From that password change reminder, to software installation, to a report on customer queries – service desk software can ease your work, deal with queries, help with user support and eventually help in business. Such a software decreases workload and hence more resources to use.
The service desk acts as a single point of contact between the IT set up and the business for incident reports, service requests, change notifications, and any other necessary communication. The point of contact between the service provider and the users, service desk software aligns with organization’s business motives in a customised way and helps in business management.
IT service desks are playing a big role in the era of remote working and digital transformation. An IT service desk is proactive, since it attempts to help IT operations run smooth. Service desks are designed to handle both incidents and service requests. Service desks are capable of providing services like change management, asset management and so on. Service desks software help to resolve and avoid preventable problems and possible breakdowns by helping you create, assign, track, and resolve tickets.
Some features of a Service desk software:
- Ticketing system helps in handling many queries.
- Management of tickets based on SLAs for a smooth workflow.
- Day-to-day tasks are automated.
- IT asset management for easier access to relevant information.
- Service catalogue for necessary information.
It helps the business with the following:
A) Cost savings
With the help of a service desk software you are able to automate repetitive tasks and it is also capable of managing a lot of workload which helps to cut down the costs to a very large extent.
B) Problem prediction
Proper data tools can help business identify and address issues before they become big.
C) User Preference
Service desk is often the primary point of contact between users, IT services, and business processes. It can provide useful information about user trends as it relates services, products etc .
D) Incident management
Ticketing include alerts, escalations, automated routing, workflow management, and SLA management.
E) Self-service
FAQs and Self-service element in the software provides agents with the focus to concentrate on complicated requests.
F) Knowledge management
Essential functions include a knowledge database, separate end user and agent knowledge data, known issue and error database, suggest keyword searching based on an incident description, and knowledge management.
G) Service desk management
Reporting functions help managers optimize operational costs, helps with user satisfaction and identify problems that may be affecting business. Some key capabilities include service performance dashboards, agent metrics, known-issue analytics ETC. Hence with this information, one can make informed business decisions.
Service desks function in a broader sense, and are strategic. They focus on solving more problems in fewer steps. They enable the integration of business processes into the management infrastructure.
