Business leaders increasingly believe that IT has more important benefits than financial security. But finding, developing and retaining IT talent is a major hurdle. The demand for support services outstrips the ability of companies to find the staff and money to meet the demand. This results in many issues that hinder the customer experience.
Identifying common pain points can help companies resolve them quickly, operate more efficiently, and maintain customer satisfaction. IT teams can quickly respond to customers or colleagues who need technical assistance using automation. It streamlines communication with customers, allows IT to track issues quickly, and provides insight into common issues.
Cloud-based services, remote access, global connectivity, and mobility are just some of the new challenges and trends that help desk workers adapt. These things can put more pressure on the help desk. IT help desk operations can have a significant impact on the entire organization as today’s businesses are at the cutting edge of technology. They need advanced solutions to remain competitive and successful.
IT Service Desk Challenges
Many requests & cancellations
Without an effective system, it can be difficult to manage issues and services efficiently without sacrificing quality, such as expensive IT services. Having a system in place is important because it allows the service desk to focus on solving issues instead of wasting time taking calls, repeating email requests, or handling requests manually.
Queues fill up quickly and resolution times are long, making phone calls often time-consuming. This is not only bad for IT service support staff, but also for users who expect quick fixes. They often stand in line before speaking to anyone, which ruins the customer service experience and causes frustration.
Don’t forget to follow up
Real-time troubleshooting is becoming increasingly important as technology becomes an integral part of business operations. When service desks are flooded with requests to solve problems but lack the necessary communication tools, problems are compounded.
For example, according to a TechValidate survey, 43% of IT service desks follow up on user requests via email. When users have to manually process these requests, productivity will stop. IT support companies also miss the opportunity to collect data that can help identify common issues and ultimately speed up future decision-making. Therefore it is important to have a structured process for receiving tickets and a tool for reviewing the request.
Problems with user resources
Problems are often related to user tools, so understanding these things is important to create a solution. Although tedious, this teaches support staff how to solve certain problems. By analyzing service history, IT will be able to solve problems when users with the same asset ask for help, for example, instead of going through the troubleshooting process every time.
This greatly increases productivity, but when it is analyzed, it is often found that the definition of IT assets and the terms they write in software and journals have been made which, if not clearly defined, have the ability to create unreliable data.
Repetitive tasks take time
Service desks often deal with different questions and issues that are frequently asked every day, resulting in wasted time repeating the same tasks. Shockingly, most help desk calls involve password resets. When the end-user has access to important information or automated processes, they can solve problems on their own. Their absence can limit the ability of marketing activities and lead to higher costs.
The problem continues
The pain of unresolved issues is often related directly to dissatisfaction. Help desks can’t diagnose system problems quickly without effective log-keeping and data analysis software, causing time and resources to waste investigating and fixing the same issue over and over again.
It is difficult for the team to develop a comprehensive plan to manage these setbacks and reduce the volume of tickets issued and get to the root of the issues that users frequently report if valuable data is not collected. So, to maintain a successful IT help desk, automation and other technological advancements are essential.