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 business competition. However, customer service alone is still lacking. For this reason, services must now be based on information technology.
What is a Service Desk? Based on guidance from the Information Technology Infrastructure Library (ITIL), a 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 centre service where customers (users, employees and stakeholders) seek help related to IT problems, and then (the Service Desk team) sends the solution to the customer on time.
Indeed, this service focuses on managing incidents and requests and provides an interface for other processes, such as Incident Management, Service Request, Clarification, User Education, and so on. In most organizations, this Service Desk is integrated into other business processes such as travel booking, new employee onboarding, data and reporting, documentation management, etc.
In short, the existence of a Service Desk provides benefits to the company. Among other things, it increases customer satisfaction, reduces the total cost of ownership of IT services, and reduces 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 for all support personnel, a reduction in the incident service period, and better procedures for tracking, escalating and handling incidents. Also, online availability of better quality information (including known errors, solutions and query history, and external information sources) and greater availability and accuracy of management information.
The Service Desk emerged with a broader, strategic and cross-functional purpose. The purpose is to improve IT services and keep business procedures up and running as usual.
- Service Desk Pratesis
As an IT service provider company, Pratesis developed a Service Desk as a solution to handle problems and reports submitted by customers or consumers by utilizing a numbering system (ticketing) that makes it easy to track and monitor the types of issues that enter so that the resolution action is resolved more quickly.
"The main reason 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 to customer pain, especially when building an internal IT team full of dynamics. Also, minimizing capital expenditure and converting it into operational expenditure. Again, maintaining business continuity, especially in daily operations.
Because Service Desk Pratisis has sophisticated functions and capabilities. Among others: knowledge base, multichannel, analytic dashboard, SPOC, online/offline implementation, and issue handling. Ticketing tools in Pratesis Services organise a list of tasks based on priority, store all historical customer information, and work efficiently because it handle many different problems simultaneously. In addition, this ticketing quickly responds to customer requests, provides the best solution from the support team, and offers professional service.
Pratesis Service Desk has features and uses to support customer requests. First, Incident Management provides support and solutions related to issues/cases. Second, Service Request, by providing assistance related to the requested service. For example, data re-synchronization and so on. Third, Clarification which provides assistance and explanations related to company standard procedures (SOPs) and user guides. Fourth user education, which delivers knowledge related to certain modules/features. This also includes Analysis, testing, patching and release updates. Fifth is Value Driver Capture, which makes daily notes and various inputs.
What is the workflow of the Pratesis Service Desk? Every issue/request/user clarification that comes from the user will be received by the Pratesis team, either through email channels, direct calls, or chatbots, to provide solutions to the problems encountered. If it needs to be escalated, the team will escalate to L2/L3 for an immediate solution so the user can follow up again.
"All these activities, from the beginning, will be recorded in our ticketing system to be easily tracked and monitored. Thus, the response and SLA will be maintained as expected."
