Why is a Service Desk important to Business?

by | Nov 19, 2019 | Help Desk

This is the second article in the series highlighting the reasons why a business should consider investing in a Help Desk solution. In this article, I focus on the Service Desk, the bigger brother to the Help Desk. 

Service Desk – Purpose

The purpose of a Service Desk is to provide a Single Point of Contact between the organisation’s customers, staff and business partners. It is designed to optimise the business services and oversee IT functions. Where a Help Desk is designed to make the life of the IT staff easier, the Service Desk is designed to improve the workflow of the entire organisation. 

”If you missed the first article about the Help Desk, you can find it here 5 Reasons I need a Help Desk!.”

What is the Service Desk?

Unlike the Help Desk, a Service Desk is a business tool designed for use across the organisation by all business units, and as such is not for the exclusive use of the IT department.  A Service Desk is tasked to do more than ensuring IT services are delivered, it also improves customer satisfaction by enabling the organisation to implement their business plan. 

Why is a Service Desk relevant to business?

The Service Desk plays a crucial role in helping organisations support business users. In so doing, it ensures that enterprise technology works according to documented processes. Of importance to business is the technical and operational flexibility a modern service desk introduces. 

Business Advantages of a Service Desk

The Service Desk is broader in focus, more strategic and cross-organisational than the traditional IT Help Desk. The primary focus is on the business needs of the organisation rather than purely solving the user’s needs. Typically, it is responsible for the management of Incidents and Service Requests in addition to managing requests from the users. 

Conclusion

In the fast-paced corporate world, the necessity of a modern Service Desk is a business necessity. Without it, you run the risk being unable to identify problems timeously with dire results for your origination.

For more information contact Ryan Danvers of AbaconIT on 0726012858.

Expert Insights

Industry leaders emphasise the importance of this hybrid model. According to Dr. Jane Smith, an AI ethics expert, “The future of customer service lies in a partnership between AI and human agents. Together, they can create a more effective and empathetic support system.”

Summary

In summary, the integration of AI in help desks presents both challenges and opportunities for human agents. By addressing the emotional and practical concerns that accompany this transition, organisations can create a supportive environment that values the contributions of human employees. Embracing collaboration between AI and human agents will not only enhance customer satisfaction but also foster a more engaged and resilient workforce.

As we advance into an AI-driven future, organisations must prioritise the well-being and development of their human agents. Join the conversation—share your thoughts on how AI can enhance human roles in customer service! Engage with us on social media or leave a comment below to share your experiences and insights.

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