Now that you know what a service desk is, it's time to understand the benefits of this service.
Do support work in the IT area
Virtually every business today needs to invest in technology, if only on a simple website. The consumer 3.0 , now much more connected, requires an online service .
And, in order to be able to offer omnichannel service , that is, customer support that happens simultaneously in all media, you will need IT help.
It has an advisory character
The consultative character of the service desk is one of its main differentials in relation to the traditional help desk, as it is not restricted to simple questions of technical support.
It helps in obtaining expressive results for the company, analyzing how the IT area can specifically help the organization to achieve the desired results.
Works with goals
The service desk also works with goals. The person responsible for the account at the IT company will define, together with the manager, where they want to go with information technology.
From there , goals are defined , which must be achieved by the IT team within the specified period.
The goals usually involve the number of calls made, the rate of problem resolution in the first contact and even customer satisfaction with the service.
Assists in the programmed growth of the organization
With everything we've talked about so far and knowing what service desk is and how it works, you may have realized that it can help a lot in the company's growth .
This is made possible thanks to the goals set. When fulfilled, the contracting company and the contractor converge their efforts towards common goals.
Read MOre: service desk roles
Do support work in the IT area
Virtually every business today needs to invest in technology, if only on a simple website. The consumer 3.0 , now much more connected, requires an online service .
And, in order to be able to offer omnichannel service , that is, customer support that happens simultaneously in all media, you will need IT help.
It has an advisory character
The consultative character of the service desk is one of its main differentials in relation to the traditional help desk, as it is not restricted to simple questions of technical support.
It helps in obtaining expressive results for the company, analyzing how the IT area can specifically help the organization to achieve the desired results.
Works with goals
The service desk also works with goals. The person responsible for the account at the IT company will define, together with the manager, where they want to go with information technology.
From there , goals are defined , which must be achieved by the IT team within the specified period.
The goals usually involve the number of calls made, the rate of problem resolution in the first contact and even customer satisfaction with the service.
Assists in the programmed growth of the organization
With everything we've talked about so far and knowing what service desk is and how it works, you may have realized that it can help a lot in the company's growth .
This is made possible thanks to the goals set. When fulfilled, the contracting company and the contractor converge their efforts towards common goals.
Read MOre: service desk roles
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