With technology embedded in the fabric of daily operations, a seamless IT support system is vital. This blog will explore the journey from traditional IT service desks, characterised by their reactive support and manual processes, to the modern IT service desks that are shaping the future of business operations.
What’s the difference between a traditional and modern service desk?
A traditional service desk would typically have a member of the IT team at the end of the phone or email thread talking the user through a break-fix. Often, the issues experienced by the user would reoccur sometime later and the cycle would begin again. A modernised service desk goes beyond responding to calls and emails. The holistic perspective is geared towards problem management, looking at trends and fixing issues before they arise. The benefit of doing so ensures that problems are fixed at the root cause, rather than relying on customers identifying issues, preventing future outages – fixing problems before they arise.
Transitioning to a modern IT service desk improves efficiency and costs. Its proactive nature allows IT staff to allocate their time and workload to where the problems are and target fixing those. Identifying key issues also benefits IT teams by revealing areas where there’s an opportunity to upskill team knowledge, facilitating targeted professional development.
Investing in industry-standard skills and developing the service desk team can improve retention in what is typically an entry-level position with a high turnover rate. The team can improvise, enjoy their work, use their skills and progress, becoming engineers.
What does the transition from a traditional service desk to a modern service desk look like?
When transitioning from a traditional service desk to a modern one, it’s important that there is a positive culture surrounding the change. Ensure that staff understand the goal and are brought along on the journey. By involving key stakeholders in the testing and implementation process, missed opportunities can be identified that may have been overlooked.
Consider how the organisational structure supports the ultimate goal by aligning the accountabilities. This will help staff know which team is responsible for what and how that works in practice when serving the customer base.
The initiative should be guided by a clear goal, supported by measurable metrics. To ensure a smooth transition, it’s essential to implement a structured approach, involving experts at each phase. A critical step involves reviewing and adapting current processes. Equally important is thorough testing to ensure everything works as intended. Beyond the legal and procedural requirements, it’s vital to allow time for organic change, enabling the new processes to seamlessly integrate and take root.
How can your organisation benefit from the modernisation?
An effective service desk can support your organisation’s growth. It goes beyond troubleshooting, it’s about delivering better customer service, impacting the overall customer experience. A modern service desk can play a pivotal role in career development by nurturing talent. This holistic approach not only benefits the internal team but also strengthens customer relationships, ultimately contributing to the organisation’s success.
In conclusion, transitioning from a traditional service desk to a modern one is not just about implementing new technologies, it’s about transforming the way we think about support and service delivery. By focusing on proactive problem identification and fix management, we can create service desks that are not only fit for purpose but also capable of evolving to meet the needs of tomorrow.
If you’d like to hear more from us about the evolution of the IT service desk and the shift from traditional to modern approaches, take a look at episode six of The Cantium Podcast with our host Sam McLoughlin, Systems Management Lead, and guest Adam Knapp, Head of Service Desk.