Top Six Service Desk Concerns and How to Alleviate Them - Slide 5

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This is a valid concern, but only if the service level agreements (SLAs) don’t specify the metrics by which the provider will be measured.  Choose an organization that records every call so it can be referenced and reviewed in the event a complaint is lodged.  Make sure the service desk team performs regular quality checks and that SLAs define exactly what is expected average answer speed, rate of dropped/abandoned calls, how many incidents are to be resolved.  Other service-level concerns may be a matter of logistics: Where is the provider and more importantly where are its service desk agents located?  Choose a service desk that has its location in the same country as the users it will serve and has agents who speak the same language and dialect as the client’s users or, in the case of a multi-national client, has its location in a central location for the company’s business with bi-lingual agents who are completely fluent in both languages and common dialects so communication barriers won’t present a problem.

By now, almost everyone has a help desk or service desk story to tell.  Usually, it’s the bad ones people hear about most calling a service desk in some remote corner of the world, being unable to communicate with the person who answers the phone, calls being dropped or, worse yet, users being placed on hold for what seems like an eternity.  According to Logicalis, an international provider of integrated information and communications technology (ICT) solutions and services, it’s stories like these that give even experienced CIOs and IT managers reasons to look for alternatives for their service desk needs.

To find out what IT pros think the pitfalls really are with service desks, Logicalis tuned in to the social media conversations of IT decision makers over a six-month period from June 2011 to January 2012, and compiled a list of their top six concerns.  Then, the solution provider asked its service desk experts how these concerns could be alleviated.

“Providing a service desk solution is not a one-size-fits-all offering.  It’s a partnership that makes it possible to offer the highest service levels to end users without the financial risk of building a significant in-house service desk infrastructure on their own,” says Bob Chapp, service desk director for Logicalis.  “Creating a 24/7/365 offering that’s based on ITIL best practices and uses best-of-breed enterprise tools to successfully resolve hundreds of thousands of incidents a year with a 97 percent customer satisfaction rating that’s hard to beat with a standalone in-house operation.  Yet, even experienced CIOs have horror stories to tell.  The key to success when partnering for a service desk solution is to choose a partner wisely to avoid the very concerns IT pros say they’re most worried about.”

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