A new employee is asking how to use a certain work application. Your teammate reports that they received a suspicious call asking for their credentials. Your boss acknowledges both concerns and uses ticketing tools software. Creation of tickets containing said issues follows. An IT service desk software then processes it.
IT service desk software is a tool for handling and managing tickets. A ticket contains a user's concern, issue, or technical problem. The service desk is the single point of contact (SPOC) between IT and users for daily work activities. It is capable of managing incidents or service disruptions.
ITarian's IT service desk software offers a cloud-based support ticket system. It is a part of aITSM software suite that offers the following:
- Remote Monitoring and Management (RMM).
- Patch Management.
- Endpoint Security Management.
- Network Assessment.
- Mobile Device Management.
- Software Deployment.
In this article, you will learn the different types of service desk and the benefits of using IT service desk software.
Types of Service Desk
A ticket represents a user's concern, issue, or technical difficulty. An IT service desk software handles and manages these tickets. These tickets are then classified according to severity, priority, and difficulty. Assigning these tickets to the correct agent with the right skill set follows.
Here are the four types of service desks:
|1. Local Service Desk||A local service desk attends to the needs of small and medium-sized businesses (SMBs). Most of the time, its location is within or near the company's premises. It is not capable of dealing with large numbers of service requests and calls.|
|2. Centralized Service Desk||This type of service desk is able to handle various tasks with only a few people in it. A centralized service desk can be a combination of several local service desks. This is a cost-effective solution.|
|3. Virtual Service Desk||This is the most common type of service desk. A single and central service desk handles all the tickets from various locations. It is like a centralized service desk, but this one does not have physical properties. Its setup is within a virtual environment.|
|4. "Follow the Sun" Service Desk||This is a combination of several types of service desks from various locations. It offers 24/7/365 services.|
The Benefits of IT Service Desk Software
Using ITarian's IT service desk software has various great features and it is free! Here are a few of the amazing benefits you get from using ITarian's IT service desk software:
|Benefit or Feature||Description or Summary|
|Accessible Anytime and Anywhere||Choose an IT service desk software that offers cloud-based solutions. ITarian helps in collecting tickets from various locations. This includes emails, web portals, and endpoint devices, among others. You also don't have to worry about the technical details, as it is cloud-based. Your cloud service provider handles and manages things for you.|
|Efficient Communication||ITarian's IT service desk software gives your clients the information they need. The recommendation contains customized greetings, automated emails and updates, and scripted responses.|
|Useful Workflows||ITarian's IT service desk software is effective in handling and managing tickets. It can automate the process of routing tickets. It also offers Service Level Agreement (SLA) tracking and handles and manages escalations.|
|Visibility and Reporting||One of the best features or benefits that you get from an IT service desk software is ease of use. ITarian has a friendly graphical user interface (GUI) with tracking and reporting functionalities. It also comes with analytics and customizable reports.|
|Integrated Knowledge Base||Combining all knowledge in a central place aids in decreasing recurring incidents. Your IT service desk software should also let you document problems and provide possible solutions. ITarian has all these functionalities and it's free!|
|Cost Reduction||An ideal IT service desk software assists your business in saving money, time, and effort. ITarian has various amazing features to give you without costing you a single penny!|
You now know what an IT service desk software is and the various types of service desk and its benefits. You also know that ITarian is an amazing product that offers many features. It is a cost-effective solution for your business's needs. Now is your chance to Get it, so sign up today!