4 Benefits Of A Service Desk
A service desk is a vital business resource that functions to provide infrastructure efficiency and end user satisfaction. From incident resolution to service request fulfillment, an effective service desk delivers high-quality service to customers in a timely manner.
Service desks are known to aid business by enhancing service quality and improving the skills of service staff. Read on to find out why you should implement a service help desk at your company.
The Purpose of a Service Desk
The primary role of an IT service desk is to serve as the primary or single point of contact (SPOC) for monitoring and addressing user requests and questions. It provides a channel for communications between other service management functions and the user community. Core functions include managing incidents, service requests and software licenses as well as capturing change requests and maintaining third-party support contracts.
A service desk is a robust, service-focused and customer-oriented way of delivering IT help to customers. It ensures that users receive appropriate assistance in a timely manner. Features include:
- Integrated knowledge base
- Automatic ticket routing
- Comprehensive tracking and reporting
- Anytime access that is completely cloud-based
- SLA management
- Easy-to-use dashboards
How a Service Desk Can Benefit Your Company
The service desk empowers organizations to harness technological innovations to improve productivity and enable usable, updated and safe 21st century workflows. IT service desk capabilities benefit your organization by:
- Aligning IT with business departments — Service desks facilitate collaboration between IT and other departments, which helps resolve and avoid preventable breakdowns. This is done through the service desk by creating, assigning, tracking and resolving tickets.
- Improving asset management — A service desk serves as the centralized location for all your customer service communications as well as your organization’s hardware and software assets. This enables easy information retrieval, configuration, maintenance and asset valuation.
- Enhancing operational efficiency — An effective service desk operation provides fast support that drives resolutions and remediation of user problems. This keeps your organization moving forward.
- Offering consistency — A service desk is built on consistent processes, proven solutions and prioritization of issues. This consistency allows service desk staff to constantly refine and improve how they resolve issues, which results in better service to end users.
What Makes a Service Desk
Companies often use the terms “help desk” and “service desk” interchangeably, but they have different purposes. Help desk benefits involve handling support requests from end users and fixing issues. The service operates on the basis of break-fix or incident management.
The service desk represents an evolution of the help desk, and its reach extends beyond answering support questions. A service desk has the capabilities of a help desk, but it also handles a broad range of technology-related tasks, from ensuring compliance for SLAs to managing an entry-level ticket management service. What sets it apart is its focus on customer needs and service delivery, which is less of a focal point for help desks.
To learn more about how ITS can enhance your service desk delivery, contact us today.