IT is the backbone of modern enterprises. It keeps an organization operating at maximum efficiency and employees working productively. But keeping an IT help desk or service desk running smoothly to support these workers can be a constant challenge. Many help desks wrestle with a lack of resources and outdated tools and processes, making life difficult for both users and help desk staff. The reasons for these challenges vary.
Some organizations don’t have the expertise or the time to handle ongoing issues. Still others struggle with processes, whether they are for training people, implementing new technology or making the help desk more efficient, productive and automated. For companies that struggle with these issues, it might be time to consider outsourcing Level One help desk to a credible and competent partner – and explore the future ready service desk.
The future-ready service desk
The goal of the helpdesk shouldn’t just be to catch and dispatch tickets, but rather to transform itself into a service desk that delivers value to the business and meets corporate objectives. These include reducing IT incident volumes and costs, increasing customer satisfaction, and improving the accuracy and frequency of operational information. The future-ready service desk increases opportunities for self-help, lessens the impact and the cost of downtime due to IT service outages, and reduces the overall total cost of support through process improvements.
Hitachi Level One Service Desk is the single point of contact for all IT-related issues globally to provide support for nearly any concern. Our service desk solution focuses on the end user, providing tailored IT support across all devices. Our mobile capabilities are designed to give end users quick resolution with multiple choices for service requests. Our support offering includes 24/7 technical support, password resets, access management and remote desktop support. It also offers request fulfillment, call/ticket routing and effective transfers to higher levels of support.
We deliver traditional helpdesk capabilities with well-defined processes that help us log, track and resolve end-user issues quickly. We handle customer issues in an appropriate way while delivering key performance indicator (KPI), service level agreement (SLA) and customer satisfaction (CSAT) reporting so you know your service desk is running at top form.
Our service desk offers automation capabilities that focus on reducing costs, removing human error, improving efficiency and productivity, and providing consistent and reliable services. Automation is integrated into our global ticketing system, with capabilities such as our classifier bot, which performs automatic triaging and assignment based on historical data. The classifier bot reduces idle waiting time, helps decrease the resolution time, and eliminates human errors.
In addition to our multilayer service desk support, we provide a number of other services such as deskside support, return material authorization (RMA), asset management and mobility services that make our single point of contact a reality. Through our Workstation and Image Management Solution (WIMS), we offer a full end-to-end managed solution for distributing hardware. We fulfill client machines, desktops and laptops globally to any organization, provide centralized imaging, handle and allocate licenses, and deliver cloud-enabled endpoint management and single-source decommissioning. We manage hardware throughout its lifecycle.
