Following my previous post (Part 1 )  Here

An End-User Support Portal is a fundamental to do more with less…

That sounds great but how? Firstly in order to make the efficiency changes you must have mature and documented processes. If not then this should be your first goal.

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.

Gavin Cooper

Head of Global Marketing
GSS Infotech

Reach me at:
gavin.cooper@gssinfotech.com
Phone: + 1 518-724 3138

GSS Infotech Service Desk – Flexible, Quality, Cost Efficient

Whether your organization needs out of hours support, to supplement existing resources, to service specific call types or technology areas, or to outsource the entire function, GSS Infotech provides seamless integration with your existing IT environment. All services are customized to meet the technical support requirements of your organization.

For more information on our solutions please visit GSS Infotech Service Desk