For any IT service desk, the main objective is to ensure that end users – its customers – are satisfied with both service delivery, and the performance of their technology systems. As companies aim to better align technology operations with the goals of the business, it’s important for IT organizations to facilitate more open and collaborative relationships with customers. Whether those customers are internal employees, or external clients, they need to make sure their issues and problems are handled and resolved in the most prompt and courteous manner possible.
That’s where an IT service desk portal comes in. Service desk portals make customers’ lives easier in many, many ways.
With a convenient self-service portal in place, IT organizations can make it faster and easier for customers to report their problems. For example, customers will no longer need to call into the help desk, and wait on hold for an available technician to report a problem. Instead, they can simply visit the service desk URL, and open their ticket online.
Extended Service Availability
Few service desks are “open” 24x7x365. But, an IT service desk portal makes support readily available around-the-clock. Customers can report issues at any time, or leverage a knowledge base of FAQs and troubleshooting tips – even when technicians are not available.
Implementing an online service portal allows help desk teams to give their customers greater visibility into the status of service requests. They can simply visit the portal to check the status of open tickets, respond to questions or requests for more information from technicians, etc.
The less time customers have to spend reporting and tracking problems with their hardware and software, the more time they have to focus on their jobs. Additionally, because they accelerate the handling and resolution of tickets, and therefore optimize the performance of hardware and software, service desk portals make end users more efficient.