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 –
- Businesses that have implemented virtual agents for employee self-help are experiencing significant benefits. According to a survey, 57% of enterprises reported improved employee productivity, while 25% were able to reallocate their agents to more strategic work as fewer agents were needed. – Forbes
- Gartner predicts that by 2025, 70% of organizations will use structured automation for flexibility and efficiency, up from 20% in 2021.
- Businesses that equip their employees with automation technology to facilitate their work have a remarkable 230% surge in employee engagement and a staggering 85% higher probability of retaining their workforce for over three years.– Harvard Business Review
Service desk chatbot automation is transforming global service desks by streamlining processes, reducing response times, and improving the overall customer experience. With automation, service desk agents can focus on more complex issues while routine tasks are handled by chatbots and other service desk software tools.
What is a Global Service Desk?
A global service desk is a centralized team of IT professionals who provide technical support to end-users across different geographies, time zones, and languages. The goal of a global service desk is to offer a seamless support experience to end-users, irrespective of their location or the device they’re using.
The Importance of Automation in a Global Service Desk
Automation is the key to a successful global service desk. By automating routine tasks, such as password resets, system updates, and software installations, support staff can focus on more complex issues that require human intervention. Automation also ensures that end-users receive consistent and timely support, regardless of their location.
Here are some ways in which automation can make end-user support easier:
Faster Response Times: Automation tools can monitor and detect issues in real-time, which allows support staff to respond to issues promptly. Automated responses to common issues can help users quickly resolve their problems, without waiting for a human response.
Increased Productivity: Automation tools can perform routine tasks, allowing support staff to focus on more complex issues. This increases productivity and ensures that end-users receive timely and effective support.
Consistent Support: Automation ensures that all end-users receive the same level of support, regardless of their location or device. This consistency helps to build trust and loyalty among end-users, which can lead to increased customer satisfaction and retention.
Cost Savings: Automation can reduce the need for additional support staff, which can lead to significant cost savings for businesses. Additionally, automation tools can help identify recurring issues and recommend solutions, which can reduce the number of support tickets raised.
Automating Support Services with Global Service Desks – How it Works?
Managing IT Support, 24/7
In the realm of IT support, global service desks leverage AI-powered chatbots that can quickly address common issues, freeing up IT support staff to tackle more complex requests. A self-service portal provides employees with the tools to solve problems independently, while one-click fixes enable them to troubleshoot common IT issues without relying on support staff.
Simplifying HR Support Services
Similarly, global service desks can simplify HR support requests by providing a centralized location for employees to access HR-related information and services. With automated systems handling common HR requests, HR staff can focus on more complex issues. A centralized knowledge base provides employees with answers to common HR questions, further reducing the need for direct HR support.
Delivering Field Support Anywhere
For field support, global service desks offer a centralized location to dispatch support staff and track support requests. Automated system troubleshooting can diagnose and solve issues remotely, reducing the need for on-site support. Field support staff can access the latest information on equipment and procedures via conversational AI, streamlining their work and improving resolution times.
Providing Instant Financial Assistance
Finance support requests can also benefit from global service desks. With a centralized location for employees to access financial information and services, automated systems can handle common requests such as expense report processing and invoice payment. This frees up finance staff to tackle more complex issues, while the digital workplace chatbot provides employees with answers to common finance-related queries.
Facilitating the Digital Workplace
Employees can request maintenance or repair services from a centralized location, with automated systems handling common facilities requests. Modern service desks operate in a secure digital environment, ensuring a safe workplace for their end-users. It also helps in identifying device vulnerabilities and ensuring total endpoint protection.
The Road Ahead
A global service desk powered by automation is essential for businesses that operate in multiple geographies and time zones. Automation ensures that end-users receive consistent and timely support, regardless of their location or device. Automation also reduces the need for additional support staff, increases efficiency, and leads to significant cost savings. Learn more about the benefits of IT service desk outsourcing.
Service desk automation is simplifying end-user support by improving efficiency, reducing response times, standardizing processes, and providing valuable data and insights. As automation technology continues to evolve, the possibilities for improving service desk operations are endless.
Upgrade End-user support with Automation – Get Started with Progressive’s Global Service Desk.