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An IT Service Desk Can Help Government Agencies Run More Efficiently

IT is ultimately about providing services to end users, and the IT help desk plays a critical role in this effort. As a result of the COVID-19 pandemic, there was a major uptick in the number of inquiries fielded through the IT help desk in 2020—and this trend will extend into 2021 and beyond.

What’s an IT Service Desk?

An IT help desk focuses on meeting the needs of end users (responding to questions, addressing service issues, resolving tickets, etc.). An IT service desk is a single point of contact for all these things and more. Through the service desk, managers can monitor service requests, configuration changes, user satisfaction levels, and even the number of security incidents over the past X number of days. IT managers can keep an eye on all the software and hardware running on their network and trace issues back to those assets. They can catalog service providers, track tickets, and identify and fix recurring issues once and for all. They can prioritize user requests, trace tickets back to their origins, and use this information to resolve issues in a sensible and efficient manner.

How Do IT Service Desks Improve Efficiency?

Providing a complete and wide view of service requests and tickets is but one way the service desk alleviates some of the pressure on stressed and time-starved IT teams. But organizations can also create an end-user service portal to provide self-service capabilities and automated responses to user requests. A service portal allows users to easily sign in to the site from their device and access a self-service solution that empowers them to resolve the request on their own—taking the onus off the IT manager and saving both the manager and the user valuable time. IT managers field many routine requests every day, ones an IT service management (ITSM) solution can easily handle. The service portal is a great one-stop resource for users to submit tickets and service requests, saving them from the trouble of placing a phone call or sending an email or chat message.

How Can Agencies Make the Transition From Help Desk to Service Desk?

Making the move from a traditional help desk to a true IT service desk will require agencies to rethink their processes. Moving to a service desk mentality means relieving managers of some of the jobs and responsibilities they would normally do while freeing them up to do more value-added work. For an IT service desk to be effective, it should be connected to systems throughout the organization. All departments and employees should have access to the service desk, and a wide range of information should be made available to IT managers through the ITSM platform. The ITSM platform must easily integrate with the applications users depend on every day, so managers can quickly address issues wherever they reside.

Will IT Service Desks Replace Help Desks?

IT service desks will augment the traditional help desk model. They’ll make it easier for IT managers to field requests, manage tickets, and more while giving users a simple way to quickly get the services they need. Find the full article on our partner Carahsoft’s Community Blog.
Brandon Shopp
Brandon Shopp is the vice president of product strategy for security, compliance, and tools at SolarWinds. He served as our director of product management since…
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