Traditional service desk measurements no longer make the grade, here is a way to transition what has been a service model executed as a capital expense into one of value-add.
The steps we need to consider…
1. DEFINE THE ROLE A SERVICE DESK SHOULD PLAY The old model role “provide aid to associates on technology issues”. Instead, think: “reduce employee downtime and maximize their productivity”… the path to adding real value for the company!
2. PERFORMANCE METRICS OF SUCCESS Instead of: time to answer, number of phone calls taken, timely reporting – instead measure: first call resolution (80%+), lower response times, educating associates to minimize issue recurrence.
3.LISTEN TO END USERS, ACT ON THEIR FEEDBACK Service desks need to evolve and adjust to changes in business needs and technologies, and to the end user themselves. We need to interact with millennials differently than with older end users. Seek feedback on: timeliness of response, effectiveness of resolution, communication methods, educations, and overall satisfaction.
4. SELF-SERVICE ADOPTION Accept tickets by phone and email only? Consider deflecting many service desk calls with an end user self-service portal. Users can locate prior responses to similar issues from your knowledge base and may solve the issue without a ticket submission at all! Other capabilities include a chat function for a quick and easy ticket submission.
5. A KNOWLEDGE-BASE PLATFORM Encourage pro-active knowledge base submissions. Valuable information is rarely shared, and by empowering end users with a platform for quick and easy submissions, we build the knowledge base faster, more efficiently, and make it actionable.
6. TRAINING SERVICE DESK TEAM Training enables your service desk staff to confidently and accurately handle questions that come their way.
7. PUBLISH A SERVICE DESK CATALOG This document brings consistency & structure to the interface between end user and service desk technician. It showcases scope of service, methods of engagement (calls, email, chat, text), reduces service desk costs, increases end user experience.
8. REFRESH SERVICE DESK TECHNOLOGY Using legacy technology you miss opportunities to improve service effectiveness. New features automate workflows (even automated resolutions with monitoring & remediation systems), offer remote support,
advanced analytics, and is highly mobile with user access from any technology – tablets and smartphones wherever and however they need it.
9. BEST PRACTICES Clearly defined processes and measurements, service desk team collaborations, reduce costly escalations, and evaluate the impact on the organization.
10. CELEBRATE SUCCESS Track & reward contributions from the service desk team, base it on the value they are delivering
to the organization and you will retain your top performers and incent them to strive for higher achievements.
YOU CAN’T BE EVERYTHING TO EVERYONE. Determine what you can or should support internally, consider 3rd party service organizations like NSA for areas you do not have in-house competency. If you elect to build it on your own there is significant investment in platforms, training, and culture, so it will take time. We invite you to contact NSA and let us deliver you value, quickly and effectively
For More Info : Visit Here : https://www.nsacom.com/
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