In this video Mark Watson, Operations Director at Cloud Business, explains what makes a great IT service desk. If you’re looking to outsource your organisation’s internal service desk for the first time, or switch providers, these insights will help you identify the good, the bad and the ugly!
What to look for when outsourcing your IT service desk
In summary, these are the key things to look for when outsourcing your IT service desk:
Great people – ensuring your end-users can use their technology is all about delivering a fantastic service. And to do that you need great people. People that have the technical skills needed to resolve issues quickly, and also the communication skills that help your users get the most out of their technology.
Personal relationships – as an extension to your IT team, an IT service desk has to build working relationships with you, your team and your end-users.
Amazing customer experience – people should be at the heart of any IT service, but IT service desks need to go above and beyond to deliver a customer experience that turns what are often problems into positive outcomes.
Flexibility & adaptability – your organisation is constantly changing, so is technology, so no IT service desk should stand still. Every customer is different, so trying to fit them to a service rather than designing the service around their needs is never going to be a satisfactory experience.
Continued service improvement – learning from our experience and yours is also part for what makes a great IT service desk. We continually review our service and adapt it to deliver more value for our customers.
Innovative tools – ITSM tools ensure the service desk team manage tickets effectively and meet SLAs, but other tools are also important. A self-service portal provides users with different ways to make requests, raise tickets and also access basic support through a knowledge base. The key is to give your users choice so they can get the support they need in their preferred way. As a result this has positive impact on technology adoption as users find it easy to access support and get answers to their questions.
If you would like a chat about your IT service desk, please get in touch >