Setting up an effective IT Service Desk isn’t simple. Today, innovation is advancing so rapidly. Many of the organizations are dependent on a mind-boggling blend of equipment, programming, cloud-arrangements, broadband, communication, and inheritance frameworks. So, for efficient management of all these, you need an IT Service Desk that can offer help and proactively develop the business.
A viable Service Desk can accomplish way more than fix your email when it goes down. It should be able to convey extraordinary assistance – both steady and proactive. For this, your service desk experts need a scope of aptitudes and answers for working smoothly. Keep in mind, without IT Service Desk support; a business can’t work.
Frameworks and equipment decide the Service Desk abilities you need. It is a fact that it is hard to plot the particular aptitudes your group needs, at least to some extent. But, you should realize that a successful IT Service Desk requires, in any event, at least one individual with the correct abilities/experience.
Let us have a look at the most commonly used systems for setting up an IT Service Desk:
Service Request Management SolutionCustomers may not prefer to make a call every time they have an issue. A request management system that facilitates initiating requests via email, as well as an online customer portal, is very much required. It additionally makes it simpler to log and track issues. It helps to organize and prioritize the issue against everything the Service Help Desk is attempting to solve at the moment.
Live Chat and Social MediaSlack or any other messenger options or Live Chat or private social networks can be useful for solving an issue. These can help in resolving the problem quickly and efficiently with the documentation process running in the background. This can be very useful in the context or SLAs, especially if the problem is easy to solve. The customer also feels like they are getting better service. If the technical issues are resolved quickly, everyone can get back to work as soon as possible.
FAQ & Self-service center (Knowledgebase)Today, people are a lot more technical and digitally empowered. An online FAQ knowledgebase can help in reducing some workload of the IT Service Desk. While doing this, it also gives the team members the knowledge and tools which can be used to solve the issues on their own. Proactive Service Desks should provide these for staff or clients. This should be done to make them aware that they can do a lot of things without a support ticket.
Remote assistance solutionsThere are a few problems which need support tickets at any cost. Remote assistance is a very crucial part of the average Service Desk tool kit. Instead of asking a staff member to follow instructions, your service desk team can take over your Mac or PC and solve issues remotely. However, the security and authenticity of the software must be carefully checked and double verified.
Service Request Prioritization SystemEven if you have just one service desk member, a prioritization system is a must. This system helps to ensure that the requests can be organized according to the impact on the company & need for a resolution. These systems can be used efficiently to keep everyone on the same page and to manage the expectations.
Reporting and AnalyticsThe Service Desks and their customers need to know if the SLA standards are being met or not. A robust reporting and analytics system is the most effective way to track response and resolution times with continuous improvement.
Customer FeedbackFor the IT Service Desks, a tool to get feedback from the customers is crucial. From the viewpoint of a Service Desk Analyst, even the staff working for the same company is a customer. They should be treated just that way. Along with an efficient reporting system, feedback is also essential. It is the most effective way to keep track of the performance and implement frequent improvements.
Setting up a Service Desk is not at all cheap. Companies should use layers upon layers of systems to track and monitor inbound contacts. The staff should also have the right skills. You should also make sure that the company isn’t using too many legacy systems. These might slow them down and thus reduce efficiencies.
The best solution for this is to choose the right service desk management system for your business. With this, you will get all the support that you require without the stress.
Help Desk Technology has been in the industry for a very long time. Our ServicePRO product provides an efficient and easy to use solution for implementing your Service Desk.