Service Desk

For most enterprises, the IT service desk has become a silent value leak. Costs continue to rise. Ticket volumes remain stubbornly high. End-user frustration grows. And yet, many organizations still treat the service desk as a back-office function focused on closing tickets faster, rather than a strategic lever for productivity and experience. According to Gartner, […]

For more than two decades, Global Capability Centers (GCCs) in India were largely seen through a single lens cost arbitrage. They were efficient, scalable, and dependable, but rarely viewed as strategic. That narrative has now fundamentally changed. We are entering a defining phase in the global enterprise landscape one where India’s GCCs are no longer

The year 2025 marks a decisive turning point for enterprise IT operations. With hybrid work now firmly established, and business processes spanning continents and time zones, organizations are under pressure to deliver faster, smarter, and more seamless IT support than ever before. In this environment, the traditional service desk model — reactive, ticket-based, and labor-intensive

The global service desk landscape is evolving at a rapid pace, driven by emerging technologies, shifting business models, and growing customer expectations. As we look ahead to 2025, it’s crucial for organizations to understand the key trends shaping the future of service desks worldwide. These trends will fundamentally transform how businesses approach service desk operations.

In the dynamic world of modern business, one thing is clear: Artificial Intelligence (AI) is a game-changer. It’s like the superhero of technology, swooping in to transform industries, boost productivity, and spark innovation. And guess what? One of its most epic battlegrounds is the realm of global service desk operations. Yep, you heard that right!

In today’s interconnected world, businesses operate across borders, time zones, and cultures. With this expansion comes the need for robust support systems that can seamlessly cater to the diverse needs of a global workforce. This is where the Global Service Desk steps in, serving as the central hub for addressing IT-related issues, providing technical assistance,

In today’s rapidly evolving digital landscape, businesses are constantly faced with the challenge of staying ahead of technological advancements. Chief Information Officers (CIOs) play a pivotal role in driving digital transformation, ensuring IT strategies align with business objectives, and maximizing the value of technology investments. However, All businesses doesn’t have the resources to hire a

As technology advances and companies expand their global footprint, managing service desks across different locations can become a complex and time-consuming task. However, with the help of automation, global service desks are becoming simpler and more efficient in 2023. Consider the following facts about service desk automation – Service desk chatbot automation is transforming global

As technology continues to play a crucial role in driving business success, many CIOs are reassessing their partnerships with managed service providers. With the IT Help Desk’s pivotal role in supporting operations, it’s essential for leaders to choose wisely and align outsourcing with their unique priorities and business goals. Consider the following IT Help Desk