audius Service Desk

The audius Service Desk is the perfect response to this development. We pool services under one roof and create synergies.
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audius IT Service Desk
IT Service Desk

The audius IT Service Desk is a central point of contact for all users with IT problems or service requests.

audius Facility Service Desk
Facility Service Desk

The audius Facility Service Desk is a central point of contact for all disruptions, requests and orders in plants and buildings.

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Product information

audius – your experts for service management

Service management is a central component in the audius service portfolio and enjoys a correspondingly high status. With more than 20 years of experience, first-class service management is part of the audius DNA and brand essence.

The audius Service Desk supports hundreds of thousands of satisfied users in numerous industries and ensures that several thousands incidents are recorded, processed and resolved without a hitch every single day. Our unique, overarching process model for IT and Facility Service is based on ITIL. It pools experience from both worlds as well as many customer situations so that they can be called upon again when dealing with future service jobs.

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As digitalization progresses, services are also growing ever closer together. Trends such as IoT and Industry 4.0 are leading to an ever greater overlap in IT and facility service.
In audius, you have a service provider who takes care of everything.

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Service Desk FAQs

What is a service desk?

A service desk is an IT support unit responsible for managing and resolving technical problems and requests within an organization. Unlike a helpdesk, which focuses primarily on resolving technical issues related to products or services, a service desk is a broader IT support function that can handle requests relating to hardware, software, networks, and other IT-related areas. In addition to resolving technical issues, a service desk may also be responsible for managing and coordinating major incidents, performing routine system maintenance, and providing proactive incident prevention support.  

The primary objective of a service desk is to provide a central point of contact for users and customers to report incidents, request services, and seek support. Service desk staff are trained to identify, diagnose, and resolve incidents and service requests quickly and efficiently. 

Service desk support can be provided through a variety of channels, including phone, e-mail, web-based ticketing systems, and live chat. Service desk teams can use IT service management (ITSM) tools and processes to manage incidents and requests, track progress, and ensure service levels and performance targets are met. 

The overall goal of a service desk is to ensure that IT services are delivered efficiently and effectively to meet the needs of the organization and its users. 

How can a service desk improve the service experience for users?

By integrating agile service management and managed workplace services, the service desk can react flexibly and adaptively to changing user requirements. An efficient service desk that relies on solid service concepts ensures a fast response time and clear communication, which significantly improves the user experience in both IT and facility services.

How can the service desk contribute to profitability?

An effective service desk based on robust service concepts and using agile service management can reduce operating costs and increase productivity while improving customer satisfaction. By continuously improving IT and facility services, the service desk becomes a valuable asset that directly contributes to the value of an organization.

What are the key performance indicators (KPIs) for service desks and what do they mean?

There are many key performance indicators (KPIs) that can be used to measure service desk performance. Some of the most common KPIs are: 

First call resolution (FCR): This is a metric used to measure the percentage of incidents or service requests that are resolved on the first call or contact with the service desk. A high FCR rate indicates that the service desk is resolving issues efficiently. 

Average speed to answer (ASA): This is the average time it takes for the service desk to answer a call. A low ASA indicates that the service desk is responding quickly to calls. 

Average handle time (AHT): This is a metric used to measure the average amount of time needed to process an incident or service request from start to finish. A low AHT indicates that the service desk is resolving issues efficiently. 

Customer satisfaction (CSAT): This is a metric used to measure how satisfied end users are with the service desk. A high CSAT score indicates that the service desk is meeting the needs of end users and providing high-quality support. 

SLA (service level agreement) compliance: This metric measures the percentage of incidents or service requests that are resolved within the timeframe defined in the SLA. A high SLA compliance rate indicates that the service desk is meeting the agreed service levels. 

Call abandonment rate (CAR): This is a metric used to measure the percentage of calls that are abandoned by end users before being answered by the service desk. A low CAR indicates that the service desk is answering calls promptly and efficiently. 

Incident escalation rate: This is a metric used to measure the percentage of incidents that need to be escalated to higher-level support teams. A high escalation rate may indicate that the service desk is unable to effectively resolve issues. 

By tracking these and other KPIs, service desks can measure their performance, identify areas for improvement, and ensure they are providing high-quality support to end users.  

What role does 1st level support play in a service desk context?

The first level of support is often the tier that first interacts with customer questions and concerns. It plays a critical role in swiftly resolving general enquiries and passes on more complex issues to a higher support level. This improves the efficiency of the entire service desk and increases customer satisfaction.

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