10 Reasons Why Wolken Service Desk is Most Effective For Internal IT Support

Customer satisfaction is considered the cornerstone of successful enterprises, as it positively influences their outcome. Hence, it has become essential for businesses to improve customer satisfaction, and partnering with a practical service desk is unquestionably the initial step. The service desk is the sole point of contact between the end-users and the providers of services. A service desk manages contact with users and handles problems and service requests.

An efficient service desk team helps in handling requests and issues or providing technical assistance to internal as well as external clients. Companies will have an internal service desk to solve IT problems, or they may partner with an external service desk like the Wolken Service desk to manage service requests from clients or partners. However, regardless of the sort of assistance offered, the primary objectives of a service desk are to provide prompt, high-quality services to clients and enhance end-user satisfaction.

Today, there are several cloud-based IT Service Management (ITSM) apps available that you may give a try. However, Wolken's service desk has an edge over its competitors.

Let's examine the factors that make Wolken Service Desk the best choice for your internal IT assistance.

  1. Flawlessly Conducts Incident Management

Wolken’s service desk and associated support teams coordinate incidents and service requests with the help of help desk ticketing. They offer a wide range of services, including SLA management, automated routing, process management, escalations, and alerts. With the help of AI, they will improve agent efficiency, transparency, and reaction times.

  1. Carries Out Change Request Management

Wolken’s service desk staff accurately performs the Change Management process at your company. The Change Advisory Board (CAB) comprises representatives from Wolken's service desk, and they will guide while the change is being authorised. When any user calls or monitoring warnings are received for the altered system, the service desk staff are aware of the start and finish timings of the change activity. The service desk will examine user call trends once the update is finished to see whether the change led to any problems.

  1. Manages Configuration Management Database (CMDB) 
  • Establishes a data repository that contains details about your IT environment and its modules
  • Incorporates resources or configuration elements that the company uses, such as software, hardware, or development code
  • Sets up connections between resources to show how services are put together
  • Includes automated discovery to lessen the burden of finding CIs

  1. Performs Knowledge Management
  • Provides end users with FAQ responses to cut down on the requirement for agent contact
  • Maintains the accuracy and current status of all knowledge records by reviewing and removing extraneous data as appropriate
  • Establishes a knowledge management system to put information in a location where all authorised people can access it

  1. Coordinates and Communicates
  • Ensures that any hand-offs and escalation requirements are recognised to avoid bad user experiences or a lack of service-level agreements (SLAs)
  • Utilises real-time reporting and analytics to check how activities are performing and take corrective action before problems arise
  • Makes the most of IT Service Management software (ITSM) to restructure procedures and improve the usage of IT personnel resources
  • Makes sure that management knows the service desk functions to handle difficulties that service desk workers confront properly
  • Uses insights from ITSM software to save report generation time and effort while also assisting in the identification of the greatest automation prospects

  1. Aids in Problem Management

As soon as the event has been addressed, the incident manager will file a problem ticket. The known error database will be altered with information on the workaround if the event leads to one. The significant benefit of partnering with the Wolken service desk team is that they ensure having a thorough awareness of trends in break-fix customer scenarios. So, when clients report similar problems, service desk staff at Wolken will be able to determine that there is an underlying issue that needs to be resolved. If they see repeated reported occurrences over time, they will submit a proactive problem ticket for evaluation.

In addition to that, service desk staff at Wolken:

  • Makes sure that every issue that they receive is logged in CRM
  • Assigns problems to the relevant provider group for resolution in accordance with the categorisation guidelines
  • Conducts customer reviews after resolution to make sure all work services are operating effectively

  1. Create Memorable Client Experiences
  • Offers end users with an omnichannel self-service portal by using chatbots that are available 24/7 to sort out common problems
  • Categories requests using SLAs and impact analyses and address the essential requests
  • Eliminates problems at the point of contact to prevent escalations or handoffs
  • Scrutinises user behaviour and management anticipations to verify that requirements are being addressed and satisfied

  1. Offers Self-service Capabilities

The Wolken service desk offers self-service options that enable users to troubleshoot independently, utilise a knowledge base or ask for service through phone, email, or online portal. Integrated discovery and reporting capabilities give you helpful insight into any item on your network, thereby lessening the workload for IT. This reduces expensive, cumbersome service and ticket inquiries but also aids clients in managing service requests or issue resolution.

  1. Effectively Deals With Service Requests

Users frequently request a wide variety of IT services. It may entail the need for new software, the renewal of outdated hardware, access to apps, or alteration to the part of an asset. All these requests fall under the category of service requests. Users submit service requests to the IT department via a self-service portal or another method, including email or phone. The IT service team then assigns the service request to Wolken’s service desk team.  After receiving the ticket, service desk staff will evaluate the request and determine whether any permission from higher-ups or representatives of other business activities is necessary. If needed, they will resend it for approval.  

Wolken’s service desk team will complete the service request by utilising a variety of features that includes a visual workflows or request life cycle that leads the service desk team at Wolken through the status flow of that particular ticket and initiate related tasks through collaboration with other IT service management processes, like asset and purchase management. Upon completing the service request, the service desk team will close the ticket and speak with the client to confirm their satisfaction.

  1. Manages SLA

Wolken’s service desk will respond promptly to end-user requests. By integrating enterprise-level ITSM solutions, the service desk staff of Wolken designs and controls numerous service level agreements to keep up the quality and pace of service anticipated by the users. In addition, Wolken’s service desk guarantees prompt service delivery by enabling IT teams to create unique SLAs.

These elements combine to make Wolken Service Desk the ideal choice for your internal IT support.

Author Icon