High Performance Service Desk (HPSD)
An IT service desk is a central resource intended to provide the internal customers or end users with information and support related to a company's systems, equipment and technologies. In addition, they are responsible for relations with external suppliers who provide IT equipment and system maintenance services. One of the main purposes of an IT service desk is to troubleshoot problems or provide guidance for company IT services, computers, systems, and software. The IT service desk support their customers through various channels such as toll-free numbers, internal numbers, websites, instant messaging, email or issue tracking systems.
IT service desks are often structured into different levels or tiers to handle different types of questions. For example, a first level service desk will document the initial request or issue within an issue tracking system and may answer the questions or provide the information commonly found in a company knowledge base. If the issue is not resolved at the first level, it can be forwarded to a second level with resources to handle more complex issues. Organizations may also have a third line of support to deal with software or hardware specific needs, such as updates and bug fixes that directly affect a specific customer or organization or the entire company.
The issue tracking system allows the IT service desk to document, track and sort user requests and can frequently classify problems by user, computer program, or similar categories. The data, information, issues and solutions tracked within the issue tracking system can be grouped, analyzed and acted upon by the IT organization to improve services, systems, IT equipment, and operations.
IT service desk normally utilize a sophisticated computer system that can handle many types of customer interaction channels, such phone, email, chat and instant messaging. These types of systems can route customer contacts to the next available representative capable of provide needed services. Also, these systems may interface with company computer databases to provide self-help opportunities through an interactive voice response unit or website.
A High Performance IT Service Desk is an operationally excellent service center based on ITIL best practices design for management and support consistency with full command and control capabilities over all service desk operations with standard reporting and management metrics. A High Performance IT Service Desk uses effective implementation of issue tracking system, integrated contact channels, service technologies and processes to improve service and provide a superior user experience.
The LCI team can provide the experience and support you need to understand your challenges and develop a realistic strategy and action plan to transform your current center into a customer-centric, High Performance Center. Click this link to view LCI's HPC Solution paper.