Right now, the service desk is in a transition state.
Employees want more frictionless and self-service interaction with the IT service desk, with in-person support accessible for more advanced issues - and so there is a trend towards allowing users to self-serve some of the most basic or repetitive tasks they might otherwise log a ticket with the service desk to resolve. This can be achieved in a variety of ways, but the most common is giving users controlled freedom to do certain things on their machines, and providing step-by-step instructions if they encounter a policy or setting that prevents them from
performing a certain action, such as downloading an installer or update to commonly used business applications.
Another trend challenging service desks is that employees tend to be highly distributed, accessing corporate IT resources from a variety of endpoints and physical locations. Service desk technicians need ways to provide secure remote support to staff under a range of operating conditions. They also need to better understand how hybrid workers experience existing IT service and support options. That can help in the selection of technology that better manages the front-facing experience, and that
Security is fundamentally changing how best-practice service
desks operate
Security is fundamentally changing how best-practice service desks operate
The service desk is the face of the IT department.
IT knows this, and often invests to ensure the service desk has
the best possible tooling to assist users and ensure they have
the best experience when interacting with IT’s ‘front door’.
They know full well how a single negative service desk
experience reflects back on the capability of IT as a whole,
and will do what they can to avoid that.
By Scott Hesford - Director, Solutions Engineering Asia Pacific, BeyondTrust