Service Desk Function

The Service Desk function is the customer facing aspect of IT. Its aim is to ensure the delivery of normal service to customers, whether this is the resolution of a fault, the delivery of a ‘business as usual’ service or answering a query.

As a single point of contact for IT customers the Service Desk is critical to protecting and enhancing the reputation of IT. HelpMaster delivers improved customer service, perception and satisfaction by utilising automated Job templates, flexible business rules and intelligent Inbox analysis to ensure consistent and rapid delivery of support.

The Service Desk is the ‘face’ of IT

HelpMaster supports multiple contact channels, including Customer Web Portal, email analysis and rapid manual Job logging to ensure that accessibility via a  ‘single point of contact’ is achievable and that ongoing communication is able to be delivered via these same channels.

Customers can choose their preferred method of contact

Data captured by the Service Desk is instrumental in providing management information for process improvement and performance analysis. Without the Service Desk capturing this information accurately, IT management is ‘flying blind’. HelpMaster’s user configurable categorisation options and custom fields ensure that management can control the information they specifically require. Data entry overheads are reduced when used in combination with Job templates, making the Support Officer’s workload lighter without sacrificing valuable information.

Easy data capture results in added value for management

 

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