audius Service Desk
Well-defined services are the lubricant that ensures smooth-running processes and efficiency even in complex structures. Services allow organizations to concentrate on their core business and their own strengths so that they can set themselves apart from the competition. That is why we increasingly come across external services in modern organizations: from fleet management to building services, from accounting to the IT helpdesk.
audius Service Desk
audius-service-desk
The audius Service Desk is the perfect response to this development. We pool services under one roof and create synergies.
Where can we support you?
Product information
produktinformation
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.
Service Desk FAQs
faqs
What is a helpdesk?
A helpdesk is a central point of contact that offers users and customers help and support with general and technical questions or problems concerning a product, service, or system. Helpdesk support can be provided through a variety of channels, including phone, e-mail, live chat, or web-based ticketing systems.
Helpdesk teams consist of specially trained employees who specialize in solving problems and providing solutions. They have access to a knowledge base or database of common problems and solutions to help them quickly troubleshoot and resolve issues.
Helpdesk support can vary depending on the company and industry. It can range from simple technical support to complex enterprise-level support for software or hardware systems. The primary objective of a helpdesk is to provide timely and effective assistance to users and customers so that they can use products or systems more efficiently and effectively.
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 many support levels are there, and why?
Organizations typically have three levels of IT support that they use to manage and support their IT services:
Level 1 support (also known as first level support, first line support, or helpdesk support). First level support is responsible for handling and resolving the most basic and common IT issues encountered by end users. These may include issues relating to passwords, access permissions, or software applications. First level support staff generally have limited technical knowledge and rely on scripts or predefined workflows to solve problems.
Level 2 support (also known as second level support or second line support). Second level support is responsible for resolving more complex IT issues that cannot be resolved by the first level support staff. These may include issues relating to hardware, network infrastructure, or software applications. Second level support staff usually have a higher level of technical expertise and may require more specialized knowledge or skills to resolve issues.
Level 3 support (also known as third level support or third line support). Third level support is responsible for resolving the most complex and difficult IT issues that cannot be solved by the second level support staff. These may include issues relating to server infrastructure, complex network configurations, or special software applications. Level 3 support staff usually have the highest level of technical expertise and may require special certification or training to carry out their tasks.
The reason for having different support levels is to ensure that IT issues are resolved quickly and efficiently and that end users receive the best level of support for their needs. By providing a clear escalation path, organizations can ensure that the most critical and complex issues are addressed by the most skilled and experienced support staff, while less complex issues are resolved faster by employees with less specialized expertise. This can help improve service quality, reduce downtime, and increase end-user satisfaction with IT services.
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.
How important is change management in the service desk context?
Change management is a controlled and systematic process for planning, implementing, and monitoring changes to IT services, systems, and infrastructure to minimize risk and ensure that the changes are in line with business objectives.
In the service desk context, change management helps to ensure that changes to IT services and infrastructures are implemented smoothly without interrupting business operations. This is particularly important because changes to IT systems and infrastructures can have a significant impact on end users, and interruptions or downtime can lead to loss of productivity, lower customer satisfaction, and lost revenue.
Effective change management comprises several key elements. These include drafting change management procedures and policies; logging and assessing change requests; implementing, testing, and reviewing changes; and reporting.
