Technology is no more limited to the Sci-Fi movies of the 80s or 90s. Just look around yourself, and you will find you are surrounded more by technology- your computer, smartphone, internet, etc., than actual human beings.
One great gift of technology has been Information technology- or IT as we normally call it. The fabric of modern businesses is connected by Information Technology and it dictates how companies operate and interact with their employees, customers, or partners.
Now, the merits of IT may seem quite promising at first, but does it always deliver?
Remember, the time when you had an issue with your laptop and you emailed your ‘IT guy’ only to get a response days later?
According to a survey by Robert Half Technology, American professionals waste 22 minutes each day, on average, dealing with IT-related issues.
To make your business rise above such challenges and offer the best IT support, all you need is an IT Service Desk. Read this blog to learn more.
What is IT Service Desk?
IT Service desk software has become one of the top catchphrases in the current IT business environment, and companies want it more than ever before.
But what really is the IT service desk?
Let’s understand it better with the help of an example.
So it’s Monday morning and you have an important meeting to attend. You try to transfer your presentation on a pen drive but you are unable to locate the local storage on your system. Goodness gracious! The central servers are down again.
A service desk can come into the picture here and help you register an issue and seek real-time assistance. You can also check whether this issue is being faced by the entire company, specific department or it’s just the case with you. Simple.
Service Desk VS Help Desk- Which One Do You Need?
Most individuals use the terms service desk and help desk interchangeably. But are they really the same or are they different? Let’s find out.
Help desk tools are concerned with day-to-day customer issues or requests that may or may not be technical in nature. For instance, a customer might drop an email inquiring about the features of a newly launched product. A help desk can successfully convert such hundreds of requests/issues into tickets and help your agents collaborate to resolve such issues faster.
What Are the Key Attributes of Help Desk Software
- Ticket tracking & management
- Agent collaboration
- Self-service options for users
- Automated ticket assignment
- Ticket prioritization, internal ticketing system, shared inboxes, etc.
So, Who Should Go for a Help Desk Software?
Small to medium-sized corporations can go for a help desk. In addition to being a cost-effective option, it lets your agents manage complete customer communications from a shared dashboard.
A service desk software, on the other hand, is used to manage issues that are technical in nature and revolve around your IT department. Such issues can be related to email configuration of newly joined employees or installing a new CRM for the sales team.
What Are the Key Attributes of a Service Desk:
- Incident management
- Serves as a single point of contact (SPOC)
- Improve IT operations and processes
Benefits of IT Service Desk
#1. Incident Management
The entire process of Incident Management is focused on returning the performance of your company’s service back to normal in the shortest amount of time.
With an IT service desk in place, your professionals can work together to spot problems even before they occur. They can identify the root cause of recurring incidents or issues and protect your business from external threats like viruses, prevent issues from taking a bigger shape, and completely eliminate repetitive issues.
#2. Acts as a Single Point of Communication (SPOC)
When it comes to communications related to IT, a service desk acts as a single point of contact between the business and an IT department. Now, you might think that a major proportion of these communications are related to service requests or managing incidents that have already occurred. However, there is more to a service desk in this regard.
There are certain situations, for instance, the installation of new servers in a company, that can lead to service outages and affect employee productivity. However, with an IT service desk software, all end users can be given advance notice so that they can stay prepared.
#3. Leads to Significant Cost Reductions
Imagine if there was no central system in place to track and resolve the day-to-day issues faced by your employees. That would simply result in wasted time, lower productivity, late deliverables, and in some cases, even bigger complications.
Without the service desk, all the additional time and money spent to solve such simple issues can actually add to your operating costs. A single software downtime of just a couple of hours can potentially cost your business thousands of dollars and let’s not forget- a bad reputation. However, with a service desk in place, you can seamlessly manage technical issues and in most cases predict them, such that your business operations never come to a halt.
#4. Better Visibility & Reporting
Online service desks offer an easy-to-use dashboard for tracking every incident from start to finish. With comprehensive reports and analytics, you can always take a deep dive into the performance of your IT support professionals.
The management can leverage useful information via reports that can be used for resource planning, identifying problems with the services, and tracking individuals, as well as team performance against key Service Level Agreements (SLAs). Leaders can also track the productivity of agents by checking metrics like the average ticket resolution time, or the total number of issues resolved.
IT Service Desk Best Practices for Increased Efficiency
1.Target First Contact Resolution (FCR)
First contact resolution (FCR) refers to the ability of your support staff to resolve user issues when they are registered for the first time with no follow-ups required. To significantly reduce both downtime as well as costs, your IT professionals must focus on resolving support tickets at first contact.
FCR reduces the impact of IT problems on your day-to-day business operations. In addition to this, it significantly improves the user support experience and builds long-term trust.
Rapid technological disruptions have made the IT sector evolve at an unprecedented rate. Now, in such a fast-paced environment, you would not want your agents to have limited skills or knowledge.
Consistent training programs or workshops are a great way to expand your support staff’s existing knowledge and improve their skill sets. Certain issues that had to be escalated to the senior reps can be avoided when there are no evident skill gaps.
In addition to rigorous training, you must prevent fatigue and stress from affecting your employees. Ensure tickets are evenly distributed and enough agents are available to handle user requests.
3. Avoid Common Issues With a Knowledge Base
If your IT support members are busy all day responding to simple user requests, are they really being productive?
Every business must strive to reduce the distance between users and available knowledge. One fantastic way to achieve this is by enabling a self-help portal that can offer the right solutions in the form of How-to videos, self-help articles, or FAQs.
A dedicated knowledge base will help your employees and customers in finding all the help they need without having to open a support ticket.
4. Track Key Metrics
To make the most of your IT service desk, you must measure and monitor performance across key metrics such as:
- Average ticket resolution time
- Ticket resolution rate
- Number of open/unresolved tickets
- Tickets resolved at FCR
- Number of escalations to Level 2 and Level 3 support
By obtaining deep insights into the above areas, your business will be able to identify flaws in the IT support process and fix any evident performance gaps.
Say Goodbye to the Old Way of Managing IT Issues!
We understand that no one likes it when things go wrong. Yet, problems are inevitable. However, how quickly you resolve such problems is what matters at the end.
A service desk can help you rise above a sluggish IT support process and ensure your team always delivers top-notch service. However, a majority of service desk functionalities can be obtained with a help desk at less than half its cost.
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