The series of 4 articles will address the following typical queries. What is a support desk and why is it significant to your small business? (This post) What is a Service Desk and why is it significant to your small business? What are the important variations amongst a service desk and a support desk? When to use a Service Desk versus A Assist Desk? I will address each and every query in a separate post. Adhere to our 4-portion series to obtain a improved understanding of the characteristic variations amongst the Service Desk and Assist Desk. What Is a Assist Desk and Why Is It Significant To Your Company?
A Assist Desk is a resource utilized by the IT division to log the calls for help from the organisation’s customers. In most situations, the customers are your internal employees. Nonetheless, in some small business models, the user base may possibly be external. It is also significant to note that Assist Desk options are fundamentally comparable, as they all have a mix of default functions. The appropriate remedy for your organisation will rely on the function set that most effective meets your small business needs. Causes to Invest in a Assist Desk There are quite a few motives why an organisation invests in a Assist Desk remedy. Top rated of the list will be some or all of the following: Not attending to user requests inside the service level agreement. When your support desk agents can’t cope with the volume of calls you acquire, and your service level agreement not getting met, then it is time to take into account a specialist Assist Desk Low client satisfaction.
Poor client satisfaction is a continuous criticism from all customers of assistance received from the IT division. All also usually an inefficient get in touch with logging remedy is hampering the capacity of the support desk agent to total the get in touch with timeously. By providing the user the capacity to log and view their calls through a internet-primarily based self-service module will surely increase client service and user satisfaction. Repetitive queries. You can simply make a knowledgebase employing support desk computer software.
With sources like video tutorials or a FAQ section, you can deliver answers for the repetitive queries submitted to your support desk agents. In addition, the knowledgebase can be split into a user and technician section, with each and every section containing articles relevant to the certain group of customers accessing it. You are employing also quite a few computer software tools. You have moved beyond the e mail-only support desk remedy and invested in tools that help your agents in streamlining their perform. Nonetheless, not all the tools you use communicate with each and every other, resulting in a duplication of tasks and the likelihood of numerous program failures. Management reporting is a nightmare.
Creating month-to-month management reports on the status of the support desk is a challenge or even not possible with no the appropriate reporting tool. Difficulty making management reports is a different purpose to take into account a specialist support desk remedy that supplies reports addressing all the important handle criteria. Functions to appear for in a Assist Desk There is a core set of functions that a very good support desk have to include. These contain the following: Make sure that concerns are appropriately logged, assigned and actioned inside a tracking procedure program. Retain a central database of client information and support desk history. Automatically assign concerns to the relevant division or particular person accountable Notify the user when the suitable assistance employees is assigned the concern.
Permitting workers to log calls and view the status of current calls employing a Self-Service Modules that are most typically necessary The following modules are core needs for most support desk options. Nonetheless, the level of ITIL compliance does differ amongst options. It is significant to pick the support desk remedy that addresses your organisation’s small business needs. Try to remember, the a single-size-fits-all rule does not apply when picking out a support desk. Not each and every organisation will need the exact same function set that is why we provide much more than a single Assist Desk remedy, each and every catering to a unique small business requirements. Conclusion The energy and sophistication of your IT Assist Desk have the capacity to make-or-break your IT employees morale. Similarly, the user acceptance of an organised support desk will have a good impact on the productivity and morale of your finish customers.