Automation is certainly not a new concept. In fact, it’s been driving the advancement and adoption of technology since the cotton gin and the assembly line. Yet, even with such a tool available, many service desks still find themselves behind the times when it comes to managing their day to day tasks, and they’re suffering needlessly as a result. Let’s take a look at 5 of the most common headaches these professionals face on a daily basis and how service desk automation can provide the solution.
New Employee On-Boarding
Bringing a new employee up to speed can take a lot of time and resources for IT, particularly for those organizations that have a high turnover rate or are experiencing explosive growth. Additionally, knowing what types of systems and access each employee needs can be challenging. A solution would be to integrate service desk automation with HR systems to bridge the gap and empower those who know the needs of the employee best to handle the necessary on-boarding tasks without the need for IT personnel to step in.
If you’re paying skilled IT professionals what they’re worth and they’re spending a good chunk of their time doing simple, repetitive tasks such as password resets, you’re wasting your money. Service desk automation offers the option of self-service. Not only does this free up your IT department to be able to focus on more important matters, but it makes the entire process faster and more satisfactory to the end-user who doesn’t have to waste time waiting for the help desk to respond to a ticket. From an organizational standpoint, self-service tasks make for more productive employees, so everybody wins.
Temporary Admin Access/Permission
In many instances, employees require that certain permissions be granted in order to access third-party applications. Typically, this would require a ticket to the help desk, which would in turn require someone from IT extending temporary admin privileges to the end-user. Not only is this a time-consuming process, but granting such access can open up the risk of potential security problems. With the right IT process automation tool, local admin rights (which are limited for security purposes) can be requested through a self-service portal.
No matter how good of a system a company has in place, there will be incidents in which certain unforeseen issues occur. Typically, these problems would be handled via the help desk. While the designated IT department employee works to identify, troubleshoot and resolve the issue, the end-user must wait. This can significantly impact productivity. It’s also a waste of time and resources for IT personnel. What’s more, in cases that require an entire workspace reset, end-users are forced to recreate their IT environments once they’re back up and running, another frustrating waste of time. Automation eliminates this by allowing employees to reset their profiles based on specific application without the need to wait or rebuild their workspace.
Just as there is a process when new employees come onboard, there are certain steps that must take place whenever someone leaves a company or transitions to another position within. By integrating automation with the business’ identity system, the appropriate role/access changes or terminations can be handled in one central location.
Technology is supposed to make things easier for IT personnel, not more complicated. With the right service desk automation tool, your help desk can be transformed from a costly waste of time and resources to a highly-effective driver of ongoing internal success for your organization.
Not sure where to begin? You can start by checking out the top 10 automated processes. From there, simply download your free trial and start putting the power of IT process automation to work for your company.