Service Desk: What happens if the help desk cannot resolve the problem?

If you provide access to good web-based self-service, and encourage your customers to make use of it, you reduce the need for service desk agents to make manual decisions, and you can also help with management of contract variations via automation.


COBIT identifies process steps covering the service desk, registration of customer queries, incident escalation and closure, and reporting and trend analysis. Shift-left is an IT service management (ITSM) concept that aims to move the resolution of issues, or provision of service, closer to the customer. Choosing the right help desk software can make the difference between a satisfied customer and one who is frustrated and confused.


People management, scheduling, remaining relevant, whilst keeping abreast of changing business requirements.


The help desk is a component of the end-to-end process that is focused on end-user needs it is tactically focused. – Providing ongoing processing in incidents, problems and service requests generated by users. At first blush, the help desk teams role in the process may be limited or even on hold until the recovery is complete. In a highly competitive market, service-based businesses need to capitalize on any opportunity to set themselves apart from their (often very similar) competitors.


The service desk is a single point of contact between customer and company, where all the information regarding your organization service are delivered. As a service desk analyst, you will have to be the face of the program and will play a critical role in onboarding and supporting users for a large-scale data analytics platform. In short, the potential impact of an outsourced help desk, for better or for worse, is so broad that careful goal-setting and selection can be vital to a companys success.


Keep all communication in one place so support requests, agent notes, and customer conversations are centrally documented . Is a software service provider specialized in developing and producing the worlds first SaaS solution for service integration. Providing consistent support throughout is your primary goal, but if you stop there, you may miss out on an opportunity to improve your level of service.


Call center managers can easily spot and discover problems within their teams by effectively monitoring the interactions between the agents and customers with the help of a dynamic call center software. Call center quality monitoring can prove to be really beneficial if inbound call centers want to improve their customer service by actively keeping a track of their agents.


For many IT service providers that continue to operate on an hourly-rate billing model, being proactive in maintaining their organizations networks can be a challenge. Moreover, to have an effective schedule for the IT service desk, utilizing an employee time tracking system will help tremendously. Your customer service teams should be looped in on any company updates or changes. The help desk support role will vary depending on the organization and overall systems environment but these are the duties and activities common to most help desk positions.

Want to check how your Service Desk Processes are performing? You don’t know what you don’t know. Find out with our Service Desk Self Assessment Toolkit: