27 Apr Business Benefits of a Service Desk
Cloud hosted solutions have changed the way businesses operate by giving them improved access to store and process data online. However, as businesses continue to rely on cloud-based technologies, the need for timely and effective support becomes more critical than ever.
In this article, we’ll explore the key reasons why your business needs to work with a cloud provider that offers a full-coverage service desk and the benefits it brings to your operations.
What is a Service Desk?
A service – or help — desk is a centralized point of contact designed to facilitate both IT support and customer service.
In the cloud hosting space, a service desk can offer several business benefits, including:
- Improved customer satisfaction
- Faster problem resolution
- Increased productivity
- Better communication and coordination
- Enhanced monitoring and reporting
Overall, a service desk can play an important role in ensuring that IT operations run smoothly and that customers and their employees are satisfied with the level of support they receive.
“We raise the bar. We believe successful partnerships are built on consistently providing the ongoing support our clients and their users require. We’ve developed several support models, and we’re committed to constant improvement of our support services, including the adoption of new self-help options.” – CyberlinkASP Welcome Presentation
Optimizing the Service Desk Experience to Provide Timely and Effective Support
The cloud has transformed the way organizations store and process data or access business applications online. However, this shift has also brought new challenges, including the need for timely and effective support to maintain business continuity and support productivity.
This is where choosing a cloud vendor with a robust service desk comes into consideration.
Most cloud providers typically use a service desk model to offer their clients with some level of ongoing support. When choosing a cloud service, you should always consider response times when you or your users need critical IT assistance.
The service desk is a crucial element of the support infrastructure. It must deliver access to timely and effective support. Considering the global nature of today’s workplaces, your cloud vendor should have 24x7x365 phone and email coverage.
At CyberlinkASP, we have always-on customer support, with engineers accessible after hours, including weekends, holidays in the event of any emergency.
Our client services and technical teams are certified to support all aspects of even the most advanced IT environments.
Setting the Standard for Service Desk Support
The quality of service desk operations is a crucial element in delivering customers the customized level of support they require to achieve their business goals.
A well-run service desk should have:
- Centralized Point of Contact
The service desk acts as a single point of contact for IT support, making issue resolution easier and faster. A ticketing system routes support requests that are directed to the right place and resolved efficiently.
- Different Channels of Support
An effective service desk protocol provides various support channels (email, phone, chat) to accommodate your preferences and needs and is designed to boost satisfaction with the support provided.
- Service Level Agreements (SLAs)
SLAs don’t just promise uptime. They also define response and resolution times for support requests and create the baseline to demonstrate your cloud provider has met its obligations to you.
- Trained Professionals Staffing the Service Desk
Your cloud provider should have a team of IT professionals with technical knowledge and expertise to provide accurate and effective solutions to customer issues. The service desk staff must be able to handle various levels of technical support, from basic to complex issues.
- Self-Service Support Options
When it’s beneficial, there may be self-service support options (knowledge base, FAQs) designed to save time and effort for both clients and support staff. Having these options can improve the service desk model by guiding customers to answers quickly and easily.
- Continuous Improvement of the Service Desk
A customer service focused cloud provider will continuously monitor and evaluate the service desk’s performance with the goal of optimizing support operations to meet changing customer needs. Continuous improvement of the service desk experience guarantees on-going, high-quality support delivery to clients.
An optimized service desk is crucial in centralizing IT and customer service. The service desk should always be staffed with trained professionals. Customer centric cloud providers will offer different channels of support, including self-service support options. Continuous improvement of the service desk should be a top priority for the cloud provider to ensure that it delivers high-quality support to its clients.
By offering a service desk, cloud vendors can provide access to timely and effective support. This increases customer satisfaction, improves productivity, and minimizes downtime.
We Have Experts on Staff to Answer Your Questions 365x24x7
Interested in finding out how partnering with an award-winning cloud hosting provider can help you achieve your business goals while reducing your overall technology costs?
Our trained team of cloud computing experts can help by answering all your questions about industry guidelines and how we work to exceed your expectations when it comes to service and support.
We’ll demonstrate how to use our efficient cloud-based storage and processing solutions in your business to improve your security, productivity, and profitability.
Let us demonstrate exactly what CyberlinkASP can do for you – using your own data and workflows.