Hi

Can you recall the last time your laptop froze before a crucial meeting or your software crashed while racing against a deadline?

Frustrating moments like these highlight the critical role of an efficient service desk in your organization.

But how do you know if your service desk solution is truly effective? How do you measure the value?🤔

Think about how much that outage cost you and how you would quantify that in dollars. The answer might shock you!

Optimizing service desk return on investment (ROI) is crucial and calculating it involves more than just crunching numbers.

In our latest article, "Optimizing Service Desk ROI: Strategies for Success," we dive into the importance of a high-performing service desk and how it can significantly impact your bottom line.

This comprehensive guide provides actionable insights to transform your service desk into a powerhouse of efficiency and value, driving both cost savings and improvements in employee satisfaction.

Here's a sneak peek:

• The Backbone of IT Operations: Learn why a seamless service desk is essential for minimizing downtime and boosting productivity.
• Measuring ROI: Discover the key metrics that matter, from First Call Resolution (FCR) to Customer Satisfaction (CSAT), and how they reflect the true value of your service desk.
• Strategic Optimization: Explore practical strategies like leveraging automation and AI, enhancing self-service capabilities, and investing in team training to maximize efficiency and user satisfaction.
• Beyond Numbers: Understand the immeasurable ROI, such as building relationships and acting as an early warning system, that keeps your organization running smoothly.

Don't miss out on this valuable resource! Read the full article here.

Resolve24 Conference

The feedback from the Resolve24 Conference continues to roll in. This particular comment from attendee Jaqi really stood out to us:

"The conference was packed with so much relevant and thought-provoking content - I got my full years value from my membership in just one day! Exceptional! Awesome work #HDAA and key note speakers! Thank you for your insights."

Thanks Jaqi! It really was a day packed full of value and we look forward to more member events.

Just a reminder that there are some photos from the event available to view on our website.

Upcoming courses

📅14th - 16th August

HDI® Support Center Manager (SCM) Instructor-led training

Support Center Manager training explores how the support centre’s strategy drives everything the support centre does: service delivery, infrastructure implementation, operational processes, workforce management, and support centre marketing.

This certification verifies that the support centre manager possesses the knowledge of best and common practices necessary to successfully manage the operational and tactical components of a support organization while strategically aligning with the needs of the business.

HDI® Certification exams included with this training (exam taken online at a time of your choice)

CHECK THE TRAINING CALENDAR

Too busy? Let us do the work for you!

At HDAA we are all about making your work life easier, so if you'd like to book a course, register for an event, find a Template, or just have a chat, then let us do it for you.

We are just a phone call away: 1300 130 447. Our favourite thing is talking to our Members, so make our day and call.

Remember, every email you read brings you one step closer to the weekend. Stay awesome!

The team at HDAA

W: https://hdaa.com.au

P: 1300 130 447

E: training@hdaa.com.au

HDI® is a Registered Trade Mark. HDAA is the Australasian Gold Partner of HDI®.