IT service desk managers must improve their IT service desk efficiency by understanding the variables that affect staffing levels in order to determine the right ratio to use.
The whole business depends on the customer service, and if you are at the help desk you are holding an important position to help the customer in best possible way. While service desk looks into the management of the overall process, help desk is a part of the end process and focuses on end user needs. Shared inbox feature of the IT help desk software helps managers, system administrators, and agents see who is working on what.
The customer knows what service to expect the provider knows what requirements to meet. Desk research is basically involved in collecting data from existing resources hence it is often considered a low cost technique as compared to field research, as the main cost is involved in executives time, telephone charges and directories. Given the globalization and the wide scope it provides, it is very possible that you have more than one foreign customer requesting for your services before or after business hours.
Automation will help to lower the workload of the service desk and drive cost savings through reducing the need for human intervention. Incident management process helps to restore the IT service to users as quickly as possible. Documenting feature needs and requirements is the most important step in the process of purchasing a new call tracking system or any new software or cloud service.
IT service management (ITSM) is the process of aligning enterprise IT services with business and a primary focus on the delivery of best services to end user. The service desk must be a consolidated entity, you cannot run a successful service desk where there are multiple small units scattered around your corporate footprint. A service desk analyst is a professional who provides technical assistance to customers and employees.
Most importantly, the information necessary to request a service needs to be clearly defined with easy to understand instructions. So evaluating and responding to potential threats is a popular service for a lot of IT businesses. Providing consistent support throughout is your primary goal, but if you stop there, you may miss out on an opportunity to improve your level of service.
Typically, IT SLAs establish a clear understanding of service parameters by defining the services extended, the quality standards that must be adhered to, and the timelines within. An objective measure of performance you can use to help your IT help desk teams maintain high standards. In many organizations, a help desk is simply one person with a phone number and a more or less organized idea of how to handle the problems that come in.
It should also provide a central point of contact for all incoming issues, handle information requests, and keep track of the level of service you are providing for customers. A service level objective is a criteria that is used to evaluate the performance of a business or technology service. ITIL defines service management as a set of specialized organizational capabilities for providing value to customers in the form of services.
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: