IT Service Desk is the first point of contact within an organization. Traditional service desks focus on ticket resolution rather than end-user engagement.
However, in this fast-paced digital world, the expectations from IT service desks have changed. Customers expect that urgent support is provided to end-users of their most critical business applications as soon as they face problems to minimize revenue losses.
Unified IT Experience Desk brought to you by SoltiusME acts as an enabler to meet these expectations using a combination of Information Technology Infrastructure Library (ITIL) processes and Experience management frameworks.
IT management Processes are not aligned to ITIL methodology and frameworksTickets are getting re-assigned or re-opened multiple timesCritical End user's productivity is lost, waiting to get a resolution to their device-related problemsHigh D-SAT (Dissatisfied End-User) scoreGrapple to manage major Incident management process for priority 1 or 2 issuesLack of knowledge management capabilities to support service deskProactive incident resolutionService catalog-based support
Automated Call routing, Ticket Scoring and Quality Management.Alexa, Google, Apple AI connectors for senior executivesKnowledge-centered Service (KCS)Service catalog-led supportPrioritizing business impact of service requests and incidentsImproved resolution timeChatbots, Digital Workforce, and AIAutomate Major Incident Management ProcessExperience management framework to reduce D-SAT scoreProactive support, self-heal, and self-help solutionsQuick identification / triaging of service requests and incidentsVoice Biometrics to authenticate end-usersIT Genie servicesExperience Level Agreements (XLA’s)Global Presence with multilingual support capabilitiesLive Chat Translation (100+ Global Languages)Choice of location preferences – Onsite / Offshore / Nearshore / HybridChoice of Delivery models – Shared OR Dedicated
Unified IT Experience Desk offered by SoltiusME is a business-aligned portfolio of offerings that helps organizations provide reliable and cost-effective IT services to end-users. Our IT desk services include advisory and process consulting to accelerate value realization from your service desk investments through proper knowledge management and best practices implementations for the new-age workforce.
IT Service Desk is equipped with chatbots and AI that provide a tailored experience to the end-user by accelerating incident resolution and collects feedback. Induction of service workflow capabilities and automation to troubleshoot mundane requests, prevent escalations, and serve as a primary resolution contact point.
It provides superior user experiences by delivering fast and reliable end-to-end solutions like instantaneous messaging facilities, customer dashboarding & analysis, end-to-end ownership of tickets, multilingual technical support, and recording of communication between service agents and customers.
