Service desk
Blueprint
The service desk is the entry point for users to get help. IT must ensure the first line of interaction has the knowledge and tools they need to resolve quickly and preferably on first contact.
Read moreGuided Implementation
If you want extra help, Info-Tech is just a phone call away and can assist you with your project through a Guided Implementation. These are a series of analyst phone calls scheduled around key milestones in your project lifecycle.
Onsite Workshop
Onsite Workshops offer an easy way to accelerate your project. If you are unable to do the project yourself, and a Guided Implementation isn't enough, we offer low-cost onsite delivery of our Project Workshops.
Book NowStandardize the Service Desk of Managed Service Providers
Blueprint: Industry Coverage
Leverage this storyboard to standardize and modernize the service desk of MSPs that delivers high customer satisfaction and experience. A standardized service desk enables MSPs to grow businesses and stay profitable by focusing on and improving people, processes, and technology.
Build a value-driven, efficient, and profitable service desk.
Leverage this storyboard to standardize and modernize the service desk of MSPs that delivers high customer satisfaction and experience. A standardized service desk enables MSPs to grow businesses and stay profitable by focusing on and improving people, processes, and technology. Build a value-driven, efficient, and profitable service desk.
Service Desk Roles and Responsibilities Guide
Templates And Policies: Infrastructure & Operations
The service desk will function more efficiently when agents know their roles and responsibilities and they are communicated with stakeholders.
Right-Size the Service Desk for Small Enterprise
Blueprint: Small Enterprise Resources
Small enterprises have many of the same issues as large ones, but with far fewer resources. Focus on the most important aspects to improve customer service.
Turn your help desk into a customer-centric service desk.
Small enterprises have many of the same issues as large ones, but with far fewer resources. Focus on the most important aspects to improve customer service. Turn your help desk into a customer-centric service desk.
SolarWinds Service Desk
SoftwareReviews: Software Product
With SolarWinds Service Desk you have one place to streamline and organize the tickets and requests that are coming in through different mediums, including email, phone calls, a customized Service Portal, and even the occasional (or extremely frequent) walk up.
With SolarWinds Service Desk you have one place to streamline and organize the tickets and requests that are coming in through different mediums, including email, phone calls, a customized Service Portal, and even the occasional (or extremely frequent) walk up.
ManageEngine ServiceDesk Plus
SoftwareReviews: Software Product
ServiceDesk Plus is ITIL-ready help desk software with integrated Asset and Project Management capabilities. With advanced ITSM functionality and easy-to-use capability, ServiceDesk Plus helps IT support teams deliver world-class service to end users with reduced costs and complexity.
ServiceDesk Plus is ITIL-ready help desk software with integrated Asset and Project Management capabilities. With advanced ITSM functionality and easy-to-use capability, ServiceDesk Plus helps IT support teams deliver world-class service to end users with reduced costs and complexity.
InvGate Service Desk
SoftwareReviews: Software Product
InvGate’s service desk capabilities include everything that you would expect from a fit-for-purpose IT help desk or service desk tool plus so much more, including a seamless integration with InvGate Assets for better IT asset management
InvGate’s service desk capabilities include everything that you would expect from a fit-for-purpose IT help desk or service desk tool plus so much more, including a seamless integration with InvGate Assets for better IT asset management.
Aisera AI Service Desk
SoftwareReviews: Software Product
AI Service Desk for IT, HR, Facilities, Sales, and Operations. Deliver an exceptional employee experience with AI Service Desk. Purpose-built for employees, Aisera’s AI Service Desk plugs right into the tools and systems you already use. It learns from every touchpoint, while automating repetitive inquiries and workflows with conversational RPA. Aisera also provides the capability to transfer conversations seamlessly to a human agent when required.
AI Service Desk for IT, HR, Facilities, Sales, and Operations. Deliver an exceptional employee experience with AI Service Desk. Purpose-built for employees, Aisera’s AI Service Desk plugs right into the tools and systems you already use. It learns from every touchpoint, while automating repetitive inquiries and workflows with conversational RPA..
Service Desk SOP for an Energy Company
Case Study: Infrastructure & Operations
With a new service desk tool coming in the following week, the organization wanted to formalize their service desk processes to ensure all requirements were met, and create a formal document to move forward with.
With a new service desk tool coming in the following week, the organization wanted to formalize their service desk processes to ensure all requirements were met, and create a formal document to move forward with. With a new service desk tool coming in the following week, the organization wanted to formalize their service desk processes to ensure.
Webinar: Improve IT Satisfaction by Standardizing the Service Desk
Video: Infrastructure & Operations
The service desk is the foundation of all other IT service management processes. For IT to become a strategic and trusted partner to the business, they must stabilize first. In the webinar we discuss the importance and impact of the service desk in stabilizing IT and improving customer...
In the webinar we discuss the importance and impact of the service desk in stabilizing IT and... It improves business satisfaction, reduces recurring issues, increases efficiency, and lowers business costs.In this webinar, our analysts:Discuss the importance and influence of the service desk on other IT service management processes.Define common.
