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IT Service Desk can be defined as a centralised location to report and get immediate assistance towards technical problems or queries related to computer, internet, emails or network devices. As physical location of the service desk is immaterial and due to advancements in network performance and telecommunication, service desk can be accessible from anywhere in the world.
Modes of Communication
Service Desk can be contacted by any or all of the below mentioned channels of communication:
Voice calls: End users, channel partners, or employees contact the Service Desk using a dedicated local number. The Service Desk support system equipped with the state of the art contact centre solutions will then log the call, issue a ticket to the user, keep a track of the case until it is resolved.
E-Mail: Users have an option to send e-mails. Service Desk would then promptly log the concern in the knowledge base, and respond to e-mail appropriately and if the nature of the problem is such that it requires a conversation with the user, the representative will call the user and trouble shoot the problem.
Chat: Customers can also use live chat support to ask for information or to rectify specific issues.
Service Desk Benefits
Service Desk offers a SPOC (single point of contact) for IT users of an enterprise across various locations and geographies. The support is generally 24/7/365 and the technical support representatives are equipped with the required knowledge and skills to fix the problem by guiding the user on the call through pre defined steps (certified by the client). In case of complex issues, call is dispatched to an onsite technician with the related information.
It ensures that the enterprise is available for its user to offer solution to their problems, on demand.
Below are few key points listing the benefits of service desk:
1. Faster communication from IT dept. to users and vice-versa
2. Higher customer satisfaction
3. Quick turn-around for user requests.
4. Call tracking and regular follow-ups with technicians untill call resolution
5. On the spot solution for Level 1 troubleshooting calls
6. Call escalations to avoid unnecessary delays from technicians
7. SLA management of technicians
8. Reports to analyze missing infrastructure controls and processes
ROI
Overall cost towards problem resolution by second and third level technicians is much higher in comparison to resolution provided by the Service Desk. Optimum utilization of IT staff can be achieved by separating out initial call logging, information gathering, basic troubleshooting and issue tracking responsibilities to Service Desk. This provides higher satisfaction to the users, helps you in hiring optimum IT staff and also equips you to easily understand the pitfalls in IT infrastructure management processes and policies, by analyzing the reports prepared by Service Desk.
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Knowledge Center 
