How to Improve Your IT Service Desk
Summary
To begin with, you need to articulate the rationale for implementing a customer service desk with a metrics-driven approach (you can include CSAT in it). And it’s best to take care beforehand to ensure that the rationale and subsequent process for implementing the service desk is articulated in the language of the business. Making this information available in critical situations will significantly reduce the impact of incidents on the business and the cost to the IT department of fixing them. There are examples when elementary users’ requests were mistakenly redirected to professional engineers or other expensive specialized specialists due to improper distribution of authorities. The service desk is a system designed to automate the work of customer support and, as a result, make it more efficient and valuable to the end client.
