How to Solve 3 Common IT Service Desk Challenges

If you have experience in IT, you know that minor issues and anomalies in IT services can easily become a huge bottleneck for technicians. Without the right IT service desk technology, manual processing can bog down your resources and cause unnecessary waits for those needing help. As a result, end user satisfaction will start to fall as people suffer through long hold queues and waste valuable work hours trying to resolve issues instead of focusing on their own projects. In this article, we will discuss three challenges faced by the IT service desk and how you can overcome them.

Challenge 1: Reducing Issue Overload

Time is money – that’s especially true when it comes to IT services. Without processes in place to effectively answer everyday questions or address minor issues, high-volume IT departments can easily spend hours answering phones or requests sent by multichannel support systems. This leaves little time in their workday to address larger issues and act proactively to prevent any protentional problems.

One way to resolve this challenge is to use an ITSM platform and create an easy-to-use self-service portal with a rich knowledge base. An IT self-service portal is a place where users can go first and look up their own answers to try to resolve their issues. If they can’t find what they need within the knowledge base, they can hit a button within the portal and request support online. The best way to do this is to leverage a service catalog so that issues are properly organized and routed – this is another big time saver.

If nothing else, you need to make sure your IT self-service portal has a knowledge base with great search capacity and a proper service catalog. If you need inspiration, you can have a look at some stellar portals here.

Challenge 2: Reducing Long Resolution Times and Lost Issues

Customers want their issues to be resolved quickly and accurately. But without proper communication tools, IT departments can struggle to meet service level commitments. In addition, it can be hard for IT leaders to gather data and have visibility around where there can be improvements and efficiency gains. A good way to see if you have an issue here is to track SLAs. You can do this using a technology package within your ITSM that allows you to flag tickets that are approaching deadlines to meet the SLA.

Next, following a formal ITIL framework will help expedite resolution times. Incident and request management ensures that you can keep track of the status, giving clear visibility into timelines and deliverables. Consequently, if any incident or request takes too long to resolve, the incident management solution will alert IT service staff right away.

Challenge 3: Preventing Recurring Issues

Recurring issues are a common problem for IT service desk departments. These types of issues can take up a significant amount of time for IT staff, delaying progress on other initiatives. In many cases, users report the same kind of incidents – for example, several employees might complain about losing access to the corporate database. If you are using only a basic ticketing system, you might find yourself replying with the same solution over and over again. With a self-service portal and knowledge base, people can search for their issues and find their own solution without ever needing to submit a support ticket.

In addition, a knowledge base can help IT service staff understand trends and popular topics/issues so they can proactively mitigate any issues that might arise with changes to systems or through the introduction of new software or tech.

To build a proper knowledge base you can follow the principals of Knowledge-Centered Service (KCS®) and resolve issues faster while optimizing IT resources. By promoting self-service as the primary method for customers in need of IT support you can save time and money.

Editor’s note: This post was originally published in November 2020 and has been updated with new information.

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