Tuesday, August 11, 2020

The Multi-Purpose Role of Help Desk services

 The multi-purpose role of help desk services in any company requires a number of applications that go beyond traditional technical support and management. Therefore, the IT service desk software usually includes the following functions:

Ticket management. It enables automatic prioritization, assignment and monitoring of incidents and problems that are triggered via different channels in order to achieve a faster solution.

SLA management. Helps prioritize SLA-based tickets and determines whether escalation or deadlines should define administrative rules.

Task, problem, asset, release, contract and change management. Organized tasks and issues to encourage collaboration, minimize disruption, and ensure seamless product launches and transitions. At the same time, you benefit from a 360-degree visibility of all your IT and business resources

Knowledge base and customer service portal. Create a database with relevant information, frequently asked questions (FAQs) and guidelines that promote self-service and self-help and enable faster resolution of incidents. As a first step, IT users with frequently asked questions and problems are forwarded to the knowledge database.

Service catalog. A central location that describes the service for various business areas in detail. The catalog also includes a form where users can submit a ticket.

Dashboards Enables full visibility of past data in real time to improve performance, productivity, efficiency and optimization of other processes.

Automation. Ensures that routine tasks are always completed so that support staff can perform unique and challenging tasks.

Analytics. Collect and examine all relevant data to generate actionable information that can improve the performance and results of the service desk.

Use cases of the IT Service Desk

Any company that uses technology in one way or another will experience difficulties and technical IT support, although the exact requirements for such a help desk will vary depending on the requirements of its technology. Here are some key use cases:

Save money on technology

The service desk can help businesses save money on technology by targeting IT budgets to the areas they need most.

Timely response to downtime

A good help desk services collects historical data about the technology and processes of the company and thus enables the identification, early warning and prevention of potential failures and failures, which considerably reduces downtimes.

Change management in all organizations.

Service desks can be used to plan change processes, assign transition tasks, and automate notifications so IT users know what to do and when.

Basic response to incidents.

Service desks not only provide a channel for more efficient incident management, they also open doors for self-service via a knowledge base that increases resolution.

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