Having Trouble Justifying the Expense of Your IT Service Desk?

Seems like every year at budget time, your Service Desk goes on the chopping block.  You spend way too much time defending the expense to management yet know that it is at the core of your overall support strategy.

Here are three ways you can better position your support desk to the financial managers who pay you a visit at budgeting time:

1. Improve your reporting systems and look for ways to present the data in a manner that is easily understood by top managers.  They don’t detail.  They like conclusions backed by facts. They like graphical representations that show positive trends.  If you have the data to support it, show them intersecting lines that demonstrate how the number of support calls has increased by 15% while the average response time has decreased by 25%
2. Get testimonials from recognizable users who will say something like “The primary reason we continue to work with your company is the incredible support we receive from your service desk and support team. We like how our issues are escalated very quickly and we don’t have to wade through a bunch of voice prompts to get to someone who can solve our issue. Your people are great at providing the appropriate response on the very first call.”
3. Demonstrate with real dollars how you have held the line on departmental raises while the volume of calls continues to escalate.

One of the ways you can dramatically reduce the cost of your service desk is by moving from a premise based system to software that is cloud based.

At Sky Central we developed a self service portal that automatically provides answers to the most common service requests.

The Sky Central Portal allows users to fix many of their own issues without ever having to directly interact with your staff!

You save money by reserving your best people most difficult issues.  It also results in higher levels of both customer and employee satisfaction.  Good support people like working on the more complex issues and customers appreciate the expertise demonstrated by high level support people.

Contact us to learn how SkyCentral Portal can reduce your costs and improve your service levels.