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Andrew Reynolds | June 28, 2022

The Primary Benefits of a Centralized Service Desk

Do you find your business tech support is "all over the place"? Few things lead to unhappy customers faster than tedious and disorganized customer service. If this is the case with your organization, a centralized help desk might be just what you need. While businesses have many options when structuring their IT strategy, setting up a centralized service desk can help ensure that all customers receive consistent, quality technical support when they need it.

 

What is A Centralized Service Desk?

A centralized service desk is a single point of contact for all IT requests, issues, and incidents. The centralized service desk can be used by end-users to submit requests for support or help that they may need. The centralized service desk then routes the request to the appropriate department or team based on the type of request. This saves time because it does not require users to go through multiple departments before getting support. 

It also helps reduce the number of IT requests from end-users because there is only one place where you need to go when you have an issue or question about your equipment or services. By having one centralized help desk channel, this helps to eliminate redundancies and to increase support team efficiency by reducing the time spent organizing support tickets. 

Why You Should Have a Centralized Help Desk

A centralized service desk can help you improve overall IT visibility, manage requests and incidents more efficiently and track and analyze KPIs. 

By centralizing all requests into one location, you can ensure that your ITSM team has access to all tickets in a single view at any given time. This means that no matter where they are working, your team members always have access to all the information needed for new requests or to solve old ones quickly. This also means that if someone else needs help with an issue outside of their normal job responsibilities—like providing tech support for a user who doesn't know how to use their new smartphone—they'll know who else on the team might be able to assist them before getting stuck in their own work backlogs again (or worse yet: having another user wait hours while they troubleshoot something unrelated). 

Final Thoughts

A centralized service desk is a powerful tool for managing IT requests. For more information about how to create a centralized service desk that will improve your organization's support operations, or to see what other solutions EasyVista offers, contact our team! 

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Andrew Reynolds

Andrew Reynolds joined EasyVista in 2013. He is currently serving as Director of Professional Services responsible for successful EasyVista solution delivery across the customer base, optimizing overall services efficiency, and developing new product services offerings. Reynolds previously served as Senior Manager of Professional Services & Support where he oversaw the development, implementation and training of ITSM and Self Help solutions designed to meet complex customer requirements. Before EasyVista, he held multiple roles at the ITSM software company, Hornbill, with whom he spearheaded their expansion and growth into the North American market.