A Service Desk is an IT resource for organizations working with ITSM which is the acronym of IT Service Management which is defined in IT Infrastructure Library. This software is intended to be the Single Point of Contact (SPOC) towards the customers of the IT department, usually the users in the company. However, the difference is quite big when looking deeper into what this software can deliver. This software works to support the different ITSM processes used in the company and the Service Desk is not a process itself, it is called a function.
Help desk support software is very essential software for any new or existing online business. Even if the majority of the business is off-line, many people prefer online product and service support. Customers want their questions answered quickly. Help desk software is an easy-to-use and useful tool for the growth of the business. The benefits of help desk support software may include an increase in customer satisfaction and gives more productivity and it also gives the ability to determine and helps to manage the issues with their service or products. It also gives consistent feedback which can help the growth of the company. Both customers and the service provider will benefit from a productive help desk program. The help desk support software programs allow the end-user to compile a list of FAQ’s and it gives a better service to the client base.
Role Of Service Desk Automation:
All incidents and user queries are owned by the Service Desk and it is up to the Service Desk automation helps to sure the user’s queries are solved, or if they have sent the request somewhere else. It is the responsibility of the Service Desk to make sure that services that are provided are working and if any of the IT service is not working, the Service Desk should try to get it up and should answer and solve the issues as soon as possible and it should also give system support to the users. They are responsible for making sure that all the issues and user queries are managed as promised. The service desk software’s function includes.
- Generating emails and monitoring of requests.
- Should enhance internal chat with storing of conversations if the request is generated.
- Interface customization should be customized to support the processes and the organization should provide the best service.
- Automated workflow engine to make as much as possible automated.
- Flexible reports as needed to monitor the progress of requests.
- Dashboard for the personnel to give possibilities to easily know what needs to be done.
- Automated monitoring of requests according to what is promised in the SLA, and many more operations.
Since this software is the single point of contact with the users, it is often set that all communication should be going through the Service Desk including questions that have to be asked by any of the service providers. The communication then goes back and forth through the software. For more details refer https://aisera.com/request-a-demo-with-aisera-ai-for-itsm/.