Thursday, April 9, 2020

Five Challenges IT Help Service Desk Desktops Face Every Day


In recent years, it has become common to hear about chatbots and the use of artificial intelligence in help desk services. Although this type of technology is already a reality in most companies, it continues the process of digital transformation facing the economy and supports companies seeking more efficient processes.

The demand for help desk support services grows faster than staff and budget can keep up. Create a set of problems that hinder the user experience. Knowing the most common challenges will help companies tackle them early, work smoothly, and continue to achieve outstanding levels of customer satisfaction.
One of the main benefits of investing in new help desk technology is that you can focus on more strategic issues while the machine is in operations. And this new scenario presents new challenges.

Challenge 1: Lots of requests and interruptions from multiple channels

IT services are expensive, and without an efficient process it is difficult to profitably address questions and tasks without sacrificing quality. This is because the more customer service focuses on answering the phone, or through an email request, or by visiting directly, the less they focus on solving the problem.

Calls are especially slow because the queue fills up quickly and takes time to resolve. This is bad not only for IT service personnel, but also for users who expect a quick fix. They often wait in long lines before talking to someone, causing frustration and cracks in the service experience.

Challenge 2: long resolution times and lost problems

The more technology your business needs, the greater the need for instant problem solving. This can quickly become a problem if the service desk handles too many requests and does not have the necessary communication tools. For example, a TechValidate study found that up to 43% of IT helpdesks use email to track user requests. If staff members need to manually sort these requests, productivity is affected.

Without a structured ticket ingestion process and request tracking tools, IT services miss the opportunity to identify common problems and ultimately capture data that can help reduce future resolution times.

Challenge 3: Recurring problems

Directly related to the above problem is the headache of a recurring unsolved problem. Without good log management and data analysis tools, helpdesks cannot easily identify system problems. Instead, company time and resources are wasted researching and solving the same thing over and over again.
If the team is unable to collect valuable data, it is difficult to create an appropriate plan to address these issues and reduce the number of tickets submitted to address common causes of user-reported issues.

Challenge # 4: Trouble Tracking User Assets

Problems are often associated with the user's equipment, and solutions must be created by gaining insight into these assets. This is boring, but the service team can learn how to tackle specific problems.

For example, if users with the same assets seek help, experience can help IT departments solve problems by analyzing service history without having to repeat the entire troubleshooting process every time. This greatly increases productivity. However, a TechValidate study shows that 33% of IT helpdesks do not track assets at all. Once tracked, they are often recorded in outdated spreadsheets and tools, which can generate unreliable information if not properly curated.

Exercise 5: repetitive and time consuming tasks

There are usually a variety of frequently asked questions and problems that the help desk must deal with regularly. This means that it takes a long time to repeat the same process over and over again. Password resets are the biggest contributors, accounting for between 20% and 50% of help desk calls.
In many cases, problems addressed by helpdesks can be solved if end users have access to the correct information or automated processes. Failure to deploy them greatly reduces the potential of the department and incurs many unnecessary costs.


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