Avoid Common Pitfalls When Implementing a Self-Service Desk

According to an article from Information Week, 47 percent of respondents to a recent HDI survey report that they’ve either implemented a self-service desk or plan to in the future. The advantages of the service desk are huge and include a savings in staffing cost and an increase in employee productivity, as workers are able to resolve many issues on their own in less time than it took making their requests through manned service desks.

However, the article warned, there are some pitfalls that companies often run into when implementing their self-service desk. Often, companies fail to properly promote the desk, leaving employees unaware of how it works and less than encouraged to use it. Additionally, if employees are unable to get their questions answered or have a bad experience with the self-service desk, they’re likely to not only quit using it but also to warn others not to use it, as well.

The article explains that companies can foster employee acceptance of the self-service desk by advertising it well, explaining the benefits, and encouraging its use every chance they get. However, the self-service portal must work properly and there must be a place for employees to to turn if they run into trouble with the system.

SkyCentral‘s cloud-based suite of services is focused on easy deployment and easy operations. As stated in the Information Week article, self-service desk portals must be designed with the end user in mind. Our service portal will keep your end users — employees and management — happy. For more information about what our platform can do for your company, contact us.