Why is the service desk so important in today’s business world?
IT departments are faced with daily challenges in the management and support of numerous and constantly changing end-user requirements, including desktops, lap-tops and handhelds. When one of the systems malfunctions or an end-user has an issue, you need a solution as quickly as possible. Businesses rely on the service desk to be the single point of contact for any issue that their end-users need assistance with. A capable service desk can even assist in driving out costs from on-site visits from technicians if properly executed. Some service desks have implemented technologies to assist their overall environments, which addresses specific infrastructure incidents. Reducing call duration is one of the benefits of implanting these tools. Some of the other benefits are reduced training costs, improved first call resolution, streamlined processes and better incident tracking (most of the automated tools have built-in components that create incidents for reporting and trending analysis). T