Freshservice
SoftwareReviews: Software Product
Your service desk software is supposed to make supporting users easier, not harder. Since Freshservice is 100% on the cloud, there is nothing to install, maintain or babysit. Login from just about any device, anywhere, and deliver exceptional IT service to your users all day, every day.
Your service desk software is supposed to make supporting users easier, not harder. Since Freshservice is 100% on the cloud, there is nothing to install, maintain or babysit. Login from just about any device, anywhere, and deliver exceptional IT service to your users all day, every day.
Standardize the Service Desk
Blueprint: Infrastructure & Operations
The service desk is the entry point for users to get help. IT must ensure the first line of interaction has the knowledge and tools they need to resolve quickly and preferably on first contact.
Build a solid foundation for future IT service improvements
A lightweight documentation of the service desk’s standardized processes. Use this lightweight template to document the service desk’s structure, roles, and the standardized processes for ticket prioritization and escalation, incident response and service request fulfillment, knowledge management, and customer service.
Service Desk Standard Operating Procedure QuickStart
Templates And Policies: Infrastructure & Operations
A lightweight documentation of the service desk’s standardized processes.
Service Desk Maturity Assessment
Tool: Infrastructure & Operations
The tool is designed to identify the gaps in your organization’s service desk operation. The assessment includes metrics, processes, and technology.
Service Desk Project Summary
Templates And Policies: Infrastructure & Operations
Stakeholder support can make or break a service desk initiative. The Executive Presentation template provides an example of how to organize the process improvements outlined in the Standardize the Service Desk blueprint for an executive presentation.
Transition Projects Over to the Service Desk
Blueprint: Infrastructure & Operations
Leverage the storyboard and associated materials to build a plan for developing a project handover that the service desk will use to support the new application/product. The deliverables will help you outline a checklist of required action items throughout the project life cycle, and document...
Increase the success of project support by aligning your service desk and project team.
Leverage the storyboard and associated materials to build a plan for developing a project handover that the service desk will use to support the new application/product. The deliverables will help you outline a checklist of required action items throughout the project life cycle, and document information that will help the service desk provide.
Service Desk SOP for a Public Sector Organization
Case Study: Infrastructure & Operations
Increasing staff and an organizational need to improve the maturity of the service desk meant IT had to rebuild its service desk to ensure all requests were handled efficiently and effectively.
Increasing staff and an organizational need to improve the maturity of the service desk meant IT had to rebuild its service desk to ensure all requests were handled efficiently and effectively. Increasing staff and an organizational need to improve the maturity of the service desk meant IT had to rebuild its service desk to ensure all requests.
Velocity Integrations Software Service Desk
SoftwareReviews: Software Product
Our Personalized Support puts you in direct contact with the developers of our applications. We skip the support representatives to make sure you get your issues resolved fast. By utilizing the Lotus Notes platform we are one of the few IT software companies that are able to completely customize our applications to your specifications with unparalled cost and speed.
Our Personalized Support puts you in direct contact with the developers of our applications. We skip the support representatives to make sure you get your issues resolved fast. By utilizing the Lotus Notes platform we are one of the few IT software companies that are able to completely customize our applications to your specifications with.
Service Desk Case Study of Olmsted Medical Center
Case Study: Infrastructure & Operations
Over the years, 16 groups had emerged within Olmsted Medical Center that provided IT service desk support to employees, visitors, and patients. Info-Tech Research Group delivered a five-day Service Desk Optimization workshop to design an optimum structure for the target state service desk,...
Over the years, 16 groups had emerged within Olmsted Medical Center that provided IT service desk support to employees, visitors, and patients. Info-Tech Research Group delivered a five-day Service Desk Optimization workshop to design an optimum structure for the target state service desk,... Info-Tech Research Group delivered a five-day Service.
Design a VIP Experience for Your Service Desk
Blueprint: Infrastructure & Operations
Design a VIP support model for the service desk that meets the needs of your executives – but doesn’t negatively impact service delivery to the rest of the organization – by choosing the right approach to match your requirements and capabilities.
Keep the C-suite satisfied without sacrificing service to the rest of the organization.
Design a VIP support model for the service desk that meets the needs of your executives – but doesn’t negatively impact service delivery to the rest of the organization – by choosing the right approach to match your requirements and capabilities.. Keep the C-suite satisfied without sacrificing service to the rest of the organization.
Service Desk Technician I
Job Description: Infrastructure & Operations
The Level I Service Desk Technician's role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary...
The Level I Service Desk Technician's role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations.. Use this Service Desk.
Service Desk Performance Tracking Tool
Tool: Small Enterprise Resources
The service desk is at the front line of IT services and is among the most process-intensive elements of any IT operation. Use this tool and template to assess IT service desk staff's performance in their jobs.
The role of the service desk staff is to identify, prioritize, and provide solutions to incoming requests to ensure that end users are receiving appropriate assistance on time.This tool is divided into three sections:List of Metrics – Use the list provided to keep track of your IT service desk staff's day-to-day activities at work.Data Entry – Use.
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