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Hi All,
Service Desk is ideally a centralized support desk for all queries associated with an organisations for respective end users to contact. Imagine a centralized desk where you or any of your family members could report any issues or challenges you face in day to day life, it can be related to any topic from Finance to Mental health to Medicine to Children, ideally this would be called the Service Desk for your family.
Service Desk has evolved over a period of 15 years, earlier the IT market had only what were called as Technical Support Desks. The problem with technical support desks were that they would target a specific product or a technology rather than the entire service itself. Service Desk in turn targets anything and everything which can be considered as support for a end user Eg: Buying a laptop, resetting a password, unlocking an account, installing a software.
Service Desks are now a mandatory service arsenal for any company operating under any sector be it healthcare, finance, infrastructure, telecom etc. Service desks are also helpful in drastic reduction of costs since each service line expertise would cost you more and the amount of time spent in diverting specific non supported tasks would be great.
Service Desks usually have a single managerial personnel managing a group of analysts who help users via phone calls, emails, chats and various other modes of contact. The performance of a service desk can be measured in terms of the number of calls its manages within a stipulated amount of time as designated by the company or mentioned in detail contracts if these services are outsourced to another organization. Abandoning calls is considered a taboo within the service desk industry and hence there are strict guidelines to ensure these are also enabled as a performance indicator to keep things in check.
Practically service desks can manage huge tasks and divert tons of tickets effectively to various parts of the organization enabling a drastic change in the way time is managed within these firms. Additionally the organization is further benefited if these service desks are outsourced to other countries with lesser salary bands.
Service Desk will become a firm IT segment in the future. I hope my few words have been helpful to as many of the readers of the above blog.
Please share a comment about the blog or on how I can improve the blog.
Regards,
NS
Service Desk is ideally a centralized support desk for all queries associated with an organisations for respective end users to contact. Imagine a centralized desk where you or any of your family members could report any issues or challenges you face in day to day life, it can be related to any topic from Finance to Mental health to Medicine to Children, ideally this would be called the Service Desk for your family.
Service Desk has evolved over a period of 15 years, earlier the IT market had only what were called as Technical Support Desks. The problem with technical support desks were that they would target a specific product or a technology rather than the entire service itself. Service Desk in turn targets anything and everything which can be considered as support for a end user Eg: Buying a laptop, resetting a password, unlocking an account, installing a software.
Service Desks are now a mandatory service arsenal for any company operating under any sector be it healthcare, finance, infrastructure, telecom etc. Service desks are also helpful in drastic reduction of costs since each service line expertise would cost you more and the amount of time spent in diverting specific non supported tasks would be great.
Service Desks usually have a single managerial personnel managing a group of analysts who help users via phone calls, emails, chats and various other modes of contact. The performance of a service desk can be measured in terms of the number of calls its manages within a stipulated amount of time as designated by the company or mentioned in detail contracts if these services are outsourced to another organization. Abandoning calls is considered a taboo within the service desk industry and hence there are strict guidelines to ensure these are also enabled as a performance indicator to keep things in check.
Practically service desks can manage huge tasks and divert tons of tickets effectively to various parts of the organization enabling a drastic change in the way time is managed within these firms. Additionally the organization is further benefited if these service desks are outsourced to other countries with lesser salary bands.
Service Desk will become a firm IT segment in the future. I hope my few words have been helpful to as many of the readers of the above blog.
Please share a comment about the blog or on how I can improve the blog.
Regards,
NS
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