One of the efforts to provide better service to customers is the availability of a Service Desk. Undeniably, customer service is the key to winning the business competition. But customer service alone is still lacking. For this reason, now services must be based on information technology.
What’s that service Desk? Based on guidelines from the Information Technology Infrastructure Library (ITIL), the Service Desk is a single point of contact (SPOC) between service providers and customers or users.
In other words, the Service Desk is a communication center service, where customers (users, employees, and stakeholders) seek help related to IT problems, and then (Service Desk team) sends solutions to customers on time.
In fact, this service does not only focus on managing incidents and requests, but also provides interfaces for other processes, such as Incident Management, Service Requests, Clarification, User Education, and so on. In fact, in most organizations, the Service Desk is integrated into other business processes such as travel booking, new employee onboarding, data and reporting, documentation management, and so on.
In short, the existence of a Service Desk provides benefits for the company. Among other things: increasing customer satisfaction, reducing the total cost of ownership of IT services, and reducing costs through efficiency and support for the smooth running of IT services.
In addition, other advantages of having a Service Desk are the availability of information about the incident to all support personnel, reduced service life of incidents, better procedures for tracking, improving, and dealing with incidents. Also, online availability of better quality information (including known errors, query solutions, and history, and external sources of information), and greater availability and accuracy of management information.
Service Desks emerged with broader, strategic, and cross-functional objectives. The whole purpose is to improve IT services and business procedures to keep them running and functioning as usual.
- Service Desk Prethesis
As a company service provider, Prathesis developed a Service Desk as a solution to deal with problems and reports submitted by customers or consumers, by utilizing a numbering system (ticketing) that makes it easier to track and monitor the types of problems that come in so that settlement actions are resolved more quickly.
“The main reason why we introduced this service is to answer the pain points of the principals in ensuring business continuity, especially in the IT area, so that day-to-day operations can run smoothly without interruption. And, principals can focus more on their main business,”.
The existence of this service will help companies improve services that encourage significant company growth. This service is a solution for customer pain, especially at the point of building an internal IT team that is full of dynamics. Also, minimizing capital expenditure and converting it into operational expenditure. Again, maintaining business continuity, especially in daily operations.
This is because the Prathesis Service Desk has sophisticated functions and capabilities. These include knowledge base, multichannel, analytic dashboard, SPOC, online/offline implementation, and issue handling. Ticketing tools in Prathesis Service have the function of organizing task lists based on priority, keeping all customer information history, working efficiently because it handles many different problems at the same time. In addition, this ticketing provides a quick response to customer requests, provides the best solutions from the support team, and provides professional services.
Service Desk Prathesis has features and usability to support requests from customers. First, Incident Management, which provides support and solutions related to issues/cases. Second, Service Request, by providing assistance related to the requested service. For example, data resynchronization, and so on. Third, Clarification, which is to provide assistance and explanations related to standard company procedures (SOPs) and user guides. Fourth, User Education, to deliver knowledge related to certain modules/features. This includes Analysis, testing, patching, and release updates. Fifth, Value Driver Capture, which functions to make daily notes and various inputs.
How is the workflow of this Prathesis Service Desk? Every issue/request/user clarification that comes from users will be received by the Prathesis team, either through email channels, direct calls, chatbots, to provide solutions to problems encountered. If it needs to be escalated, then the team will escalate to L2/L3 to get an immediate solution so that it can be followed up again to the user.
“All these activities, from the beginning, will be recorded into our ticketing system so that they can be easily tracked and monitored. Thus the response and SLA will be maintained as expected,”