Service Desk agents have the talent and knowledge to help users with all IT issues and requests. Their ongoing training, access to highly qualified knowledge and industry-leading tools let them resolve issues quickly and get users back to work.
Skilled agents and self-service capabilities offer users expert assistance in using supported off-the-shelf software and common IT devices. We can also support custom applications using scripts and answers you provide. In addition, agents can remotely access the user's desktop to investigate or resolve incidents as if they were sitting together.
Service request processing
When users need to purchase, install, move, add, change or de-install (IMACD) hardware or software, they can turn to the HP Service Desk. As their single point of contact, we initiate the process on their behalf whether the request comes in through an automated process or agent assisted channel.
An agent may handle the request on the first contact. Or, using workflows you define, it may be routed through the approval process and to the team responsible for performing the work. Service request processing makes it easy to equip newly-hired employees and to respond to on going workplace changes. There's only one contact to make. And the user can instantly find the approval and fulfillment status of their request.
Multiple contact channels
Users can access quality support through many channels. Agents assist them on the phone, using chat, and even when incidents or questions are submitted through email or via the web. Our expert assistance is always available and users can always find a way that best fits their schedule and personal preferences.
Service Desk Services provides a comprehensive set of user-accessible tools to help them get the answer they need as quickly as possible. While self service is not appropriate for all incidents, it provides users the opportunity to answer many of their own questions without involving an agent. Tools include:
- InfoBoard—Displays IT bulletins with information on planned changes or outages, known problems and other information.
- Multi-media knowledge base—Lets users search for interactive solutions anytime, anywhere to resolve their own issues or find out about IT processes.
- Web requests—Users can create new requests or report incidents directly via the Enterprise Service Portal.
- Status checks—Users can view the status of incidents and requests they have initiated.
- Self-service password reset—Lets users automatically reset passwords for a variety of common platforms.
Any changes you make to the Service Desk options or processes directly impact your users. You need them to readily and quickly accept the changes and modify their behavior to adopt the new model. When users are prepared for the changes, when the organization is aligned, and when the culture is respected in the transformation, your Service Desk implementations will be much more successful.
We employ management-of-change principles and industry best practices to help your organization adopt and adapt to the new system. Our veteran change leaders apply their experience to your unique culture and strategy. They work with you to create a detailed action plan that clearly identifies and mitigates risks, avoids common pitfalls and provides insights and guidance to help your program achieve the expected business benefits.