Improving Your IT Helpdesk Performance

Running or working in an IT Helpdesk can be rewarding but at the same time challenging, for a variety of reasons. If you are part of, or responsible for an IT Helpdesk / Service Desk and using electronic submission for tickets (incidents and tasks), you may find  the following 10 points / suggestions useful. Of course there’s lots more to a successful IT Support operation, but these principals are a good place to start: 1)   Triage tickets quickly and appropriately. Aim to distribute tickets to support personnel ASAP and implement measures to prevent your support personnel side-stepping tricky tickets or “cherry picking”. If resources allow, it may be worth considering having a team who not only assign tickets to the correct IT groups but also assign tickets to support personnel within those groups. However, doing this needs you to … Continue reading

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Free Information Security e-learning Course

At ITomica we take IT security seriously and we’re keen to promote security awareness, particularly cyber security.   Over the last few weeks we’ve been looking into developing our own content / training in relation to IT security / cyber security awareness. However, the fact is that there is good information available out there for free.  So rather than re-invent the wheel, why not take a look at the UK Government’s freely available e-learning course that can be found here: There are 3 modules.  Most people would find that the first module, for general users, will be of sufficient depth and detail. If you’re a small / medium sized business that has never conducted any IT security awareness training for your employees then this free resource is a great place to start.

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IT Support for Pharma / Clinical Research Companies

If you’re in the Pharmaceutical / Clinical Research industry then you’ll know that you have some specific requirements when it comes to IT. FDA / MHRA regulations require that you can demonstrate your commitment to producing quality products or services. Some aspects of those regulations affect how you manage your IT systems and environment, which in turn affect your company as a whole.  Most businesses implement security and backup measures simply because that’s good practise. However, in regulated industries you are required to document, implement and demonstrate procedures in accordance with your company’s quality management system, which in turn is developed to drive and maintain your company compliance with regulatory requirements.  ITomica has over 20 years of experience in working within the Clinical Research industry and has developed suitable Standard Operating Procedures (SOPs) covering all areas of IT including all … Continue reading

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