Are you ready to transform your service desk into a powerhouse of efficiency, customer satisfaction, and innovation? The Sunrise Software “A Guide on How to Become the Best Service Desk” guide is here to help you achieve just that! We’ve been in the service and help desk game for over 30 years. In that time, we’ve seen everything, from the early days of IT service management (ITSM) to the latest trends, including artificial intelligence (AI).
Whether your organization is just starting out or looking to elevate its current operations, the guide is packed with insights and practical tips on improvement. Here’s a sneak peek at what’s included in terms of ten tips and the associated guide coverage:
1) Build a Strong Service Desk Team
The foundation of any great service desk is a strong team. Learn how to:
- Attract – Draw in the right talent: Identify and attract individuals who not only have the right skills but also the right mindset.
- Recruit – Find your perfect match: Once you’ve attracted potential candidates, the recruitment process begins.
- Retain and train – Keep and develop your team: Once you’ve built your dream team, the next challenge is to keep them engaged and growing within the company.
2) Understand Your End-User’s Expectations of the Service Desk
Your end-users are at the heart of everything you do. Discover:
- Why service level agreements (SLAs) matter and how to implement them – SLAs are more than just documents; they’re tools for setting clear expectations and standards for service delivery.
- The rise of experience level agreements – XLAs are changing how IT support teams think about customer satisfaction.
3) Create a Service Catalogue
A well-defined service catalog is essential for clarity and efficiency. Learn:
- The benefits of a service catalog.
- What to include in your own service catalog and how to create one.
4) Offer a Self-Service Portal
Empower your end-users with a self-service portal. The guide shows you:
- What a self-service portal is.
- The benefits of having one.
- Top tips for your portal.
5) Automate Service Desk Processes to Boost Efficiency
Automation can significantly enhance your IT support performance. Explore:
- The benefits of automation.
- Automation ideas to supercharge your service delivery and minimize human error.
6) Understand and Manage Problems Effectively
Managing a service desk isn’t just about putting out fires; it’s about preventing them in the first place. Learn how to identify and manage potential risks and problems effectively to set your desk apart.
7) Follow ITIL Best Practices
Adopting ITIL 4 guidance can enhance your service desk processes. The guide covers:
- What being ITIL-aligned means.
- The benefits of ITIL alignment.
- Other frameworks to consider.
8) Keep Service Desk KPIs User-Focused
Improving your service desk’s effectiveness and efficiency is like navigating a ship without a compass if you’re not tracking key performance indicators (KPIs). Your KPIs should reflect the end-user experience. Discover:
- Why user-focused KPIs matter.
- Key performance metrics to track.
9) Obtain the SDI Accreditation for Your Service Desk
Gain recognition for your excellence with the SDI accreditation. The guide shares more details on the accreditation and why your organization should obtain it. Sunrise Software’s CEO, Dean Coleman, shares his experience of having worked with the SDI for many years.
10) Use the Right Service Desk or Service Management Tools
To become a great service desk, your organization needs more than just a skilled team and well-defined processes. The right service management tools can make all the difference. Find out what our tool recommendations are in the guide.
Ready to dive deeper? Download the full guide now to start your journey to becoming a great service desk! You can download the guide here.
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Emily Wright
Emily is the Marketing Manager at Sunrise Software, a company renowned for its 30 years of experience in providing adaptable service desk software solutions. With a passion for innovative marketing strategies and a keen eye for industry trends, Emily plays a pivotal role in embedding Sunrise Software within the service desk community.