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Agile Computing Authors: Sematext Blog, Richard Hale, Gregor Petri, Moshe Kranc, Liz McMillan

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Service Desk Benefits

The help desk pulls in all the data and makes a common shared database

With a growing number of software developers and computer applications, computers systems are revised and renewed every day. Computer systems can become so large that they will need the expertise of a computerized Service Desk, which will help integrate a growing organization to get maximum benefits, which might otherwise get lost in the day-to-day workings. A help desk or a service desk is designed to give “a single point of contact” where you can find answers to all technical questions about computers and other IT related issues.

The help desk pulls in all the data and makes a common shared database, which can be paper-based, or display through a spreadsheet, or a virtual database. The help desk will follow a highly standardized and orderly function to make any request easy and provide the right technical support.  Therefore, the service desk team must know all the protocols to interact with customers and employees alike.  They must be equipped with all the proper tools to aid in better customer and user interaction.

This will help them to reduce the time that it will normally take to resolve an issue by using the advanced search function.  All calls and issues will be systematically logged to ensure that there will be no error in the future and allows the necessary actions to be taken accordingly.  It makes it so simple that even a non-technical staff can identify common problems.  Company leaders and management staff can monitor the service levels. Assessments and decisions about future improvements can be made using the information from the central log sheet.

The service desk will improve efficiency by tracking requests quickly and will provide a smooth workflow.  It will also improve communication between the user and the technical support during reporting and diagnosis.  There will be an enhancement in the quality and speed of turnaround of calls and user requests. It will eliminate duplicate, lost and forgotten requests and therefore remove the possibility of errors.  It will also make complex tasks and calculations easier.

A computerized help desk can thus help almost anyone. With the improved functions of help desk services, customers are benefitted and satisfied.

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More Stories By Unitiv Blog

Unitiv, Inc., is a professional provider of enterprise IT solutions. Unitiv delivers its services from its headquarters in Alpharetta, Georgia, USA, and its regional office in Iselin, New Jersey, USA. Unitiv provides a strategic approach to its service delivery, focusing on three core components: People, Products, and Processes. The People to advise and support customers. The Products to design and build solutions. The Processes to govern and manage post-implementation operations.

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