Improve User Support with a Flexible, Integrated Service Desk

The service desk is often the face of the IT department organization-wide, so you want a solution that keeps your users happy. That means, primarily, a service desk that reduces mean time to resolution (MTTR) and helps ensure that issues are addressed properly on the first call. But today’s resource-constrained organizations also need a solution that minimizes IT workload and costs.

Fortunately, these two goals are not mutually exclusive. In fact, by automating and streamlining ticket creation and processing, you speed issue resolution — getting users back to work quickly and with less effort and frustration all around. It’s a win-win.

The key is choosing a flexible, integrated service desk solution. Be sure to look for the following features and functionality:

  • User self-service and an integrated knowledge base — Users should be able to perform frequently needed tasks, such as password resets, without help from IT. Providing them with information about known issues and workarounds and keeping them updated about current problems will further reduce ticket volume and IT help desk workload.
  • Easy ticket creation — Users should also be able to easily report issues and include relevant information, such as screen shots. But you should also future-proof your investment by choosing a solution that integrates with email-enabled devices and the internet of things (IoT). That way, as you adopt more of those devices, they will be able to proactively report their own existing or impending problems (such as a printer running low on toner).
  • Easy access to ticket status — A solution that keeps both IT staff and users informed about ticket status will reduce phone calls, frustration and confusion.
  • Multiple ticket queues — Look for a flexible solution that can serve multiple concerns or departments. For example, one queue might process users’ IT issues while another handles building maintenance requests.
  • Automated workflows — Look for help desk software that makes it easy to automate routine tasks such as onboarding. This automation improves user satisfaction and productivity while reducing IT workload.
  • Automated ticket assignment and escalation — An IT ticketing system that can automatically direct tickets to engineers who have both availability and the necessarily skill set will help ensure first-call resolution. Similarly, the ability to automatically escalate stalled tickets through the appropriate channels will help keep them moving so you can meet your SLAs.
  • Seamless integration with other systems — Service desk technicians and IT engineers should be able to easily access relevant information, including device and user history and details about how other tickets have been resolved in the past. But a service desk should go further, enabling easy integration that enables technicians to perform software asset management tasks such as distributing software updates and deploying patches, as well as tasks like pinging a host to check network status and latency, all directly from one management console. The ticketing software should also integrate seamlessly with your email system for both inbound and outbound messages.
  • Mobile access — In today’s mobile economy, organizations need a solution that enables both IT staff and end users to access information and perform tasks on the go.

Where can you get all this?

The Dell KACE K1000 Systems Management Appliance includes a service desk that delivers all these features and more. This flexible, integrated solution is easy for both end users and IT staff to use. It empowers users with an intuitive self-service portal while giving you the flexibility to customize tickets and queues and to automate a wide range of processes. Integration with other systems enables further automation and speeds access to information and functionality required for issue resolution. And its mobile app supports both end users and IT staff any time, anywhere.

To Learn More

To learn more about how to choose a service desk solution that will make your users happy and your IT staff more productive, check out our new whitepaper, “The Ten Key Features You Need in a Service Desk Solution.”

About the Author