Home Roy Eldar
Former SysAid VP Support, with over 15 years’ experience in IT and large-scale production operations, Roy was responsible for the cloud infrastructure that powers SysAid and for our signature customer-centric support. Outside of work, Roy is an avid photographer, who also loves road cycling.
533 Views
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September 27th, 2016
Come the end of a busy week, does your IT service desk ever look a little bit like the set of a western movie? The atmosphere is dry and barren. Random objects are strewn across the office like 21st-century tumbleweed. With your team members staring blankly into the distance, eyes burned by the constant glare...
690 Views
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August 30th, 2016
I was thinking about incident management and categories and it came to me that really, every single day, we find ourselves being categorized and pushed into a specific pigeonhole. In fact, it happens so often and naturally that we’ve come to expect it: Like in the frequent surveys after online purchases when we’re asked to...
675 Views
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July 19th, 2016
Your IT service desk staff are hopefully warriors, battling incidents and tirelessly delivering against service requests on a daily basis to ensure the smooth running of the technology that supports and drives your organization forward. But sadly, due to the high intensity of the service desk role, people move on and need to be replaced....
529 Views
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June 7th, 2016
I was trying to get support from a supplier recently and, after considerable delay in reaching a service desk agent, I was upset to be able to hear the boredom in his voice. It was a routine call perhaps, but I was having a domestic crisis and needed something fixed that day. Why was this...
648 Views
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November 4th, 2015
We live in an age of measurements and analytics, where organizations like to calculate how well they are doing, and how well (or badly) their employees are performing. This applies to IT service management (ITSM) where metrics, business dashboards, key performance indicators, and similar terms are everyday ITSM speak. So…we have lots of numbers that...
690 Views
|
August 30th, 2016
I was thinking about incident management and categories and it came to me that really, every single day, we find ourselves being categorized and pushed into a specific pigeonhole. In fact, it happens so often and naturally that we’ve come to expect it: Like in the frequent surveys after online purchases when we’re asked to...
675 Views
|
July 19th, 2016
Your IT service desk staff are hopefully warriors, battling incidents and tirelessly delivering against service requests on a daily basis to ensure the smooth running of the technology that supports and drives your organization forward. But sadly, due to the high intensity of the service desk role, people move on and need to be replaced....
648 Views
|
November 4th, 2015
We live in an age of measurements and analytics, where organizations like to calculate how well they are doing, and how well (or badly) their employees are performing. This applies to IT service management (ITSM) where metrics, business dashboards, key performance indicators, and similar terms are everyday ITSM speak. So…we have lots of numbers that...
533 Views
|
September 27th, 2016
Come the end of a busy week, does your IT service desk ever look a little bit like the set of a western movie? The atmosphere is dry and barren. Random objects are strewn across the office like 21st-century tumbleweed. With your team members staring blankly into the distance, eyes burned by the constant glare...
529 Views
|
June 7th, 2016
I was trying to get support from a supplier recently and, after considerable delay in reaching a service desk agent, I was upset to be able to hear the boredom in his voice. It was a routine call perhaps, but I was having a domestic crisis and needed something fixed that day. Why was this...
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