The service desk is the public face of IT and the heart of IT support. It performs a critical role in the business by ensuring the productivity of personnel across the organization and communication between IT and the business. To enable this, IT organizations need a service desk solution that supports ITIL® best practices for IT Service Management (ITSM), consolidating the service desk function with the processes that underpin the efficient delivery and support of services.
Using a consolidated service desk solution to manage resolution workflows means interruptions to the end-user’s day are resolved faster. Business personnel are more productive at generating value and positive perception of IT is increased.
With an automated and integrated service desk tool, service desk analysts are more efficient. Fewer first line support analysts are required to service the same number of end users. Resources can be redeployed to other areas.
Consolidated service desk software enables IT to become more responsive to business-driven change. Fewer resources are dedicated to reactive incident management and fire-fighting. Self-service, knowledge management and service fulfillment functionality drives a shift from reactive to proactive IT Service Management, allowing IT to dedicate more time to supporting new and future demand with a view to continual improvement.
The service desk can resolve more incidents first time as assyst accurately displays the user's asset details on logging the call without time-consuming manual updates.
Standard Bank - View the full case study
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