Service Desk

1. A functional unit of the company, which is oriented to work with specific events concerning the services provided by this company. These events are received by the Service Desk via a feedback form, phone number, online chat, etc.
2. Single Point Of Contact.
3. Single Point Of Contact – a single point of contact, a method of interaction between the company’s customers or the user of its services and the service provider.

The main objective (primary aim) of the Service Desk is to restore the optimal level of service as quickly as possible. In this situation, “restoring the optimal level of service” can be understood as quite a few problems that need to be eliminated:

• equipment failure;
• problems with software;
• unsatisfied request for some service;
• fulfillment of a service request, etc.

Dispatch service is obliged to do everything to ensure that the end user of the service is satisfied with the service and continue cooperation with the company.

Some of the intricacies of Service Desk

The emergence of Service Desk in the market is a logical extension of the introduction of a service-based approach to customer service. If users in the IT niche use any services, then in case of any problematic situations it is necessary to create an optimal point of contact between these users and company representatives.

Therefore, Service Desk can be considered as a kind of buffer interface, functioning between the service user and IT-company, which allows to organize the interaction between the representatives of the support service and service users.

Benefits of the solution

Service Desk organization gives the company the following advantages:

• maximum convenience for users, as they contact support through a single point;
• even with an increase in the flow of requests Service Desk allows you to cope with requests, using the scheme of separation of requests (for example, one group of operators works with technical problems, another – with financial problems, etc.).

Service Desk also involves the collection of statistics on calls with their further analysis and parsing. This allows the company to identify its strengths and weaknesses, optimize some business processes and more.