How to get a Service Desk that works

A good Service Desk makes life easier for all kinds of businesses, and is used for everything from IT support to canteen services. By having one point of contact where you gather everything from complaints to requests for support, you can save time, money and headaches. At the same time, it’s always important to make sure users or customers get the help they need quickly, which is what a good digital Service Desk is designed to do.

That does not mean that getting started with one, is without challenges. There are a lot of good ones to choose from, which makes it difficult to know which solution you should go for. That’s why we’ve created this quick overview of the three most important factors you should think about in search of the right tool:

Flexibility

Flexibility is probably the most important point, in isolation. There are several reasons for this, not least that the framework conditions in all kinds of businesses are constantly subject to change. New technology, new customer groups and new needs are coming at a great pace, and it’s hard to say for sure what tomorrow will bring.

This is also relevant to servicedesk-tool. A system primarily designed to receive inquiries for IT support will not necessarily be tailored for cross-departmental interaction, towards new types of service inquiries, or out to customers.

At the same time, you shouldn’t be overloaded with functionality you don’t need. Therefore, look for a system that is flexible enough to scale up and down as needed. If all you need today is a simple helpdesksolution, perhaps with built-in chat functionality, you should make sure that you can later expand the system to meet expanded needs.

By choosing a tool that can be used across departments and that can meet all functionality requirements, you will also be prepared for the changes that are coming – and you will not have to start a new process to find and implement yet another new tool later. Thus, flexibility saves you time and worries both now and in the future.

Integrations

In the extension of flexibility comes the possibility of integrations. When many companies today juggle a large portfolio of digital tools, it is more important than ever that different systems talk together. It will never be a good feeling if employees suddenly have to stop using their favorite tool because it is not compatible with “something new”.

Therefore, it is very important that you have an overview of the tools you are already using before purchasing a new one servicedesk-tool. With such an overview in place, you want to know what is important for you to be able to integrate towards the solution.

Do you primarily use Sharepoint for internal communication? Does in-house interaction take place to a large extent via Skype for business? Is the Outlook Calendar the most important tool for everyday employees?

When you know what matters most to you, you are well equipped to find a solution that can be integrated directly with what you already use, thus becoming a natural extension of today’s workflow. What will the needs be in the future? It is important to choose one servicedesk which also easily addresses future integration needs. However, make sure that the system you choose maintains and maintains implemented integrations and customizations for later upgrades, otherwise excessive frustrating duplication has occurred.

Painless implementation

In the extension of flexibility comes the possibility of integrations. When many companies today juggle a large portfolio of digital tools, it is more important than ever that different systems talk together. It will never be a good feeling if employees suddenly have to stop using their favorite tool because it is not compatible with “something new”.

Therefore, it is very important that you have an overview of the tools you are already using before purchasing a new one servicedesk-tool. With such an overview in place, you want to know what is important for you to be able to integrate towards the solution.

Do you primarily use Sharepoint for internal communication? Does in-house interaction take place to a large extent via Skype for business? Is the Outlook Calendar the most important tool for everyday employees?

When you know what matters most to you, you are well equipped to find a solution that can be integrated directly with what you already use, thus becoming a natural extension of today’s workflow. What will the needs be in the future? It is important to choose one servicedesk which also easily addresses future integration needs. However, make sure that the system you choose maintains and maintains implemented integrations and customizations for later upgrades, otherwise excessive frustrating duplication has occurred.