A helpful and capable help desk is the hallmark of a great IT team. For companies within the alternative investment space and healthcare industry to thrive in the digital age, you must move beyond traditional IT support. Global service desks cater to the needs of today’s business landscape by offering a broader range of services, including around-the-clock technology support in multiple time zones. Let’s explore how to build a consistent and responsive global service desk.

Understand your business and industry needs

Every industry has its own unique needs in the IT space. From software and system applications to communication preferences, global service desks must understand these nuances to tailor their support and provide relevant services. Asses your top IT challenges, including unique regulatory requirements that govern your industry, to equip your IT help desk to address your organization’s unique technological challenges.

Cultivate the right people

Nobody wants to reach out to an IT service desk only to be passed along from one support agent to another without resolving the issue. For a global service desk to be relevant and helpful, the front line must have the expertise to handle most problems and questions that come their way — without passing off the trouble ticket. This requires:

  • Hiring the right people with the right credentials
  • Continuing education to improve technical skills and knowledge

Develop a winning IT help desk process

There are numerous scenarios your global service desk confronts daily when an end user requires tech support. From quick fixes to higher-level concerns requiring personalized troubleshooting, an effective ticketing system should efficiently track, prioritize, and settle tech support issues. This includes:

  • Generating a response
  • Categorizing tickets based on priority and type of issue
  • Easy escalation of tickets to higher-level support if needed
  • Tracking progress
  • Updating their status
  • Providing metrics for continual tech support improvement

Integrate the right tools and technology 

A global help desk should leverage the latest technology and tools to identify and mitigate IT concerns before they become company-wide issues. These cutting-edge tools are changing the face of the global service desk:

  • Artificial intelligence (AI)-powered chatbots: AI-generated responses can handle many common user concerns and empower users to find solutions to their questions independently.
  • IT Service Management (ITSM) platforms: ITSM platforms manage ticketing and automate the delivery of IT services across global teams.
  • Remote control support: This technology lets support agents troubleshoot issues by remotely accessing a user’s device from anywhere in the world.
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Learn more about Agio Global Service Desk

Optimize your IT help desk capabilities with Agio Global Service Desk. We act as a liaison between your end users and your IT support team to ensure timely and effective support service that reduces downtime and enriches the user experience. Contact us today to implement frictionless global service desk services from Agio into your current IT support processes.