For Service Desks

A service desk, or help desk, provides technical support to either internal employees using the IT infrastructure or external customers who purchase technology from the organization.  These environments require a fast and accurate response to a broad variety of customer requests.

Shared knowledge is critical to efficient and effective service management.

  • Provide consistency of service independent of who answers the call
  • Immediate access to answers and resolutions that improves first contact resolution
  • Eliminate rework by multiple analysts resolving repeat issues
  • Just-in-time training for new hires to become quickly proficient in the roles
  • Reduce costly escalations for known issues in your environment
  • Increased support capacity as a result of faster responses and reduce escalations
  • Enable customers to self-serve 7x24 and reduce support costs
  • Identify and eliminate problems through trends in knowledge reuse

Improve the quality of your support services, the morale of your team, and the satisfaction of your customers.

KCS is a registered service mark of the Consortium for Service Innovation.

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