Managing and solving every service request, systems issue, or PC problem your employees experience can be a tall order, especially when you’re working with a limited IT Service Desk staff. In addition to the basic tasks of solving problems quickly and efficiently, IT Service Desk experts are also constantly challenged to corral the chaos of:
- Receiving accurate information from users in their written or verbal requests for support or problem resolution
- Standardizing, prioritizing, and processing requests
- Routing tickets promptly to the appropriate IT Service Desk staff member
- Communicating with users in real-time, setting expectations, and providing regular status updates
- Capturing data and knowledge and providing accurate reporting to management
- Building a IT Service Desk history or database to identify problem areas in certain equipment, training procedures, etc.
How is your organization currently handling these challenges? If you polled users today, what would they say about the service they receive from your IT Service Desk?
For thousands of small and medium sized businesses, hiring additional employees to adequately staff a IT Service Desk is not a viable option. This has prompted a huge trend toward using IT Service Desk software –a simple, affordable, SaaS-based solution that, among other things, auto-assigns and streamlines the workload and processes across the IT department. It also provides the standardization needed for more efficient problem resolution, better informed decision-making, and automated data collection for continuous learning purposes.
Quite simply, turnkey, cloud-based Service Desk software applications provide an open and direct line of communication between end-users who open tickets and the dedicated IT professionals who resolve them – without any additional server of software expense.
Greater IT Service Desk Efficiency is a Click and a Keystroke Away
Your internal IT staff can improve service delivery and customer satisfaction on several levels, starting with the standardization of support requests.
First, a customized IT Service Desk portal is set up for your organization, which can be branded with your corporate name, logo, and URL address (such as servicedesk.acme.com). Users then access this portal to conveniently create and log their own IT Service Desk problem tickets.
Tickets are automatically routed to the appropriate expert who, in turn, can reply to that email with additional questions or request more details from the end user.
After problem tickets are logged, users receive a confirmation e-mail which includes a link to the IT Service Desk portal where they can view all their tickets, check on status, or submit new requests.
By providing quick access to a hardware asset’s current configuration and service history from a single IT management solution, companies can reduce the time it takes to resolve support requests and provide a better service to their users. Best of all, your IT Service Desk can be accessed from anywhere – from your company network, from home, and from mobile devices such as BlackBerries, iPhones, or Androids.
This straight line of IT Service Desk communication allows those who are experiencing a problem or requesting services to interact in real-time with their assigned IT expert and automates the execution and tracking of key tasks. Whenever a ticket is updated or changes status,
the original requestor receives an e-mail with the details. This allows your IT Service Desk users to always stay up-to-date with the current status of their tickets and enables them to respond promptly to additional information requests.
About Laura Miller
Laura Miller is the Director of Sales in North America for Samanage. She works one-on-one with customers ranging from SMB to Fortune 500, providing them with a modern way to look at service management. Laura's ITIL experience and ITIL v3 Foundations certification provides her with a unique understanding of the service management industry. Her guilty pleasures are anything chocolate, ice coffee, and reality TV.
Read more articles by Laura