Help Desk

Getting a third party to run your helpdesk has some obvious advantages. As well as them taking on expensive upgrades, maintenance and new service investments, they should be more efficient at delivering services than an individual organisation, not least due to economies of scale.

These days users demand service via email and live chat and device-specific mobile apps. The cloud offers a single point of service delivery through a browser. Of course these advantages are no replacement for good help processes and are vulnerable to connection outages, but cloud service providers are stepping-up their game. Some offer a wider range of external tools than an in-house operation could generally achieve – you can automatically post to a discussion forum while raising a job ticket, for example. 

 Integration can be so good that users can log-on using their normal in-house credentials, which is no mean feat.

RAC chooses Getronics as cloud-based IT provider

Case Studies 23 Nov, 2015 Clare Hopping

Getronics will provide the motoring services provider with IaaS and DRaaS solutions on Microsoft's Azure services

Business analytics roadsign

Microsoft announces more intelligent cloud offerings

News 30 Sep, 2015 Clare Hopping

As an extension of Azure, it has announced additonal products in containerisation, security, infrastructure and the IoT

AstraZeneca rolls out IT self-service in the cloud with ServiceNow

News 6 Aug, 2014 Rene Millman

Pharma firm consolidates ITSM in the cloud

Carbonite email marketing error prompts data security fears

News 6 Aug, 2014 Caroline Donnelly

However, backup vendor has been quick to assure users their data is safe, despite receiving an email saying they had zero files in its cloud

Help key on keyboard

Diageo rolls out ServiceNow cloud IT service management

News 17 Jul, 2014 Rene Millman

Drinks giant looks to the cloud to help with its IT transformation

GoToAssist review

Reviews 1 May, 2014 David Cartwright

GoToAssist has long been the main tool for remote support. Does it have any downsides?

Salesforce1 Service Cloud adds mayday button to boost customer service

News 25 Apr, 2014 Rene Millman

Amazon Kindle-style SOS button debuts on mobile platform

UCAS and Telefonica clinch project wins at UK Cloud Awards

News 27 Feb, 2014 Maxwell Cooter

Two major projects scoop top awards while AWS wins best provider gong

The healthy state of the UK cloud industry

Opinion 14 Feb, 2014 Maxwell Cooter

The entries for the UK Cloud Awards reveal much good about our cloud market ... and some areas to improve

UK Cloud Awards - Shortlist of finalists announced

News 12 Feb, 2014 Cloud Pro Staff

It's been a long process but the judges have finally picked the finalists to do battle for the UK's first cloud awardss

UK Cloud Awards signs up first sponsor

News 29 Nov, 2013 Cloud Pro Staff

Ingram Micro is the first named sponsor for the UK Cloud Awards - which has also strengthened the judges' team

Best of cloud - UK cloud awards announced

News 21 Nov, 2013 Cloud Pro Staff

It's your chance to enter your favourite products and projects

Best business apps to download in 2013

Advice 10 Jun, 2013

We all download apps now. Every month, we're going to be publishing a list of the best business apps

Five reasons not to trust IT staff ... and five reasons why you should

Advice 12 Mar, 2013 Nick Booth

Should you trust the IT department? Do turkeys vote for Xmas? Here’s some cons and pros.

Hand stealing password

Twitter, Tumblr and Pinterest reportedly hit by Zendesk hack

News 22 Feb, 2013 Jane McCallion

Cloud-based customer support vendor suffers data breach

Breaking news: how the media have been quick to adopt cloud

Case Studies 6 Dec, 2012 Billy MacInnes

Media organisations have been quick to adopt cloud with several firms reaping the benefits of the technology

Future of cloud computing: looking at the bigger questions

Opinion 14 Nov, 2012 Maxwell Cooter

It could have been dull but the Dell Think Tank threw up some thought-provoking ideas on the future of cloud

Zendesk updates cloud-based customer service platform

News 13 Sep, 2012 James Stirling

Also gets $60 million in new funding.

RES Software launches Baseline Desktop Analyzer on Azure

News 29 Jun, 2012 Rene Millman

New service allows administrators insight into desktop usage from the cloud

Zendesk partners with Panorama9 on cloud help desk

News 6 Jun, 2012 James Stirling

Integration combines IT operations with cloud-based help desk