Service desk

<h5>What is a service desk?</h5> <p>A service desk is the problem-solving point of contact between a provider of IT services and its users. Service desks can manage everyday IT incidents, disruptions (such as outages), as well as planned and unplanned service changes. A help desk typically uses a “ticket” workload system, managing both internal and user-facing support departments. Today’s service desks generally employ cloud-based—and even AI-based—software to efficiently manage workloads.</p> <h5>What are the business benefits of a service desk?</h5> <p>The benefits of a well-managed service desk—particularly one that uses cloud-based and/or AI-based ticket management software—include:</p> <ul> <li><span class="text-bold">Faster resolution times.</span> A streamlined support escalation path can reduce employee effort.</li> <li><span class="text-bold">Gap management.</span>&nbsp;Real-time identification of support gaps can provide actionable insights that optimize the user journey.</li> <li><span class="text-bold">User engagement.</span>&nbsp;The problem resolution process can include customized user greetings, automated emails and updates and scripted responses.</li> <li><span class="text-bold">Efficient workflow.</span>&nbsp;Prioritize, manage and escalate user requests with customized ticket categories and automatic ticket routing.</li> <li><span class="text-bold">Management reporting.</span>&nbsp;End-to-end tracking/reporting and simple dashboards provide management with visibility into all service requests.</li> <li><span class="text-bold">Multiple points of access.</span>&nbsp;You can collect tickets from multiple user sources—phone, web portal, email, endpoint monitors or mobile apps.</li> <li><span class="text-bold">Self-service.</span>&nbsp;Users can become more efficient and productive with easy-to-use and easy-to-access self-service capabilities.</li> </ul>

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