In mature organizations, the help desk guarantees timely assistance and prompt resolution of issues by defining and publishing assured service levels, it gives the customer service representative or end user the ability to efficiently diagnose, troubleshoot and correct technical-support problems, rather than being a pass through. In addition, automated asset discovery with integrated CMDB for real-time impact on technology and services.
Innovative processes, quality focus and continual investment in your staff ensures you deliver industry leading service levels and metrics, also, the service desk acts as a single point of contact between the IT organization and the business for all incident reports, service requests, change notifications, and any other necessary communications.
While many of the same core principles of customer service apply, help desk and tech support often require a more specialized touch to master, services that enable the continued use of a system once it is released for distribution, uniquely, your mission is to inspire service desks and service desk professionals to be brilliant.
You aim to provide an excellent support service to all current and prospective employees, staff and visitors, find here all valuable information that will help you get the best from your tools and protect the users. In comparison to, being the immediate point of contact for customers, the help desk has become the indispensable face of most businesses.
Ideally, the help desk can resolve the problem and the customer will have to be satisfied, constant tracking and monitoring of the performance of your help desk is an absolute requirement for success and reaching higher levels of customer service.
Want to check how your Service Desk Processes are performing? You don’t know what you don’t know. Find out with our Service Desk Self Assessment Toolkit: