An IT service desk serves as a single integrated focal point, supporting the increasingly diverse range of technologies and platforms, and also matching the level of personalization and speed that an evolving business demands.
It provides a single point of contact for customer inquiries, requests and problems related to a service. Only the KPIs and metrics that are critical to your IT help desk need to be measured to improve service delivery. In IT help desk environments, organizations have specific processes and specialists to handle issues. When a help desk is functioning properly, it is able to assist end-users with regard to technology usage, and also solve problems (either on the spot or through appropriate escalation).
A service desk, in the context of IT, is a type of service designed to support the provision of IT products and services. While many of the same core principles of customer service apply, help desk and tech support often require a more specialized touch to master. Constant tracking and monitoring of the performance of your help desk is an absolute requirement for success and reaching higher levels of customer service.
From your IT service desk, you can track, manage and report on all of your company’s IT activities, giving you full visibility into your infrastructure and processes to help support your operations. Gain consistency and control with ITIL-aligned, process-driven functionality and enhanced visibility that improves service delivery and IT support performance.
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. The service desk is the critical interface point where you interact daily with your customers. Service desk management solution that enables the employees to streamline the process while maintaining accuracy and cost-efficiency.
At the same time, you can provide a better support experience that maintains high first-contact resolution, user satisfaction and service levels. Concentration of the organizational activities under a single authority for incident resolution, reporting, infrastructure support and request management helps the businesses. Critical system outages that occur outside business hours may be escalated for after business hours resolution.
With the recent developments in the reporting capabilities of IT help desk software, hundreds of key performance indicators (KPIs) and metrics can be measured and monitored. Read about how enterprises are using new ITSM platforms to grow the service desk role and improve business processes across your enterprise.
Your service desk usually includes a set of help desk features, including a traditional ticketing service and the ability to log new service requests. IT help desk services provide a single point of contact that helps resolve technical issues for a business. The service desk is the starting point for many key processes and services for IT well-constructed, the service desk can handle much of the routine work of IT, enabling engineering and other teams to do higher value work.
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: