Introducing Enterprise Service Desk: Business Benefits and More

# Introducing Enterprise Service Desk: Business Benefits and More   <div class="separator" style="clear: both; text-align: center;"><a href="https://blogger.googleusercontent.com/img/a/AVvXsEgutZlCxMe_0_10Fj1N2SlscAC9r4FAujTeUn8JOgepUR4UOM9Jg7MN97H-DQ1WRarvxtFLKgxZLpE_DIXmg6nceKpHzSsF9VycXwBsBgEoUnIvAQRwJOSA92QWgjDlx7jZKbV7-Ba3ZiBNmue_P2VfgP2Ep58WieyrC3u54QtFhMxg_3mDBS7hAOLFQw=s663" style="margin-left: 1em; margin-right: 1em;"><img border="0" data-original-height="427" data-original-width="663" height="401" src="https://blogger.googleusercontent.com/img/a/AVvXsEgutZlCxMe_0_10Fj1N2SlscAC9r4FAujTeUn8JOgepUR4UOM9Jg7MN97H-DQ1WRarvxtFLKgxZLpE_DIXmg6nceKpHzSsF9VycXwBsBgEoUnIvAQRwJOSA92QWgjDlx7jZKbV7-Ba3ZiBNmue_P2VfgP2Ep58WieyrC3u54QtFhMxg_3mDBS7hAOLFQw=w623-h401" width="623" /></a></div> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Brands these days house the most complex collections of technology ever assembled. We live in a time where an iPhone is millions of times more powerful than the computer technology that landed Apollo 11 on the moon. Similarly, it’ll take many such devices or tools to propel brands to new heights. An enterprise service desk is one such tool that has propelled the IT customer service industry to new heights. <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Managing a massive IT environment with queries coming here and there is like putting out small fires endlessly. Consumed by what’s happening minute-by-minute, these service desks sometimes become trapped in a vicious cycle. So much so that sometimes it can get highly overwhelming for support agents and technicians to manage an outage. To escape this, enterprise service desks must anticipate and prevent IT issues before they happen. What I mean is that they need to be proactive, not just reactive. This article is about the know-how of the service desk. Stay tuned! We’ll talk about: <h2 dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 19pt; text-align: justify;"><span style="background-color: transparent; color: black; font-size: 16.5pt; font-style: normal; font-variant: normal; font-weight: 700; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">What is an Enterprise Service Desk?</h2> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">The enterprise service desk provides a point of contact that users can call on whenever they face any issue. Brands across the globe are turning to enterprise service models and are competing in a world where technology is simultaneous with instant gratification. <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">In a broad sense, the enterprise service desk is an all-in-one support system to assist customers and in-house employees. An enterprise service desk can have various channels per the industry niche and has extensive self-help features. <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">It is quite similar to the general help desk tools. However, the enterprise service desk caters to large corporations (1,000+ employees) generally. Industries across the globe use enterprise service desks to serve quality assistance. <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Some of the departments that benefit from enterprise ticketing systems are: <ul style="margin-bottom: 0px; margin-top: 0px; padding-inline-start: 48px;"> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">IT support </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Customer service </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Facilities management </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Human resources </li> </ul> <h2 dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 19pt; text-align: justify;"><span style="background-color: transparent; color: black; font-size: 16.5pt; font-style: normal; font-variant: normal; font-weight: 700; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Enterprise Service Desk: Features</h2> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Enterprise service desk features and tools sync all your systems and records into one place. This enables support reps to get complete customer context while solving client queries. It also helps you cater to your service reps’ needs. <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Some standard features include: <ul style="margin-bottom: 0px; margin-top: 0px; padding-inline-start: 48px;"> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Ticketing system for handling and organizing incoming queries. </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Issue registration system to record issues and related data automatically. </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Automation and self-service features like knowledge base, AI chatbots, FAQs, and so on. </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Analytics to analyze your support regularly. </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Multichannel or omnichannel support to make sure that customers can reach through various channels. </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Quantifying feedback from customers and improvising accordingly. </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Automated ticketing features like ticket routing, macros, repeat tasks, and so on. </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Advanced integrations to connect all your secondary tools and centralize these tools in one place. </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">User-friendly interface for quicker support. </li> </ul> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">To experience these features in real-time, take a free trial of the DeskXpand service desk specifically built to cater to SMBs and large-scale enterprises. <a href="https://www.deskxpand.com/pricing/" style="text-decoration: none;"><span style="background-color: transparent; color: #1155cc; font-size: 11.5pt; font-style: normal; font-variant: normal; font-weight: 700; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">START YOUR FREE TRIAL</a> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">These are the basic must-have features of enterprise help desks. Enterprise service desks help large organizations manage complex workflows and that too without compromising productivity or customer experience. <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Still don’t believe it? Take a look at some benefits of an enterprise ticketing system: <h2 dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 19pt; text-align: justify;"><span style="background-color: transparent; color: black; font-size: 16.5pt; font-style: normal; font-variant: normal; font-weight: 700; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Business Benefits of Enterprise Service Desks</h2> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Enterprise service desks are designed to solve the critical customer support challenges of large and rapidly growing companies. Here are six key advantages: <ul style="margin-bottom: 0px; margin-top: 0px; padding-inline-start: 48px;"> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Boosts performance through advanced features like automation </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Improves overall support workflows and collaboration </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">It helps you reduce the number of tickets through self-service options </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">It lets you build an omnichannel/multichannel muscle </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">It makes your support contextual </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">It helps you measure your performance and implement better strategies </li> </ul> <h2 dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 19pt; text-align: justify;"><span style="background-color: transparent; color: black; font-size: 16.5pt; font-style: normal; font-variant: normal; font-weight: 700; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Principles to Keep in Mind Before Choosing Enterprise Help Desk</h2> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Here are seven guiding principles that are wise to consider rather than making a potentially ineffective or inefficient choice. <h3 dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 15pt; text-align: justify;"><span style="background-color: transparent; color: black; font-size: 15pt; font-style: normal; font-variant: normal; font-weight: 700; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">1. Focus on Value</h3> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">The very first thing is to find out who all are your stakeholders and key customers. You need to know what is valuable to them and how they want to experience your services. You need to think about how you can benefit them and think about your bottom line directly. <h3 dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 15pt; text-align: justify;"><span style="background-color: transparent; color: black; font-size: 15pt; font-style: normal; font-variant: normal; font-weight: 700; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">2. Start Where You Are</h3> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Avoid reinventing the wheel. Assess your clients carefully. Assess your current state and look for opportunities to improve what you already have or replicate what is working well. <h3 dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 15pt; text-align: justify;"><span style="background-color: transparent; color: black; font-size: 15pt; font-style: normal; font-variant: normal; font-weight: 700; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">3. Be Progressive About Feedback</h3> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Take customer feedback seriously. If your customers want something, it would only be rational to change your support accordingly and provide them with what they need. Organize the needed changes into achievable steps and ensure that regular reviews of progress and feedback are all moving forward successfully. <h3 dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 15pt; text-align: justify;"><span style="background-color: transparent; color: black; font-size: 15pt; font-style: normal; font-variant: normal; font-weight: 700; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">4. Collaborate a Visible Support</h3> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Promote access to actionable data and involve the right people in the project steps. This will result in effective decision-making, better buy-in, and more positive results. <h3 dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 15pt; text-align: justify;"><span style="background-color: transparent; color: black; font-size: 15pt; font-style: normal; font-variant: normal; font-weight: 700; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">5. Work Holistically</h3> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">If you approach service desk management with an understanding of inherent complexity and desired results, it will enable more effective collaboration and problem-solving. It’ll make things easier and simpler for your agents as well. It’ll ensure faster wins and better adoption. <h3 dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 15pt; text-align: justify;"><span style="background-color: transparent; color: black; font-size: 15pt; font-style: normal; font-variant: normal; font-weight: 700; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">6. Optimize and Automate</h3> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">After streamlining processes and ensuring their effectiveness, you can minimize frequent and repetitive tasks with increased efficiency. Once your processes are standardized, and your workstreams are simplified, you can reduce human efforts (and errors) and also improve the overall employee experience. <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Once you’ve established these shared principles, your technology solutions can now take an active role in reducing complexity and enhancing employee productivity. When you replace unstructured, mundane work with modern and automated alternatives, you’ll be able to upgrade the overall standards of your support. Effective enterprise service desk solutions help businesses create, manage and analyze data around business performance, including real-time information about resourcing, requests, and service level agreements, leading to better business performance and insights on growth, competitiveness, and efficiency. <h2 dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 19pt; text-align: justify;"><span style="background-color: transparent; color: black; font-size: 16.5pt; font-style: normal; font-variant: normal; font-weight: 700; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">The Future is Dynamic, And So Should be Your Next-gen Service Desk</h2> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Say goodbye to your legacy help desk technology and tools and adopt a modern enterprise service desk. Enterprise help desk software helps large companies: <ul style="margin-bottom: 0px; margin-top: 0px; padding-inline-start: 48px;"> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Improve collaboration between agents </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Keeps accountability and transparency </li> <li> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Centralize workflows </li> </ul> <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">When a buzz started to develop around enterprise service desks, some years ago, our experts came up with a long-term and feature-rich solution named DeskXpand. <span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">DeskXpand enables you to get up and running within minutes. It is embedded with <a href="https://www.deskxpand.com/advanced-analytics/" style="text-decoration: none;"><span style="background-color: transparent; color: #644fe0; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">advanced analytics tools</a><span style="background-color: transparent; color: black; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;"> that help companies gain insight and evaluate their strategy accordingly. This helps them design better customer experiences. DeskXpand is rich with collaborative features like a shared inbox that empowers and enables transparent and efficient customer support. Its omnichannel and self-service features enable brands to deliver a cohesive customer experience through a single interface. It also offers customization to help companies design their support interface identical to their website and build a cohesive brand identity. <h3 dir="ltr" style="background-color: white; line-height: 2.04545; margin-bottom: 0pt; margin-top: 0pt; padding: -19pt 0pt 8pt 0pt; text-align: justify;"><span style="background-color: transparent; color: black; font-size: 14pt; font-style: normal; font-variant: normal; font-weight: 700; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">The Article is Originally Published On:</h3> <a href="https://www.deskxpand.com/blog/introduction-to-enterprise-service-desk/" style="text-decoration: none;"><span face="Calibri,sans-serif" style="-webkit-text-decoration-skip: none; background-color: transparent; color: #1155cc; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration-skip-ink: none; text-decoration: underline; vertical-align: baseline; white-space: pre;">https://www.deskxpand.com/blog/introduction-to-enterprise-service-desk/</a>