assyst Blog / Service Desk (4)

Service Desk Challenges: Increase First-Time-Fix Rate

Are your service desk agents empowered with the tools and information they need to fix issues without escalation?

This is article 3 in a series of 8. Go to article 1 in the series here. The Challenge When the phone rings, the service desk needs to fix the issue fast and fix it right. IT customers expects quick and decisive action. For the service desk, the goal is to live up to this expectation, …

Read Story

Service Desk Challenges: Reduce Call Volumes

Reduce call volumes coming in to your service desk

This is article 2 in a series of 8. Go to number 1 in the series here. The Challenge  A high volume of calls is the number one headache for the service desk. Sometimes it seems like everybody is just too busy logging calls to have any time to deal with the issues and requests. The pho …

Read Story

Service Desk Challenges: Find, Keep, and Motivate Your Staff

Service desk challenge - Find, keep, and engage your service desk agents

This is article number 1 in a series of 8. The Challenge  The quality of your IT customer experience mainly relies on the calibre of your service desk analysts, so having the right people is critical. The service desk is the “human face” of IT and for many end users it is the only tou …

Read Story

How to get Employees to Use and Adopt the Self-Service Portal

A digitial service management portal can revolutionise service desk efficiency...but only if people us it.

Read Story

6 Ways Automation and AI are Transforming Service Desks

AI in ITSM in a game-changer for the service desk

Read Story

3 Reasons Why Knowledge Management Fails

Knowledge is the lifeblood of an organization

Read Story

Home Working: 5 Challenges your Service Desk is Facing...and How You Can Solve Them

Read Story

How to Provide the Right IT Support for Home Workers

How to solve the challenges of supporting home workers at scale

Your employees have never needed as much support as they do now. For most organizations, this is reflected in a sharp increase of the number of IT tickets and requests—relating to devices, communications, access, security, using new technology and more. To maintain workforce productiv …

Read Story

How AI is redefining the service desk...and the rest of IT

AI is redefining the service desk agent role. Virtual agent chatbots can interact directly with employees to handle low level tasks like password resets, issues which have clear algorithmic fixes, and digital service requests. They can do so more quickly, more consistently, and more s …

Read Story

Why Covid-19 is a “perfect storm” for the service desk

With many employees working at home for the first time, service desks are under pressure to handle an unprecedented spike in demand—with new apps and new devices making life difficult for service desk agents.

Read Story

Subscribe by email