Technology is everywhere throughout your organization, which can create difficulties in tracking and communicating for service providers, a help desk was an add on to existing IT activities, whereas the service desk is part of a service-based IT service delivery and IT support ecosystem built around something called the service lifecycle. As a matter of fact, customers will appreciate when service is outstanding by being courteous, prompt, efficient, and accurate.
Single ownership by the help desk will ensure quicker response time for end-users with username or password problems, choosing the best help desk software is essential to ensuring that your IT organization solves every problem efficiently, from the simple ones to the most complex, it is specially focused on end user functionality. And also, thus, is responsible for quick resolution of immediate needs, incidents and technical issues of end users.
Management should track the percentage of incidents resolved on the first call. Along with the percentage of incidents moved onward to be resolved remotely by a second level of expertise, according to itil solution methodology, the service desk is an element of the overall service management structure that serves as a single point of contact between employees and it technicians. In addition, ultimately, help desk success is built on many things, including smart decisions about how to track and use your data.
People in guest services, therefore, need to be comfortable promoting products and services, spending time in the service desk, no matter if it is a permanent role or simply a couple of weeks or even days, is extremely relevant for all people working in the IT service provider, for all roles. Also, multiple layers and options of graphically presented service desk statistics are available at your fingertips.
Originally introduced to replace spreadsheets and assist help desk professionals in solving customer issues, akin systems are now the backbone of many help desk operations around the world, your service desk should fulfill the very important purpose of ensuring that the end-user can always reach the right contact when interacting with your organization, subsequently, knowledge, and the ability of the team to leverage it most fully, is a critical success factor for any service desk deployment.
Infrastructure and operations leaders should analyze a wide range of variables that will determine the appropriate ratios for organizations, you have hundreds of help desk installations world wide supporting hundreds of thousands of customers or employees, besides, the it help desk has often been under-appreciated – seen as a necessary function, and one offering little value beyond responding to basic user issues.
Since service providers are in the business of getting end users back in service quickly, many organizations start with a help desk to address customer needs, that the move from help desk to service desk should have been about more than the technology and ITSM processes, singularly, help desk support is one of the resources available to help correct technical problems encountered with computers.
But, innovative processes, quality focus and continual investment in your staff ensures you deliver industry leading service levels and metrics, for example, shift reports are a form of operations log that ensures a smooth handover between outgoing and incoming service desk shifts.
Want to check how your IT Service Desk Processes are performing? You don’t know what you don’t know. Find out with our IT Service Desk Self Assessment Toolkit: