IT Service Desk

The IT Service Desk is intended to be a primary point of engagement between users and an IT organization. According to the ITIL, the service desk is the single point of contact (SPOC) between the service provider (IT) and users for day-to-day activities. A service desk typically has a broad scope and is designed to provide the user with a single place to go for all their IT needs. This results in the service desk playing a pivotal role in facilitating the integration of business processes with the technology ecosystem and broader service management infrastructure.

Correspondence management is of paramount importance for all organizations, government agencies and other parties that must deal with deadlines, and seek the highest possible level of productivity, as well as an efficient control system to effectively govern the ever-increasing correspondence channels. This is where correspondence management systems come into play.

Types of Service Desks

Local Desk

Located within or near an enterprise's premises, it caters to the requirements of a small or medium-scale enterprise. It would help address requirements of country-wise or location-wise entities of an enterprise. However, this service desk would not be enough to handle large volumes of calls or service requests.

Centralized Desk

A more cost-effective and efficient solution for ticket management, the centralized service desk helps manage larger volumes of tickets/calls with fewer staff members. An enterprise that maintains local service desks will benefit by merging them into a centralized desk.

Virtual Desk

This is the most commonly used type of service desk among enterprises, corporate and IT companies. Through the Internet, a single, centralized Service Desk takes care of all tickets raised from all types of devices and entities in different geographical locations. The tickets can also be addressed and managed by personnel in various geographical locations.

Benefits of IT Service Desk

Anytime, Anywhere Access

The cloud-based solution lets you collect tickets from a variety of sources—including phone, web portal, email, or automatically from endpoint monitors—and even lets you access account tickets from a mobile app.

Effective Communications

Ensure that customers get the information they need throughout the resolution process with customized greetings, automated emails and updates, and scripted responses.

Efficient Workflows

Prioritize, handle, and escalate (when necessary) requests effectively with configurable ticket categories, automatic ticket routing, SLA tracking, and escalation procedures.

Visibility and Reporting

Online, easy-to-use dashboards and comprehensive tracking and reporting give you a view into service requests.

Shared Expertise

An integrated knowledge base helps your team avoid "reinventing the wheel" by documenting known issues and their resolutions.

User Experience

Branded customer portal builds consistency and confidence in the support process.

Knowledge Base

How it Works

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