The IT help desk services are typically seen as more tactical, with the primary goal of helping to quickly resolve end-users’ immediate needs and technical issues and incidents. The help desk is reactive in nature but is expected to be efficient and speedy.
Some key traits of the help desk include:
Acting as a single point of contact (SPOC) for IT support
Using a tracking solution for all incoming incidents
Automating ticket tracking, routing, and email notifications
Offering basic incident and service request management
Some (limited) integrating with other ITSM practices, such as configuration management and knowledge management
Some areas/applications supported by specialty groups outside of the help desk
Providing Levels 1 and 2 support and pass incident ownership if escalation is needed
Displaying basic self-service options for end-users.
IT service desk is a generally broader function that is more strategic and cross-organizational. A service desk looks at the wider business needs and context rather than being solely focused on resolving the user’s needs, as a help desk does.
The service desk typically has a help desk component, but its overall goal is to be proactive in improving IT and business processes across the organization. The best service desks are constantly looking for opportunities to run all IT processes, including the help desk, more efficiently.
the IT services help desk acts as the face, or the front of the house, of the IT organization. It handles employee issues and service requests, while also dealing with most, if not all, of the communications between end-users and the IT organization. The help desk is a crucial player in delivering IT services to the business and has a number of responsibilities it needs to uphold in order to be successful.
your help desk exists to serve your organization’s end-users, and the roles they fulfill, and so it’s their needs that you put before anyone else’s. This should include providing your customers with the information they need, resolving their tickets efficiently, communicating with them about business-impacting issues and changes, and generally just being easily accessible when they need you. your help desk agents should avoid having to call-back end-users or escalate the ticket. The more first-call resolutions your help desk can provide – thanks to the collective knowledge levels of agents – the happier your customer base is going to be.
the knowledge your IT help desk has collated – both individually and collectively. A knowledgebase will provide relevant information to your end-users and technical teams alike. The knowledge articles in the knowledge base can be role-based too, meaning they’re only accessible by the people who need, and perhaps authorized, to use them. By sharing knowledge, your help desk will have the ability to prevent calls coming in, thus reducing ticket volumes and workloads, and make both your customers’ and agents’ lives easier.
End users will ultimately want to be treated as human beings, rather than IT asset custodians, and ideally as customers (of IT support).
Some key traits of the help desk include:
Acting as a single point of contact (SPOC) for IT support
Using a tracking solution for all incoming incidents
Automating ticket tracking, routing, and email notifications
Offering basic incident and service request management
Some (limited) integrating with other ITSM practices, such as configuration management and knowledge management
Some areas/applications supported by specialty groups outside of the help desk
Providing Levels 1 and 2 support and pass incident ownership if escalation is needed
Displaying basic self-service options for end-users.
IT service desk is a generally broader function that is more strategic and cross-organizational. A service desk looks at the wider business needs and context rather than being solely focused on resolving the user’s needs, as a help desk does.
The service desk typically has a help desk component, but its overall goal is to be proactive in improving IT and business processes across the organization. The best service desks are constantly looking for opportunities to run all IT processes, including the help desk, more efficiently.
the IT services help desk acts as the face, or the front of the house, of the IT organization. It handles employee issues and service requests, while also dealing with most, if not all, of the communications between end-users and the IT organization. The help desk is a crucial player in delivering IT services to the business and has a number of responsibilities it needs to uphold in order to be successful.
your help desk exists to serve your organization’s end-users, and the roles they fulfill, and so it’s their needs that you put before anyone else’s. This should include providing your customers with the information they need, resolving their tickets efficiently, communicating with them about business-impacting issues and changes, and generally just being easily accessible when they need you. your help desk agents should avoid having to call-back end-users or escalate the ticket. The more first-call resolutions your help desk can provide – thanks to the collective knowledge levels of agents – the happier your customer base is going to be.
the knowledge your IT help desk has collated – both individually and collectively. A knowledgebase will provide relevant information to your end-users and technical teams alike. The knowledge articles in the knowledge base can be role-based too, meaning they’re only accessible by the people who need, and perhaps authorized, to use them. By sharing knowledge, your help desk will have the ability to prevent calls coming in, thus reducing ticket volumes and workloads, and make both your customers’ and agents’ lives easier.
End users will ultimately want to be treated as human beings, rather than IT asset custodians, and ideally as customers (of IT support).
Comments
Post a Comment