Internal Messaging for a New Service Desk Outsourcing Solution

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Managing Perceptions and Educating Employees about the Service Desk

One of IT’s best practices is to establish a service desk as a central contact point to manage and prioritize service responses, gather records, and develop reports for the variety of issues that arise within any organization.  The service desk is this central point of contact and is designed specifically to provide a rapid response to employees in need of IT support by performing an initial triage of the end user’s issue.  As users call, email, or chat with the service desk, agents can efficiently and effectively capture all the information about the user and the incident and communicate it to the appropriate parties as needed. If the service desk has the training, documentation, and access to resolve the issue within a reasonable time-frame, they do so during that initial contact. If the issue requires a more advanced response or authorization (i.e. a new device request or software installation), a record of the service request is immediately forwarded to the appropriate team for resolution.

So how do most companies deliver the message when rolling out a new service desk outsourcing solution to their employees? Ideally, it’s best to start with an educational campaign, leveraging tools such as internal messaging (Outlook, intranet, newsletters, etc.) and perhaps even involvement by service desk management staff in a series of face to face meetings where people can interact directly and understand how the service will work going forward. While it may seem illogical that employees can no longer just grab an IT person as they walk by their desk, it’s important to explain the many valuable reasons why employees should follow the best practice of having all requests for IT service flow through a central point of contact, the service desk. Unlike in a walkup support scenario, a remote service desk agent sitting at his or her desk can more readily create a ticket and document the user and incident information. This will ensure more accurate reporting for root cause analysis, identifying trends, and monitoring both service levels and IT operational costs. What’s more, the service desk offers high availability since a team of agents manages the queue so that next inbound contact goes to the next agent ready to handle it. In contrast, snagging a technician on the way to their desk most likely means disrupting a task in progress.

Another benefit to underscore is that the service desk can handle thousands of contacts a month and will help to save the Level 2 and 3 teams time enabling them to work on more complex issues and projects without frequent interruption. Should the incident need to be escalated due to lengthy troubleshooting requirements, additional access, or an on-site presence, those teams will be able to hit the ground running upon receipt of a thoroughly triaged and documented ticket. Using that information, they can go to work right away on resolving the specific user issue and efficiently and effectively get the user back to work.

Once the service desk is up and running, end users are encouraged to complete a satisfaction survey typically sent to them via email when their incident is closed. That way the service desk can better gauge overall performance and more easily identify opportunities for improvement if the team lead can more easily locate the ticket, determine the problem, and take corrective action if necessary. At the same time, when there is positive feedback, IT teams frequently neglect to promote their myriad of accomplishments, but the fact is their efforts keep IT operations running smoothly, employees productive, and support friendly and knowledgeable. Getting that message across before a new service desk outsourcing solution is implemented will ensure that it’s utilized to its fullest potential.