How to Improve Service Desk for Better Customer Satisfaction?

The Information Technology Infrastructure Library (ITIL) considers the service desk as a particular part of a service management structure. In this case, service desk refers to a single point of contact that can be utilized by both end users and technical professionals. In general, a help desk or call center has the resources to deal with requests for assistance or troubleshooting. Although some customer service desks may only be ticket-taking or information-gathering systems, strictly speaking a service desk actually implies that those staffing the desk have the ability to correct or fix the systems that customers are calling about.

The Methods of How to Improve Service Desk

The primary goal of the service desk is to deliver business value by maintaining stable operations on a day-to-day basis. Ensuring consistent productivity hinges on being able to meet customer demands in a timely and efficient manner. As such, creating value hinges on maximizing the customer experience. Here are four things you can develop to establish better customer satisfaction with your IT service desk:

Service Desk Improvement
# 1: Develop Your First Contact Rate

Users do not want to have to create multiple support tickets, call the IT service desk multiple times, or having to engage with support staff several times. Instead, users want a simple way to do it. They want to submit a support ticket or call the service desk and hand-off the issue so they can focus on their other pressing tasks. If a user must continually go back and forth with the support team, they are going to be much less satisfied with the service they receive. Delivering meaningful value hinges on being able to improve your first contact rate and save users from making frequent support requests to settle issues.

# 2: Measure End-User Satisfaction

The end-user’s satisfaction is just as important as your satisfaction. Create basic surveys, meet with business users periodically, and take the time to get a better understanding of your customer base. These steps will help you to gauge how satisfied users are with your services. You can also established key metrics to improve your understanding of what your business users need and how you can maximize value for them. Your metrics can also change and evolve over time.

# 3: Invest in Training

An expert is trusted for their field of expertise. If the modern times dictate for intense training, they should get their hands on it right away. Training can play a huge role in empowering your staff to create a better customer experience. Training your staff in more than just tech support can give them the tools they need to interact with business users in the best way possible. Training your workers in customer-centric operations can create meaningful value for internal staff and external customers.

# 4: Master the Service Quality

Having a deep understanding of your service desk's qualities plays an essential role in maintaining high user satisfaction rates. For example, if you find that users are dissatisfied with resolution times, tracking key performance indicators can give you a better understanding of how your support team operates and help you to discover where your bottlenecks reside. Having these metrics on hand can help you identify key ways to improve upon problematic areas to increase overall customer satisfaction.


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IT Service Desk