Are Old Helpdesks Damaging Your Business?

In many ways, service desks make up the face of IT departments. This is a key connection that most organizations make with IT, and in many ways it provides exceptional technology support that strengthens the department's status as a popular and proactive strategic partner. I will. In some cases, it can be the lifeline of an organization.

But too many IT departments are stuck with the old help desk service model. Not only do they rely heavily on reactive telephony, but they irritate those seeking help with slow response times, inconsistent service levels, and support hours limited to business hours only. I am. At the same time, high sales, inefficient delivery methods, and a lack of operational visibility make it difficult to prevent costs from spiraling out of control quickly.

 So what if there is a large junction of inefficiency? Of course, costs will skyrocket, but the average top-notch resolution rate for resource service desks can also drop sharply, directly impacting revenue and customer experience.

But as technology becomes the center of business operations and success, IT leaders recognize the need to develop this old focus into a new generation of efficient and proactive service desks. These high-performance service desktops have the ability to go beyond trigger mode with break and fix support and transform them into key enablers for core business operations. Easily and inexpensively address multiple common forms of interaction in today's business world, from voicemail to email and instant messaging, dramatically increasing end-user satisfaction and productivity.

How To Build A High Performance Service Table?

What does it mean to create a high performance service desk? Take a look at the key features and see how your organization compares:

A well defined service that adapts to the needs of your business. Clearly defined commitments minimize the potential to disappoint end users seeking support. It also enables the service desk to focus on key business requirements and ensure internal processes are aligned with business strategy and direction of growth.

A consumption-based pricing model. CIOs are under great pressure to ensure business agility. This includes easy implementation and support of new technologies. However, you are often forced to proactively commit to over-capacity your help desk support services resources should they become necessary. A consumption-based model allows companies to pay only for what they use. Significantly reduce costs and easily increase or decrease workloads and resources to make new technologies and features work faster.

Is it a process or a dependent person? Help desk rotation is a serious problem, with two out of five employees retiring each year. Due to a lack of skilled workers due to increasing demand and increasing competition within the technology industry, it is easy for the best talent to jump into new opportunities. Helpdesks, which depend on an individual's ability and efficiency to do the job, struggle when the person leaves the workplace for several days or is not present. Process-dependent service desks consistently deliver the exceptional performance your business demands by implementing repeatable processes that anyone can follow.

A solid knowledge base. A high-performance service desk not only employs excellent resources, but also trains its staff regularly and extensively to ensure they can meet the demands of rapidly evolving technology. At the same time, it optimizes staffing models with a classification system that accelerates resolution by allowing superior resources to focus on activities that are most valuable. This approach also recognizes that services are the foundation of service desk functionality and expands training to emphasize patience, empathy, ongoing communication, and the need to appropriate each request.

Powerful performance indicators and proactive performance management. If you don't know where you are, you can't improve. Service desks that use analytics to track support team metrics reduce response times by an average of 16%. The service desk continually improves efficiency and keeps your team at peak performance by periodically reviewing key performance indicators such as average response speed, average call abandonment rate, and first contact resolution rate. Can be confirmed

Automation of workflow in central processes. Robotic Process Automation (RPA) clearly improves the profitability and performance of the service desk. This translates into savings of up to 65% and productivity gains of up to 90%. Standard requests with defined workflows can be completed 24 hours a day, 7 days a week without human intervention, allowing support teams to do more with increasingly important and value-added tasks. You can pay your personal attention to. RPA software tools also provide detailed performance data, increasing operational visibility and enabling continuous improvement.

Self-service function. In today's fast-paced world, people ask for answers instantly. A high-performance service desk provides end users with easy-to-use tools to create their own tickets, monitor status, and even troubleshoot some issues. Reduce the total number of tickets by creating an easy way to solve repetitive problems. These self-service features save valuable end-user time and minimize the need for service desk resources to perform routine tasks. It also provides a quick and direct way to find answers to a variety of questions, increasing satisfaction by helping users stay on the front line of support rather than waiting for an answer.

A flexible staff model to deal with business cycles. High performance service desks are always the "right size", thanks to a flexible workforce that mitigates the ups and downs of economic fluctuations. This ability to go up and down as your needs change turns big costs into variables and blocks many competitors during a recession, increasing your organization's competitiveness, flexibility and scalability, and increasing profitability. To get better.