It’s service desk only for IT?05 de December de 2018 in Blog, Help Desk, How to, ITIL, Satisfaction, Software, Support
It has been a while since the service desk assignments stopped being just answering open tickets. With the advancement of technology and the transformations in the way the customers and brands relate, the service team has even more important responsibilities.
Of course, the team has developed strategies and procedures for delivering an efficient and effective service.
Does this strategy only apply to IT (usually responsible for the service desk) or can the idea and format of work be encompassed by other sectors? That’s what we’re going to discuss today. Follow along.
We can consider that the service desk is a help desk advance, because in addition to being able to solve more complex demands, it brings other aspects of customer service improvement. Be an internal customer, be an external customer. In general, service desk bases can support other industries in delivering quality and excellence to the customer.
Even if you have not formalized the service desk “dialogue” with other departments, know that much more of this service desk is already part of the activities of the structured sectors and focused on serving your client in the best way.
Believe me, the teachings of the service desk are already part of your business.
Do you know the pillars of the service desk? We will list the key ones below and show you that they are certainly already part of your scope of work. And, if you don’t do it yet, you will soon understand how these pillars can be applied.
- whole view of the problem and solution;
- optimization and integration of management processes;
- effective solutions to customer demands (internal and external);
- mapping processes;
- prevention of technical incidents and information security;
- empathy with the client;
- assistance in the execution and standardization of tasks and functions;
- SLAs as compasses for carrying out the work.
Need to talk about SLA…
When thinking about SLA always keep in mind “alignment of expectations”. What does that mean? Come on: SLA stands for Service Level Agreement and it is a document, a kind of contract, in which all the details of the service provision are listed.
From: what is the task, what is the goal, deadlines, responsible, possible related difficulties, resources involved and any other factor that is part of the work or sector. According to ABNT (Brazilian Association of Technical Standards) SLA is required for IT hiring. In other areas of the company, it can serve as a guide to have a better flow of work relationships and job performance.
The information contained in the SLA also serves as a basis for analyzing metrics and indicators of success.
Discover the advantages of being inspired by the service desk.
A department that is organized and committed to fully meet its demands can easily identify traces of the service desk. As you saw in the previous topic, none of the aspects is unique to the IT area and much has to contribute to the company as a whole.
We have raised three of the key advantages of applying service desk features in other departments. Check it out and see how it can all be adapted to the reality and needs of your business and your teams.
Increased employee productivity.
The automation of tasks and creating a smart (and shared) database of data streamlines access to customer history, information exchanged between sectors, reduces the time to build the solution, and enables effective methodologies to be performed for all the activities of the company.
Productivity is linked to well-being in the work environment. And one of the elements of well-being is the availability of resources necessary for the employee to perform his duties. In this way, we can expand the benefits of service desk even to personal fulfillment, which results in quality and commitment.
It is worth mentioning that productivity is linked to the good use of useful time and not to exhaustive production and without consistency to actually serve customers well.
One of the factors that most influence the quality of a service is the average waiting time. The more agility, the more chances of ensuring customer satisfaction. Added to the standardization of the processes and the workflow, together with the automation of the sorting step and after sending answers, it is possible to reach the solution more easily.
Besides, the integration between areas allows information to flow more smoothly and thus, it also supports the speed of call resolution. And you can be sure that all of these benefits noticed in the process reflect directly on the relationship with the customer and their experience with your company.
Saving of financial resources.
Investing in a service desk brings great results to the company, both in terms of cost savings and profitability. In addition to increased productivity and better use of resources, the company gains quality in its deliveries, avoids damages caused by the fragility of the system, reduces the customer’s dissatisfaction rate and even the turn-over.
Who does not want all those benefits for your company, right?
By relying on the service desk in addition improve processes, you can see that the consumer experience is even more rewarding and the chances of customer loyalty increase significantly.
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