Charlie Braithwaite

Tech Journalist and Copywriter
www.braithwaiteventuresltd.com/

Charlie is a copywriter who spends his days examining – and writing about – how tech is transforming the world around us. He started contributing to the TOPdesk blog in 2019. In the rare moments when Charlie’s not mulling over topics like the intricate distinctions between ITSM and ITIL, he can usually be found planning his next meal.

How to manage panic at your service desk

What causes panic at your service desk? We share 4 scenarios that send your service desk’s panic levels through the roof – and look at possible solutions.

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How to maintain security when employees work remotely

Struggling to balance security and employee experience? Check out our comprehensive guide on how to maintain security when employees work remotely.

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How to say no: 4 steps for handling service requests

One of the hardest things for service desk staff is saying no to requests. But it’s necessary. How can you say no and still leave your customer satisfied?

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KCS: reduce IT call volume and service desk workload

How can you reduce the number of incoming calls and the average duration of the calls you do receive? Knowledge management is the answer.

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Halloween: 5 IT security nightmares to keep you up all night

It’s October again. It’s time for Halloween, so it’s the season to be scared. It’s probably not a coincidence that October is also Cyber Security Awareness Month, because if there’s one thing that keeps IT departments everywhere up at night, it’s security breaches. Here are five common cyber security fears

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