Following my previous post (Part 1 ) Here
An End-User Support Portal is a fundamental to do more with less…
Then implement an end user portal that proactively builds into a knowledge hub for end users.
An end user support portal can auto-assign and streamline the workload and processes across the IT department.
After problem tickets are logged, users receive a confirmation e-mail which includes a link to the IT Service Desk portal where they can view all their tickets, check on status, or submit new requests.
Tickets raised can be automatically routed to the concerned expert who communicates with the end User this makes way for better informed decision-making, and automated data collection for continuous process improvement.The first port of call for any user becomes the portal.
Turn a negative into a positive
Use the headcount reduction as a catalyst to examine your existing processes. Whether you had to reduce headcount because of business pressures or you have a small team, a portal that takes some of the burden from your team, allows you to hire the right people for the right task.
This can be a win-win situation for both the users and service desk engineers. The latter become subject matter experts in specialized areas.
In addition to, cost savings on less service desk personnel and process automation, having a small team saves you the challenges of unnecessary inter dependencies or accountability issues. Having a single point of contact for all requests can also improve quality of service.
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