Optimising IT Service Desk Efficiency And Adding Value

By Mark Watson|5 December 2018

Increasingly business leaders are looking to their IT service desk team to do more than troubleshoot issues and resolve incidents. They want IT support to be more proactive, add value and be more strategic in their approach. But at the same time IT teams often find that they’re fighting budget cuts and staffing shortages, making it difficult to do more with less.

There are ways to make your IT service desk more efficient and contribute more value to the organisation. This can help you to demonstrate ROI when negotiating for more resource and will alleviate some of the stress associated with being under resourced. In this blog post I share 3 ways to do it:

3 Ways To Achieve Service Desk Efficiency And Value Contribution

1. Eliminate problems at source. Many IT service desks fall into the habit of resolving tickets without looking at the root cause of the problem. As a result the same incidents occur again and again. Generally this is because service desk analysts are time poor, tickets are mounting up and providing a quick fix enables them to keep to targets and pacify disgruntled users.

Of course this is a false economy. In the long term service desk analysts spend disproportionate amounts of time resolving incidents that could have been avoided entirely, and customer satisfaction rates fall because of reoccurring issues.

Instead of benchmarking your IT support team by ticket resolutions, link performance metrics to more preventative objectives. If your team say they’ve got no time to investigate problems at source, free up their time by outsourcing 1st line service desk tickets so they can focus on preventative solutions and ultimately reducing ticket volumes.

2. Use self serve and next gen service desk solutions. Training, knowledge banks, chat bots and other self serve and automation solutions can reduce ticket volumes and your IT support team’s workload. They can also help manage workflows by ensuring that tickets are sent to the right channels. Increasingly users are tech savvy and able to resolve many issues themselves, given the option and simple instructions. Customer satisfaction rates also increase when resolutions are quick – resolving an issue for yourself is often much faster than raising a ticket and waiting in a queue.

3. Invest in your IT service desk team. Staff turnover is a significant challenge for many organisations as the pressures of providing reactive IT support has a negative impact on employee satisfaction and engagement. Recruiting IT professionals with the right skills and experience is also a challenge as it’s a competitive market.

If you want to retain staff, and their knowledge and skills within the business, invest in them. Aim for career progression in the organisation where service desk analysts pass on their expertise to new recruits, not take it to another company. Balance your in-house team with outsourcing solutions to remove some aspects of the service desk role that have a negative effect on retention. For example, by outsourcing 1st or 2nd line support your in-house team can focus on more rewarding work, and work that delivers real value to the organisation. Also read our previous article on 'IT Helpdesk Support Productivity cost savings and downtime.'

For more information about how to optimise your service desk efficiency, download our whitepaper:


Further Information

How to drive IT Service Desk efficiencies

Explore how your business can streamline your IT support creating opportunities that make savings, reduce downtime and improve productivity and focus your IT team’s resources on projects that will deliver positive ROI.


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