As consumer technology advances at a blistering pace, it’s ironic how many companies’ help desk technologies seem stuck in the stone age. This is partly because of the rapid increase in demands on IT service management in the 90s and early 00s that left many help desks with a hodgepodge of technologies that didn’t work that well together.
All that has changed with today’s IT service management options. If your IT service desk feels stuck in a time warp, here are 5 ways to bring it up to date.
1. Social Communications Channels
The more communications options that are available between end users and the IT help desk, the better. When your IT service desk software can receive requests via social media, email, chat, mobile, and a web portal, you don’t have the problems of tied-up phone lines and end users who are hesitant to use prescribed communications channels. When your IT service desk isintegrated with social media like Salesforce Chatter, not only do help requests reach IT efficiently, end users can benefit from others on social media who have solved similar problems, and this can make some service tickets unnecessary.
2. Integration of Multiple Processes and Tools
Today’s ITSM software needs to be able to play nicely with other software. Many packages integrate with popular business tools like Salesforce and Google Apps, giving both IT workers and end users a more seamless experience and eliminating the need for IT workers to have to log into the ITSM software separately. When help desk workers can run their ITSM software from within their Google Apps dashboard and vice versa, they save time, and ultimately save your company money.
3. Mobile Apps
Say an end user can’t get on the company network. She could call up the help desk, or she could use a mobile app to report the problem. Suppose you’re the help desk worker on call and it’s your weekly poker night. If someone contacts you about a problem, you can fold on a full house (kidding!), and then use your ITSM software’s mobile app to take care of the problem without having to go back to the office.
4. More Self-Service Options
As more millennials join the workforce, a help desk with more self-service options saves a lot of time and hassle. Many younger workers are quite tech savvy and have no problem using a self-service portal to solve minor issues. Having an up-to-date knowledge base serves tech savvy end users well, too. In fact, when you implement self-service options, you may be surprised to find how many end users take to them to avoid having to submit help desk tickets. This is great for allowing IT workers to deal with bigger or more pressing problems.
5. Remote Desktop Capabilities
Going to the physical location of an end user’s computer to fix it can be a real hassle. Sometimes, there’s no other solution, but in many cases, remote desktop capabilities can allow you to solve these problems without having to leave your own desk. Think of it: no more sitting at an end user’s desk and hearing endless variations on, “Gee, Jane, you look different today! Ha ha!” No more being accosted in the hallway by someone who just bought a new tablet and has “one quick question” about how to configure it. Remote desktop capability saves time, money, and sanity.
The help desk of the 21st century is a far cry from the clunky procedures and processes of a few years ago. Today’s IT service desk communicates with end users on the channels they use most, takes advantage of mobile technology, and allows many fixes to be made remotely. At Samanage, we offer cloud ITSM software with a range of up-to-the-minute features that allow your help desk to function at optimal efficiency, benefiting IT workers, end users, and their businesses.
About Adam Shearin
Adam is an accomplished sales professional with over six years of experience working with mobile applications and cloud-based IT service desk and asset management solutions. Experienced working with a broad range of clients from SMB to Fortune 500, Adam clearly and confidently knows how to best articulate the benefits of multi-tenant SaaS-based ITSM/ITAM software. Adam's service management expertise isn't limited to IT and transcends departments organization-wide, bringing a new level of efficiency and processes to departments that once relied solely on spreadsheets and emails.
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