IT Help Desk Adopts Self-Service Strategy In Response To Staff Cuts

Almost all IT helpdesks use self-service tools to deal with labor savings because the number of service desk staff has decreased significantly since the recession began six years ago.

According to a study by LANDesk Software, 96% of service desks use self-service due to their small equipment. A study by the Service Desk Institute (SDI) revealed that the service desk team had 50% fewer staff than in 2007.

A study by LANDesk shows that the use of self-service desktop tools is growing rapidly. A survey by SDI revealed that 68% of help desk support services self-service to their users.

Research has shown that the main obstacles to self-service include outdated knowledge and lack of integration with support tools.

The management of user-owned devices is an ongoing trend," said Andy Baldin, vice president of EMEA. “With the rapid adoption of hybrid business-consumer IT in the workplace, service desks are required to support unfamiliar devices and applications.

This puts pressure on the team and it is very difficult to see the high penetration of these innovative solutions by the service desk, such as testing self-service and social media to provide the best service to the organization. It will be encouraging. Research shows that more than a third of organizations support user-owned devices at work.

Research shows that 24% of service desks use live chat to communicate with their users, and 13% use Twitter and 6% Facebook.

"We are pleased to announce that SDI is the best value for money," said Tessa Troubridge, managing director of SDI. "The customer service team constantly responds to the needs of a wide range of employees, but it is clear that we are responsible and innovative in responding to the changing environment." But it is encouraging to find ways to deal with the growing Remit through the innovative use of technology.