Global Service Desk for Big Companies

26 Jun by Randy Pearson

Global Service Desk for Big Companies

It seems that the IT service desk has been under-appreciated for a while now. It appears necessary but seems to offer nothing else beyond responding to user issues. By just thinking with this mindset, you can see a loss in missed business opportunities. IT support desks can make a big difference in your company. In this article, you will learn how to take advantage and why you should.

Studies show that the help desk makes up for around 5 per cent of the companies IT spend, which is not much at all. IT service management within a company can represent a massive 50 per cent of the companies perceived value. So, why do people think that these service desks don’t matter and mean nothing? When in fact it is representing 50 per cent of your company maybe even more. With the adoption of the ITIL and the growing trends in globalisation the basic level 1 help service desk is coming out as the Global IT desk, and it seems it is a success.

Here are the ways that a service desk can add value to your business:

Gathering information

As it is the main point of communication for IT issues, the counter can be a huge source of data and information as to what is working within each organisation and what is failing. The data that is collected from the service is both comprehensive and in real-time and comes mainly from the business users — the ability to provide insight into what is working and what is not from the business perspective. Gathering information is essential in a business and service desk is where all the magic happens.

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Increasing the quality while reducing the costs

An excellent way to use information is to use the ITIL discipline in problem management. This means analysing data in order to identify and solve the leading cause of problems which will aid in avoiding the same issues in the future, so their user productivity is automatically boosted, and satisfaction is increased with a lower cost.

Advancements in the remote management tech show that the service desk can see too many end-user tech issues that would generally require on-site personnel. This lowers the cost to solve the problems while reducing the downtime.

Many companies have extended the service desk roles to add RIM including application monitoring, network and server and the resolution responsibilities. This reduces the staffing needs and lets the service desk solve the problems more time and cost efficiently.

Enabling Globalisation

Companies are now globalising their service desks in the early days, so a broader initiative is to globalise the IT. By implementing the global service desk with the consistent processes and equipment to provide a comprehensive view along with a better approach to the user support, which can help significantly with arranging the global enterprise techs. When there is the deployment of new tech the service desk allows for an excellent advocate for all end users working the positioning team which aids in anticipating the user challenges and bringing in further proactive actions in order to gain a smooth rollout that remains with uninterrupted productivity.

The global manufacturing industry has more than 10,000 end users from North America to Europe, and they took the particular approach ahead of positioning their first global applications. This helped to keep an efficient implementation with the added benefit of the worldwide service desk being implemented and raising the visibility along with the performance of the vendors assisting each customer manage vendors globally.

From lowering the costs of adding more efficiency and enabling the globalisation, the full potential is realised and how the service desk can be a success for all.