Benefits of an IT service desk

Cost savings and scalability

Cost savings and scalability are the two most common benefits that companies look for when implementing an IT service desk. A service desk with the right and well-managed staff can handle much of the IT routine work. Technical support offers organizations a relatively inexpensive option to transfer the simple work of expensive teams of engineers and subject matter experts, allowing them to focus on activities that add more value to the company. The technical support service can also provide a means for the company to provide technical assistance for global operations and distributed user communities.

A finger on the impulse of the user's feeling

The service desk is the starting point for many key IT processes and services and, as such, is often the main interface between users, business processes and the IT services that enable them. Monitoring this interaction provides valuable information about user satisfaction, the feeling towards services and the characteristics and unmet needs that IT services could address in the future.

Early warning of possible problems

Due to the volume of problems and requests handled by the service desk, with the appropriate data and tools to evaluate models and trends, the organization can use the service desk as a monitoring tool to identify and manage service problems in advance. The "early warning system" provided by the service desk can allow proactive problem management, preventive maintenance and changes in the service to reduce user impacts in case of service interruptions and degradation.

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