There are many benefits and advantages of a using a service desk in business today. Many large companies are now using service desk solutions to help reduce their overall service costs. The main types of service desk are:
• Call Centre: Only call dispatching, no other services.
• Unskilled Service Desk: Call dispatching, incident tracking, feedback to clients.
• Skilled Service Desk: Large numbers of incidents are solved at the Service Desk.
• Expert Service Desk: Incorporates Incident Management and Problem Management. Most incidents are solved at the Service Desk.
• Unskilled Service Desk: Call dispatching, incident tracking, feedback to clients.
• Skilled Service Desk: Large numbers of incidents are solved at the Service Desk.
• Expert Service Desk: Incorporates Incident Management and Problem Management. Most incidents are solved at the Service Desk.
The benefits to the business can affect many areas including the end user, staff and management as well as the overall company.
The service desk can provide the end user with a single point of contact (SPOC) this can be in the form of an email, phone call or via a web portal. This enables the facility to record the issue or request a service depending on the business needs. If available, users could make use of an online knowledge base and FAQs for self-help and keep track on issues and requests that they have placed earlier.
Staff who are employed on a service desk have the benefit of a centralised database to record incidents and requests, classify and escalate to a higher level or third party if needed. Staff can also make use of a built in knowledge base to help resolve issues as quickly as possible thus increasing client/customer satisfaction. Depending on the systems in use, automated escalation and SLA can also help staff keep track of incident and resolution timescales.
Management will have the ability to produce statistical information to report on performance, resolution rates, and overall customer satisfaction.
Businesses need technical service desks to resolve service management issues consistently and efficiently. By centralising incident resolution, request management and reporting, infrastructure support becomes easier and most cost effective for the business.
A Service Desk provides:
• Increased customer service perception and satisfaction.
• Increased access to assistance through a single point of contact.
• Improved quality and quicker resolution of customer incidents and requests.
• Improved staff teamwork and communication.
• Enhanced focus and a proactive approach to service provision.
• Improved usage of IT support resources and increased productivity of business personnel.
• Enables businesses to cut downtime significantly and to decrease service-impacting events, assuring a higher Quality of Service.
• Reduced costs i.e. Staff training, user self-service and minimise on-site support.
• Increased access to assistance through a single point of contact.
• Improved quality and quicker resolution of customer incidents and requests.
• Improved staff teamwork and communication.
• Enhanced focus and a proactive approach to service provision.
• Improved usage of IT support resources and increased productivity of business personnel.
• Enables businesses to cut downtime significantly and to decrease service-impacting events, assuring a higher Quality of Service.
• Reduced costs i.e. Staff training, user self-service and minimise on-site support.
Companies from all over the world are now using service desk solutions simply because they benefit in so many areas, no matter what their business needs are.
Should you wish to learn more information about Celerity's Service Desk offerings please contact Celerity Limited
Gary Eckman - Technical Support - Celerity Limited
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