Regardless of the size of a company, the number of processes that are handled are usually numerous. There are several departments that have to communicate with each other and the handling of requirements and requests can be cumbersome if it is not organized properly. That is where the importance of a Service Desk lies: these help desks bring order to all the operations of a company, better managing everything related to assistance.

The workflow with a Service Desk is as follows: it focuses on incident management and requests to resolve said incidents. In a company with this system, a user reports an incident to the Service Desk and, on the other side, there is an agent who creates a ticket to resolve this incident and attend to this need of the team.

“The objective of a Service Desk system is to answer queries, solve problems and facilitate solutions to known problems”, they explained in an article published on the Freshservice portal. A Service Desk can be a technical support center, a platform that handles product warranty, and installation service centers, among others.

Problems that a Service Desk can solve in companies

There is no order or follow-up of incidents

Without a Service Desk, there is no platform to organize and manage all the company's incidents. Incidents can be reported through different channels, chat messages, phone calls, email, which greatly delays the attention and resolution of these problems. Likewise, these incidents cannot be tracked since emails and messages can be easily lost in the tray.

“By tracking and categorizing issues, an IT help desk can analyze trends and create alerts. By identifying the most common symptoms, your team can begin to uncover and address the root cause", detailed about it in an article published in Consolidated Technologies.

Employees frustrated by problem resolution delays

In any company, an employee can be blocked by not getting a quick solution to a problem or requirement. He imagines that you need to print a contract and the printer does not work… and the technician does not come to check it. Or it may happen that the computer is frozen and the technician is slow to arrive to check it. All these delays create frustration and also decrease the productivity of the entire team.

“Through 24/7 support, an efficient ticketing system, and a vast and ever-expanding knowledge base about your IT infrastructure, your help desk can step in and resolve issues quickly", highlighted in the same article.

There are too many customer calls

Telephone assistance is one of the classic mechanisms for reporting incidents, but it can also be very problematic when the volume of calls is very high. In addition, it is not very productive since customers can get annoyed spending hours on the phone waiting to be attended.

"The queues of incidents grow and it seems that there is never time to solve the underlying problems that cause end users to pick up the phone," they said on the Axios Systems portal.

Through a Service Desk, incidents can be made directly to this platform, where the company's team will be able to better organize problem resolution. A Service Desk is made up of incident tickets, these tickets are assigned to agents, who will immediately start working on solving the problem in question.

Dissatisfied customers

A customer who does not find answers to their problems is a lost customer. He will not return to your company. That is why it is so important to be able to give a quick response to his request. Through a Service Desk, handling incidents is faster and more effective. It is also possible to follow up to see if an issue is taking longer to resolve and try to do something about it.

Why implement a Service Desk?

One of the great motivations of companies when implementing a Service Desk is to speed up the resolution of problems and incidents. According to statistics shared by the Peppybiz portal, citing Zendesk, 69% of internal support tickets are resolved in the first click, revealing the effectiveness of this type of digital solution.

In addition, Service Desk software improves the user experience as it speeds up the attention and satisfaction of their needs. “The resolution rate at the first level is an average of 74.3%”, they emphasized in the same article. This aspect is important since all buyers expect consistency in attention when they go to the company's communication media.

Although technology can sometimes frighten companies, the truth is that they must see these digital solutions as allies in their growth and productivity. With a Service Desk, everything is beneficial: it increases customer/user satisfaction by solving their problem faster and, on the other hand, work teams can better organize their operations, streamlining the flow of problem resolution and having a clearer the tasks they must perform.