17 simple ways to reduce IT business costs
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What does a service desk team do? The service desk team is usually responsible for customer support and IT services where all problems and inquiries are addressed and filtered by a central team. If no service centre can act as a single point of contact, the users may find it difficult to determine where to seek help and therefore may not get quick responses to their concerns or else their problems may not be solved at all. In organisations, channelling all the inquiries through a single gatekeeper helps in avoiding numerous or even different initiatives in addressing a concern which may not reach as far and deep as it should. This makes it easier to monitor and follow up on service requests thus ensuring that the organisation is able to check on all the ongoing issues. Furthermore, centralising support enhances efficiency in different departments since there will be coordination between them. It directs a client to other departments that may require his help for a complex issue just as a service desk isolates two underlying teams that may work together to solve a simpler issue.
Another very apparent advantage in hiring a service desk team is when the interactions result in direct enhancement of user or customer satisfaction. It also gives confidence to the employees that in case of any technical or procedural problem or hindrance they will get an appropriate solution from the service desk at the earliest. This makes the general job satisfaction of the employees to be high since they are encouraged. From the customers’ point of view, having a dedicated service desk ensures that customer queries or complaints are well addressed, hence enhancing the value customers have in the company. In this case, as a result of a knowledgeable service desk team, an agent is in a position to deliver support and information that is sufficient, relevant and unique for the user increasing the overall satisfaction.
One more benefit of the service desk team is that it does not only respond to the issues; instead, they are proactive in managing the challenges. The team can again see patterns and emerging problems in the data produced from the service tickets, calls, or emails. This is beneficial for the service desk in that it can offer information that may help avoid issues before they occur. For instance, when a service desk team recognises that there is one specific software which repeatedly creates problems for users, they can report this to the IT sector to address it and remedy the problem. This proactive approach to resolution means that potential downtime, and disruptions, are reduced and hence improve working conditions. Furthermore, a proactive approach helps to build an organisational culture that emphasises learning and change since teams collaboratively develop and execute solutions that minimise future occurrences.
The fact that there is a specialised service desk team means that many employees and departments will not spend their precious time and energy troubleshooting technology problems or dealing with a dissatisfied customer. This increases the total productivity by a large margin. Workers can effectively perform their functions without worrying about computer problems, as the service desk rapidly resolves incidents. For the organisation, this leads to increased operational effectiveness. Due to proper coordination and organisation of activities, the service desk aids in eliminating bottlenecks in routine work processes. Furthermore, a well-organised service desk also avoids frequent cases of downtimes when employees lose working hours. In the same manner, when issues are resolved, then the employees in question get back to their daily tasks and operations without impeding the work of others and thus enhancing the general business efficiency. From the perspective of cost savings, hiring a service desk team is also very valuable in preventing the need for higher-level support.
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