Evolving your service desk to the next generation

It’s just typical, isn’t it? The one time you really need to contact a company for technical support is when it’s out-of-hours. Then, when you call back the next day during peak time, you end up listening to cheesy pop songs whilst waiting on-hold in a queue of dozens of people. We’re living faster than ever before and trying to squeeze more in into the same daylight hours. We don’t have time to wait and we don’t have time – or the patience – for queuing. So, what’s the solution?

Next Generation Service Desk

Step in the Next Generation Service Desk.As its name implies, the Next Generation Service Desk (NGSD) is all about using future-thinking technology to make the service desk more accessible, reliable and efficient.NGSD aims to put more power in the users’ hands, offering a service anywhere, anytime and from any device. It increases staff productivity whilst also helping businesses meet digital strategies. Plus, it’s providing a more efficient and productive service for users.

64% of millennials prefer self-service

The new generation user

The new cohort of users are far more digitally-savvy than their predecessors. This generation expect the same level of digital flexibility in business as they do at play. They want support, just like the predecessors, but they want it on their own terms.Younger users are also more likely to want a self-service option; a study by The Center for Generational Kinetics found that 64% of millennials prefer self-service in these instances. They also prefer using channels they are most comfortable with, such as social media. If the companies they’re dealing with have a social media presence on these different platforms, then they will expect to be able to reach out for help on them.

How do you still deliver an outstanding user experience?

Is it possible to increase flexibility of the service desk, such as a 24/7 support system, and still achieve an outstanding service? Yes! Here’s how:Provide an omni-channel service: with more people on-the-go and using different devices at different times of the day, you need to ensure IT support can be accessed through their preferred channel, wherever they are and whatever device they are using. Therefore capability is essential.   From reactive to proactive: tapping into data analytics and identifying and mitigating issues before they become a major concern is far more effective than responding to issues flagged by users.   Become fully end-user centric: the end-user’s needs, wants and limitations all need to be your main focus. Employees and customers will feel empowered by delivering a more personalised experience that reflects their role and ability.   Utilise AI: Artificial intelligence (AI) is the buzzword of the moment and it most definitely lives up to the hype. By using visual agents powered by AI and machine learning, you can handle a large percentage of the work volume. This doesn’t make staff redundant, but rather takes them away from low-level tasks and puts them onto higher, more value-adding jobs.

Be part of the Next Generation

It’s clear that the role of the service desk has stepped away from its reactive nature. It will continue to become a serious business enabler and will play a vital role in delivering new and upcoming technologies to organisations.For users, the NGSD will be completely accessible and will help to integrate and manage IT services.