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The Service Desk: Satisfying Customer’s Needs

You are importantThe Service Desk in any IT organization is the primary point of contact for customers and users for Service Requests and some Requests for Change as well as when there is a service disruption. The Service Desk ensures that users and customers are receiving the information they need and are kept fully informed about the progress of their Request(s).  The main objective of the Service Desk is to deal with Service Events and interact with the public through different modes of communication such as telephone calls, the internet or some other form of web interface, and automatically reported Service Events.

Why Should an Organization Implement a Service Desk?

  • A Service Desk is an important part of an organization’s IT department as it is the main point of contact for users.  Service Desk personnel will use software tools to log and manage all Service Events that occur within an organization.
  • A good Service Desk can often offset deficiencies in other places within an IT organization.
  • A Service Desk can improve customer service.
  • A Service Desk can improve customer perceptions about an IT organization by satisfying his or her needs.
  • There is an increased convenience for users and service providers by having a fixed department to sort through Service Events and Service Requests.
  • Service Requests have a faster turnaround.
  • There is improved teamwork and communication in an organization.
  • A Service Desk can help improve the productivity of an organization.

Service Desk Organizational Structure

There are many different ways of structuring and locating a Service Desk in an organization.  However, each organization will have to look at their needs to figure out which structure is best for them. There are four primary choices:

  • Local Service Desk: This Service Desk concentrates on the local users.  This means that the Service Desk is positioned within or in close proximity to the clients it serves. A Local Service Desk provides a visible presence and can improve communication between users and the organization.  This structure can accommodate language and cultural differences as well as specialized groups of users; however, there are usually high personnel and infrastructure costs involved.  This structure is not always efficient when compared to the frequency of Requests.
  • Centralized Service Desk: With a Centralized Service Desk, all customer service communications are directed to a single, specific location.  This means that there is fewer staff to deal with a higher volume of Requests, so it can be cost-effective for the company.
  • Virtual Service Desk: The use of technology has given birth to the Virtual Service Desk.  This Service Desk combines the features of the Local Service Desk with the Centralized Service Desk.  To users, it appears that the IT personnel are in one, centralized location when, in fact, the personnel could be located anywhere across the globe.
  • Follow the Sun Service Desk: Service Desks are located within different time zones so the organization always has 24-hour coverage by passing calls to a location where staff is present.

To learn more about the Service Desk’s functionality, contact Ashford Global IT today!

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