Whether you use a computer for work or like to shop online, we’ve all spent more time than we’d like to admit conversing with a service desk. From the smallest issues to large scale problems, service desks are a helpful tool to getting us back on track. As helpful as they are, service desks are equally, if not more, frustrating. Trying to navigate through automated dialogue to a solution is exhausting, and trying to explain issues to a live agent can be challenging. Before we get too into it, let’s start from the beginning.
What is a service desk?
Service desks are a software tool that allow users to submit, track, and manage service requests and incidents. They offer features like self-service portals, knowledge bases, and automation capabilities to streamline the support process.
Service desks are used in a variety of fields like IT support, HR assistance, and customer service. They’re typically accessed through a web interface and can be integrated with other tools like a ticketing system.
By funneling reports into one place, service desks are meant to streamline the process of troubleshooting to help the largest number of people as quickly as possible.
The most common requests
Service desks receive a variety of incident categories from remote users, but some of the most common ones include:
- Password reset: Users requesting assistance with resetting their password.
- Software issues: Users reporting issues with specific software applications or programs.
- Hardware issues: Users reporting issues with hardware components such as printers or laptops.
- Network connectivity: Users reporting issues with network connectivity or internet access.
- Remote access: Users reporting issues with remote access to the company's network or resources.
- Mobile device support: Users reporting issues with mobile devices such as smartphones or tablets.
- File and data access: Users reporting issues with accessing files or data stored on the company's network.
- Security: Users reporting security-related issues such as suspicious emails or suspected breaches.
- Technical support: Users seeking general technical support or advice.
With around 83% of users reporting a positive experience, service desks fall behind live chat (85%) and direct talking (91%) in terms of satisfaction. But is maintaining a sufficient human operated team possible?
Artificial intelligence VS. human-operated service desks
AI-powered service desks utilize artificial intelligence (AI) and machine learning (ML) to automate and improve the support process. They use the knowledge base and speed of AI to solve problems.
Another implementation of AI-powered service desks is through chatbots and virtual assistants to provide self-service support. These chatbots can answer common questions, provide troubleshooting steps, and even resolve simple issues without the need for human assistance. In general, AI-powered service desks can automate and improve the support process, reducing human agent’s workload and providing a better experience for users.
Human-operated service desks work by providing a centralized location for users to submit and track service requests or incidents, just like AI-powered service desks. Instead of relying on AI and machine learning technology however, human-operated service desks rely on a team of agents to respond to and resolve requests.
Human-operated service desks take advantage of the knowledge, skills, and experience of live agents to provide support to users, and may be more effective when dealing with complex or unique issues that require personal judgment.
Both human and AI powered service desks have their downfalls. Human led service desks, while having a personal touch, come with the cost of maintaining a live team. This also requires the ability to absorb periods of high demand. Without a large enough workforce, companies are at risk of compromising user experience and return rates. While AI has this capacity, it lacks the human touch that people value from live service desks.
Can service desks get the job done?
While they’re a useful tool, the efficacy of traditional service desks and the assistance they provide has been called into question. Besides being unable to create meaningful connections with users by nature, service desks raise concerns about cost and digital experience as well.
With average ticket volume rising 16% since the beginning of the pandemic, companies are forced to make a decision between quality of service and ability to service as many people as possible.
Service desk software as a service
Say that ten times fast. One way companies are working to improve the employee experience and reduce associated costs is by implementing remote IT support software. Remote IT software offers third party digital support that reduces the load on intra organizational resources without sacrificing quality. It’s estimated that these systems can save companies nearly 670 hours of work annually.
Service desks done right
HubbleIQ’s service desk software works by automatically monitoring changes, problems, and outages across an organization's workforce. By tracking each user’s digital experience, HubbleIQ let’s companies respond to tech issues before they’re reported, saving time, money, and productivity.
If issues can’t be resolved on a user's end, HubbleIQ connects them to a live agent that can offer more assistance. This not only streamlines the process of IT support but reduces the overhead of maintaining a big enough team to respond to problems as they arise. No waiting, no ticket systems, just solutions.