Happy and satisfied customers are a great contributing factor to business’ greater revenue opportunities. Quality customer satisfaction can also help in building a company’s brand image, which further influences customer loyalty. This aspect is especially crucial in the kind of competitive era we live in today.
In light of this, organizations need to have round-the-clock quality customer assistance, such as a service desk, in place. This will help them provide class-A customer service and support within the accepted SLA.
What is Service Desk?
A service desk is designed to be the primary point of engagement between users and an IT organization. It is also the single point of contact (SPOC) between the service provider (IT) and users for everyday activities. In simpler words, a service desk is intended to provide users with a single place to go for all their IT needs.
A service desk can also be combined with other business processes such as:
- Employee Onboarding
- Data Access Management
- Acquisition Integration
- Reporting and Metrics management
- Supplier/Partner Onboarding and Off-boarding
- Infrastructure/Service Monitoring
- Business Continuity Management
Four Types of Service Desk
Let’s take a closer look at the four different classifications of a service desk.
- Local Service Desk
This kind of service desk tends to the requirements of a small or medium-scale enterprise or SME. It is located within or near a company’s premises and helps tackle the requirements of location-wise entities of an organization. The thing, however, is that is cannot handle large volumes of calls or service requests.
- Centralized Service Desk
The centralized service desk is a more economical and effective solution for ticket management, which helps to control larger volumes of tickets or calls with fewer staff members. Companies also have to option to unite a centralized service desk with local desks for better results.
- Virtual Service Desk
This is the most popular type of service desk used among enterprises, corporates and IT companies. It allows a single centralized service desk to manage every ticket raised from all kinds of devices and entities, in different geographical locations, using the Internet.
- Follow-the -Sun Service
This enables enterprises to integrate several service desks that are located at multiple geographical locations to provide round-the-clock service.
Benefits of a Service Desk
Here are a few more benefits your company can get from a quality service desk:
Single point of communication
A service desk acts as a one-stop solution for every customer support, queries, requests, complaints and assistance needs. It grants your customer support team to handle all customer complaints and requests from one place without any hassle.
Stronger customer relationships
One of the biggest advantages of a well-founded service desk is that it improves customer satisfaction. By providing well-grounded customer support and assistance, your company can keep healthy and profitable relationships with both new and existing customers.
A service desk can increase process efficiency, especially since it is often a part of corporate IT departments. Specialists can share technical information, which allows them to learn from one another and resolve issues faster.
Powerful brand image and reputation
Top-quality customer support and assistance are one of the crucial requirements for earning customer satisfaction – an aspect ensured by a dependable service desk. When you have loyal and happy customers, you also have a greater opportunity in developing a stronger brand image and a better reputation.
With the right data and tools for evaluating patterns and trends, companies can also use a service desk as a monitoring tool to determine and preemptively address service issues, based on the volume of problems and requests that it handles. This permits proactive problem management, which can significantly reduce the user impacts of outages and service degradation.
Faster resolution timing
An advanced service desk solution minimizes the total time spent on resolving a problem as it simplifies different complex and time taking day-to-day processes. This enables your customer support team to save important time and efforts spent on handling customer complaints and requests.
A service desk looks after the majority of tasks an organization runs simultaneously 24/7. As such, having a reliable service desk can help your company in better facilitating your office work and allowing more streamlined business operations. Just keep in mind that every organization is unique, which is why your service desk and the tools you use must be fully aligned with your business needs.
Ultimate Technical Solutions, Inc.
UTSI provides service desk services to help resolve your technology problems as they arise. Our team of experts is available on-call to create tickets and get your technology back to working condition immediately. Contact us at (504) 539-4160 for more information.