How to build the perfect services desk

With the first port of call for customers with a problem being an MSP's service desk, it is vital that the desk is managed to a level that won't negatively impact your relationship with your customer or indeed, your customer's business. Striking a fine balance between following standards and protocols and providing an individual customer experience is often not successfully managed. "I think it's a combination of having standard practices that are proven, as well as flexibility," said J...