The Modern-Day IT Service Desk

In our latest episode of The Cantium Podcast, we discuss how shifting IT Service Desks from traditional to modern models enables proactive problem management and enhances the customer experience. Hosted by Sam McLoughlin, Systems Management Lead and guest Adam Knapp, Head of Service Desk, our expert panel discuss how organisations can evolve their IT service capabilities.

Traditionally, IT service desks have operated on a break-fix model, focusing on troubleshooting issues as they arise. However, with advancements in technology, modern IT service desks take a more proactive approach by solving problems before they arise. This shift allows IT teams to not only resolve issues more efficiently, but also anticipate and prevent them.

A portion of the podcast addresses the unique challenges faced by public sector IT service desks. Adam shares some of these challenges, including budget constraints, the urgent need for automation and balancing cost against the quality of service.

Our panel also discuss the advantages of modernising IT service desks. Adam outlines how adopting a more proactive approach can lead to significant efficiencies and cost savings. By reallocating time and resources strategically, organisations can enhance their focus on core activities, ultimately benefiting both staff and customers.

The podcast explores how modernisation impacts staff dynamics, highlighting that investing in skills development and training fosters a motivated and skilled workforce. Adam pointed out that making these investments can lead to improved staff retention, as employees feel valued and supported in their professional growth. Nurturing talent in this way can significantly help in achieving business goals and enhancing the customer experience.

Transitioning to a modern IT service desk requires careful planning and clear objectives. Our expert panel emphasise the need to align responsibilities and engage staff in the process. They share valuable lessons learned from their own experiences, such as the importance of thorough testing and collaborating with stakeholders.

This episode of The Cantium Podcast aims to provide valuable insights for organisations looking to transform their IT service desks, sharing both the challenges and rewards of modernisation.