between his fingers; next to it lies a tray, photographed at such an angle that the screen is visible only as a reflective, black surface. In the background, a third person can be seen leaning on the table with a hand and an elbow.

Dominik Gärtner, Head of Analytics at Consulting4IT, has over a decade of experience in the IT industry. Before joining Consulting4IT in 2021, he spent many years working in IT support. That’s why he knows what it’s like to deal with a never-ending flood of incidents day in and day out. On the challenges of everyday support work, reservations about new […]

Unloved Heroes – The Underestimated Role of IT Support

A man and a woman are in the foreground of a large, modern office space with high concrete ceilings and industrial lighting. The woman, wearing a white top, is leaning against a floor-to-ceiling glass pane and looking at the screen of a white laptop that the man next to her is holding open in his hands at chest height. He is also looking at the screen and saying something. In the background, very out of focus, a group of people, some sitting and some standing, are gathered around a group of tables and chairs next to a full bookshelf.

The Help Desk: It is often regarded as the most thankless job in the IT department. This is especially true when it comes to first-level support, which is on the front lines of IT troubleshooting. After all, employees in this department usually bear the brunt of frustration and stress and are often confronted with unfair prejudices. At the same time […]

AI in Help Desks: The Future of IT Support

A young man with dark, long hair tied back and a beard, sitting at a table in the foreground and smiling as he looks at an open laptop. In the background, other people at desks are barely visible, and a blurred office space can be seen.

The rapid development of artificial intelligence has already revolutionized many aspects of our lives and work. In IT support and helpdesk operations, AI also offers enormous potential for optimizing processes, increasing efficiency, and making day-to-day work easier for employees. But how can AI applications be used in the helpdesk, and what role do humans play in this increasingly automated […]

Resilience in the Service Desk – Strategies and Tips

A modern office setting with young people working at computers. Two women are leaning over a clipboard, two men are discussing something at a laptop, and three people are standing together in the background.

Trigger warning: The following description may cause your heart rate to rise—especially if you’re a service desk manager. If you don’t feel up to reading the following account of the daily madness in a fictional support department, we recommend checking out another interesting—though less thrilling—article from our blog, such as one on ITIL. Otherwise, you’ll just have to brace yourself. […]

How IT Support Delivers Across the Board

A view of an office where four people are sitting at desks, working or chatting and laughing, with a window facade in the background.

Whether you’re implementing a new service desk tool or optimizing your service desk in general, the key is to maintain the right focus. If you’ve assumed that this is all about metrics and strategic foresight, you’re not entirely wrong. But while strategic thinking is important, you shouldn’t forget that strategy is built on operations. […]