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    An Inside Look at Marco's Help Desk Support

    By: Trevor Akervik
    June 26, 2019

    The moment you need support, support desk services become very important. We all know downtime is expensive, and frustrated employees come at a cost. But a great help desk can do more than just answer calls; they’re also committed to monitoring your network and resolving issues a…

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    You Might Need Managed IT Services If… (Thanks Jeff Foxworthy)

    By: Steve Knutson
    January 15, 2019

    A friend recently asked, “What are key ways you know you need Managed IT Services?” Instantly, a rendition of the Jeff Foxworthy redneck one liners started running through my head. They were not insults, but rather statements that reflected how far we’ve come.  I’m not a stand-up…

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    Signs an Outsourced IT Provider Has Great Service Desk Support

    By: Dustin Bonn
    December 1, 2017

    Before we get started, I want to make sure it's clear that service desk support and help desk support are not the same. The service desk is where all of the strategic, organization-wide processes are managed, and the help desk is where all of the day-to-day, end-user needs are br…

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    New Technology Helps Reduce IT Waste and Improve Client Care

    By: Steve Knutson
    July 21, 2016

    Most managed IT service client care teams focus on response time and time to resolve a ticket. They want to help solve the problem as fast as possible. At Marco, we’ve spent a great deal of time developing practices and measuring our performance around both response rates and tic…

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    Here's How Mitel Phone Systems Can Help Improve Customer Service

    By: Chris Kadoun
    June 22, 2015

    Picture it. Joan, a brand new customer, sends an email to a general email address at an electronics company with an important question about a product she’s just purchased. The email sits in limbo, in an infrequently checked folder – for days. She finally makes a frustrated phone…

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