The IT Service Desk: Key Steps for Setup
Setting up an IT Service Desk can be challenging, but with the right approach, it can greatly improve customer satisfaction and IT efficiency. Below are the essential steps to follow for a successful service desk setup.
People: Staffing the Service Desk
Having the right people on your service desk is critical. Ideal candidates should be personable, customer-focused, and have a basic understanding of technology. Service desk personnel shape overall customer satisfaction, so the right hire is essential. Consider:
- Customer service experience: Good phone manner and problem-solving abilities.
- Technical knowledge: Ability to handle basic IT issues. Higher-level support may require advanced technical expertise.
- Service Desk Managers: They play a key role in ensuring smooth operations, strong customer focus, and accountability across the IT team.
Processes: Common Pitfalls to Avoid
When setting up your service desk, be aware of process issues that can lower customer satisfaction:
- Shutting down channels too soon: Transition to new service portals should be gradual. Use great experiences to encourage adoption before phasing out old channels.
- Confusing voice menus: Keep menus simple and avoid overly complex options. Aim for 3-4 options per level to minimise frustration.
- Neglecting knowledge management: Building a strong knowledge base is key to service desk success. Every resolved ticket should create a new knowledge article.
- Overemphasis on call times: Focus on quality interactions, not just keeping wait times low. Proper staffing and knowledge management naturally balance call efficiency.
ITSM Technology: Tools to Consider
Service desk operations rely heavily on technology. The right tools enable efficient operations and quality service delivery. Here are essential systems to consider:
- Telephone Systems: An ACD (Automated Call Distribution) system integrates voice menus and skill-based routing.
- Service Management Platforms: Beyond ticketing, modern platforms manage incidents, service catalogs, problem management, and more.
- Incident Management: Ensure the platform supports categorisation, knowledge base integration, and automatic ticket assignment.
- Knowledge Base: A well-maintained knowledge base supports KCS (Knowledge-Centered Support) and should allow easy article creation, feedback, and approval processes.
- Request Fulfillment: Separate from incident management, request fulfillment should handle approvals, asset management, and fulfillment workflows.
- Service Catalog and Portal: The service catalog should be user-friendly, while the portal should provide self-service options, knowledge access, and request tracking.
Other Essential Service Desk Features
- Chat, Chatbots, and Virtual Assistants: Improve efficiency with chat capabilities and virtual assistants integrated into the service portal.
- Walk-Up Center Support: Service desks with walk-up centers need integrated queue management and ticketing tools.
- Integration Support: Ensure the platform can interface with other systems like asset management, configuration management, monitoring tools, and notification systems.
Conclusion
A well-planned IT Service Desk setup improves overall IT efficiency and customer satisfaction. Focus on the right people, streamlined processes, and reliable ITSM technology to create a successful and sustainable service desk.