In today’s world, quick and efficient IT support is vital for businesses to succeed. As more businesses move to the digital space, service desk systems have evolved to meet the growing needs of customers.
Service desks are organized into different levels to provide different levels of support. Each level has its own set of responsibilities and areas of expertise, and knowing what they are and how they work can help ensure you get the best possible service.
In this article, we’ll take a look at the different levels of a service desk and how each one will keep your business’s IT environment running smoothly and securely.
What is a service desk?
A service desk is a service provided by an IT company to assist customers with their IT-related needs. It typically offers a range of outsourced support services, from resolving technical issues to helping customers with software and hardware installation.
The majority of customers access IT service desks with the help of a ticket request system. This system allows customers to submit their IT support requests, which then get routed to the service desk. The service desk then assesses the request and assigns it to the appropriate technician. From there, the technician interacts with the customer to diagnose and resolve the problem. In some cases, the customer may be asked to provide additional information or to complete a few troubleshooting steps before a resolution can be found.
Why are there different levels of service desk support?
The main reason service desks are organized into different levels of support is to provide consistent and efficient service across the board. A service desk with a single team of representatives who can handle all customer issues is bound to get overwhelmed by the sheer volume of work that will be presented to them. Having multiple levels of support enables a service desk to parcel out work among teams and departments with different levels of skill and expertise.
This not only helps customers get the answers they need in a timely fashion, but also frees up skilled employees to handle more complex issues.
Making a ticket request
If your business is experiencing IT issues, the first step to receiving IT service desk support is to make a ticket request. By making a ticket request, the IT service desk can properly assess the situation and troubleshoot the problem.
When making a ticket request, the user should provide as much detail as possible, including the business name, contact information, and a detailed description of their IT issue. Having this information available will help the IT service desk quickly and accurately assess the situation, diagnose the issue, and begin providing support.
MSP assigns the right technician
Once the ticket request is received, the IT service desk will triage the issue and assign the task to a level 1 technician – or will escalate to a higher level if the issue requires specialized support. This technician will be knowledgeable in the field of IT and will have the experience and expertise to resolve the issue as quickly and efficiently as possible.
The technician will troubleshoot the problem and develop a plan to resolve the issue. They will contact the customer to provide updates and clarify any additional information that may be required. The technician will also document each step of the troubleshooting process so the MSP can track the progress of the ticket request.
Access to industry experts
Service desks provide several levels of support, depending on the IT issue in question. Most ticket requests will generally be assigned to a level 1 support technician. These individuals have broad knowledge and experience with common IT issues, such as slow computer performance, lost files, and log in problems.
However, occasionally a business will experience a more complex technical issue which requires a higher level of support, or an issue the level 1 technician has not been able to remedy. When this happens, the MSP’s service desk will reassign the ticket request to a technician who specializes in the problem or industry.
This expert will have a deep understanding of the IT infrastructure and will be able to identify the root cause of the issue to provide a solution. In some cases, the expert may also be able to provide a workaround to the issue in order to keep the organization running.
Which service desk level does your business need?
Selecting an IT service desk can be a tricky task. You want to make sure you get the right support and issue resolution for your IT problem, but how do you know what level of support you need?
The IT experts at BCS365 will provide you with IT support based on your business’s requirements. Talk to them today and ensure your organization is receiving the service it needs for an optimal working environment.