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The importance of service desk optimization

The service desk is a key element of your company's ecosystem for employee service. The main points of contact and resolution must continue to be in excellent condition. On the other hand, knowing how to get there can be confusing. 

Fortunately, there is a technique to simplify the procedure. You can improve the quality of your service delivery by focusing on the elements of your service desk that have the greatest potential for productivity.

In this article, we will cover:

  • What is a service desk?
  • Why is a service desk important for your business?
  • Principal methods of service desk optimization
  • Four ways of the modern model for service desk optimization
  • Important strategies for improving service desk optimization

What is a service desk?

The service desk serves as a single point of contact (SPOC) between users who request services and the service provider. Further, is able to handle service requests from internal employees, external customers, business partners, investors, and other important stakeholders.

All of a user's IT needs can be met at a service desk. The integration of technology, automation, artificial intelligence, etc. with present business processes depends on service desk teams. IT is a must for every department, and maintaining a service desk may help you stay on top of things.

Why is a service desk important for your business?

According to the Gartner report, Worldwide IT spending is projected to total $4.4 trillion in 2022, an increase of 4% from 2021. As a result, businesses are trying to improve their service desks in order to increase employee productivity.

Implementing a capable and accessible service desk doesn't have to be expensive. So companies, to ensure the successful execution of IT service management (ITSM), should start optimizing and building a modern service desk.

Lastly, if you have a strong service desk that can handle issues more precisely and rapidly, customer and employee happiness will rise. A service desk with high skilled professionals may establish a greater degree of value across your entire organization if it is well outfitted and empowered.

Methods of service desk optimization

Companies should automate the incident and problem management processes to improve the service desk.

The goal of the incident management procedure is to address incident requests as quickly as possible. This method supports a number of incident request categories, including requests for information, requests for modification, and requests for incident resolution, among others.

The purpose of the problem management method is to reduce the number of incidents. Problems with this procedure can be found utilizing the data from incident requests that have been registered, as well as availability and capacity management.

The above-mentioned methods could guarantee both preventative action that prevents reoccurring issues and reactive resolution of consumer queries and issues.

Customer Support Ticketing System

Four ways of the modern model for service desk optimization

The importance of support experience to the modern service desk has increased. Fortunately, there are lots of ways to guarantee that the services you provide consistently meet the needs and expectations of your customers.

Here are 4 ways to improve the service desk that you can implement right away:

Service Desk that automates all the tasks people don't like to do 

The Live Service Desk solution helps you automatically monitor collection dates, contract expiration dates, and SLA response times. After the initial data entry process, you can focus more on the context of the support, not the technical layout. It's designed to help you avoid manually managing response times or remembering when a contract expires.

Speed up ticketing resolution time by up to 20% 

Live enables you to speed up processes and reduce time spent per ticket by timely dispatching tickets to the appropriate agent, using a co-browsing and screen-sharing option that helps agents easily guide customers toward faster resolution.

Use knowledge base to get quicker results

According to an Interact report, employees waste one day per workweek, or 19.8% of company time, searching for information to do their job effectively. With Live Knowledge Management, you will be in the position to speed up the process of solving issues by using a knowledge database of errors and resolutions that helps you navigate the future incidents that may happen using “the best next step” approach.

Onboard new support specialists in a day 

Live Knowledge management helps you easily onboard new support specialists by navigating them through similar issues, so they can get to understand the problem and propose a resolution faster.

Important techniques for improving service desk optimization

Service desks have difficulties every time they respond to an employee's request or issue. However, there are a number of important techniques that the service desk team could use to raise the standard of the service desk.

Firstly, input on employee happiness should always be evolving. Take note of beneficial actions and experiences, then implement successful methods across the board. Secondly, make an easily readable record of employee complaints and the steps the company took to resolve them. Thereafter, create reports that will show general feedback trends. It might maintain your company's transparency, which would later enhance the service desk experience. Finally, implement service desk software to help businesses increase productivity and improve employee service.


A service desk considers corporate needs and takes the larger business context into consideration. As a result, service desk optimization is important for businesses. There are a number of methods, ways, and  techniques that businesses can use to achieve service desks.

One of the best solutions is a Live service desk that successfully solves those pain points. Manage everything from incident management to SLA response time in one place. Live Service Desk is a solution that you will not hate.

Learn more about how the Live product family can help you support and improve your customer experience strategy.

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