Randstad Technologies recently published an Infographic called “The Future of Service Desks: All About User Experience”. The Infographic positions the IT Service Desk in a rapidly changing world of tech-savvy end-users, within an environment that is increasingly being driven by mobile technology and social media channels.
The importance of the user experience when it comes to optimizing customer support solutions can’t be ignored. As social and mobile technology continue to grow, self-service and virtual support options for IT Service Desks are becoming increasingly key to a successful Help Desk solution.
Though live phone support will never disappear completely, the IT Service Desk of the future is seeking to improve user experience by taking the load off the phone lines and shifting the focus towards the tech-savvy end-user by, amongst other tings, accepting requests via social media channels, and by providing mobile applications with the ability to schedule appointments or check the status of a ticket.
Infographic below courtesy of Randstad.