How Automation Makes IT Service Desks More Efficient

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  • Shockingly, the majority of help desk calls are related to password resets.
  • Automating streamlines communications with customers, allows IT to track issues quickly, and provides insight into common issues.
  • When the end user has access to the necessary information or automated procedures, they can often solve the problems themselves.

Business leaders increasingly agree that IT has strategic value beyond cost savings. But finding, developing, and retaining IT talent are huge hurdles. Demand for support services exceeds companies’ ability to find the staff and funds to meet the need, resulting in a host of issues that stifle the customer experience. Identifying the most common pain points can help businesses resolve them faster, smooth operations, and maintain high levels of customer satisfaction. An IT team can respond quickly to customers or colleagues who need technical assistance using automation. It streamlines communications with customers, allows IT to track issues quickly, and provides insight into common issues.

Cloud-based services, remote access, global interconnection, and mobility are just some of the new challenges and trends that help desk personnel must adapt to. These factors can put more pressure on the help desk. IT help desk performance can have a significant impact on the entire organization as today’s businesses are on the cutting edge of technology and leverage advanced solutions to stay competitive and thrive.

IT Help Desk Challenges

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Many requests & interruptions


Without effective processes in place, it can be difficult to manage issues and tasks cost-effectively without sacrificing quality, as IT services are expensive. Having processes in place is important because it allows the service desk to focus on resolving issues rather than wasting time taking calls, triaging email requests, or handling in-person requests.

Queues fill up quickly and resolution times are lengthy, making phone calls particularly time-consuming. This is not only bad for IT support staff, but also for users who expect a quick fix. They often stand in line before speaking to anyone, which ruins the customer service experience and creates frustration.

Lost in manual tracking


Instant troubleshooting is becoming increasingly important as technology becomes an integral part of business operations. When service desks are overloaded with requests to handle issues but lack the necessary communication tools, the problem is compounded. For example, according to a TechValidate survey, 43% of IT help desks track user requests via email. When staff have to manually process these requests, productivity stalls.

The Informatic service desk also misses the opportunity to collect data that can help identify common issues and ultimately speed up future resolution times. It is therefore essential to have an organized process for receiving tickets and tools for monitoring the request.

Problems with user resources

Problems are often related to the user’s equipment, so understanding these assets is necessary to develop solutions. While tedious, this teaches support staff how to handle particular issues. By analyzing service histories, the IT office would be able to troubleshoot issues when users with the same assets ask for help, for example, rather than having to go through the entire troubleshooting process each time. .

This greatly increases productivity, but when monitored it has been frequently found that details of IT assets and their issues are noted on outdated software and spreadsheets which, if not properly maintained, may produce unreliable data.


Repetitive and time-consuming tasks

The help desk typically has to deal with a variety of frequently asked questions and issues on a daily basis, resulting in wasted time repeating the same tasks. Shockingly, the majority of help desk calls are related to password resets.

When the end user has access to the necessary information or automated procedures, they can often solve the problems themselves. Their absence can seriously limit the potential of after-sales service and lead to high costs.

Recurring problems


The pain of recurring unresolved issues is directly related to increased dissatisfaction. Help desks are unable to quickly identify systemic issues without effective record keeping and data analysis software, resulting in wasted time and resources researching and resolving the same issues over and over .

It becomes difficult for the team to develop adequate plans to manage these setbacks and reduce the volume of tickets submitted and get to the root of frequently reported user issues if valuable data is not collected. Thus, to keep IT help desks running smoothly, automation and other technological advancements are essential.

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