DSG understands an organization’s service desk is the primary daily interface with customers, serving as the front door into IT resources and services.

Customers call the service desktop for assistance. With this in mind, a service desk should be designed with basic “good manners” that will go a long way to consistently deliver the fundamentals of great customer service. We believe a well designed service desk will have sound processes and a staff that will be available, capable, responsive, and flexible.

The service desk is the starting point for many key processes and services for IT. Well-constructed, the service desk can handle much of the routine work of IT, enabling engineering and other teams to do higher value work. It is your primary interface with the customer, where you can gauge the pulse of your users, and make the biggest daily impact on your reputation. With the right data and tools, the service desk identify and correct problem outbreaks early, thereby reducing customer impacts and lowering overall support costs.