Effective Service Desk

Effective Service Desk
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The performance of a service desk is an indicator of the overall health of an organization’s IT. As well as being a key business function, the service desk enables organizations to thrive.

Cost reductions are a necessity in today’s economy and internal support groups are a frequent cost reduction target. Service desks need to ensure that their services are clearly defined and aligned with business needs.

The service desk is a single point of contact (SPOC) for end users who need assistance/help.

  • Resolves 60% or more of incoming incidents and requests without any escalation
  • Improves customer satisfaction significantly, when first level resolution is at 50% or more
  • Reduces costs and time to fix incidents
  • Keeps businesses running efficiently

To introduce and maintain a successful service desk, it is essential that:

  • Business needs are understood
  • Customer requirements are understood
  • Investment is made in training for service desk staff
  • Service objectives, goals and deliverables are clearly defined
  • Service levels are practical, agreed, and regularly reviewed