The help desk is somewhat of a necessary evil for most larger organizations. Without such internal functionality, end users would run into regular issues that could significantly impact productivity, and as a result, the company’s bottom line. Yet, perhaps paradoxically, this department is often wrought with bottlenecks and inefficiencies that can actually cost the company money. The good news is, thanks to workflow automation, this function can be transformed for optimum efficiency, providing superior end-user support while maximizing staff skills for the benefit of the company as a whole. Here’s how.
In the interest of time and money, most companies – particularly at the enterprise level – cannot afford to completely replace all of their systems. One of the nice things about workflow automation is that, with the right tool, legacy systems can be easily and seamlessly integrated. That means complete optimization of existing systems for peak performance
For most help desk issues, time is of the essence – even if it’s a simple password reset. When an end-user is locked out of his or her workstation, productivity doesn’t just suffer, it grinds to a halt. The problem is, when IT personnel are busy putting out other fires, it can inevitably cause costly delays. Workflow automation via a self-service portal allows common issues to be resolved instantly, without the need for help desk intervention.
With manual escalations, not only are there delays during the process, but important issues can sometimes slip through the cracks. By incorporating workflow automation into your organization’s help desk function, you’ll ensure that any and all serious issues are adequately identified, evaluated and prioritized and that the right party is notified to take action in a timely manner.
Like it or not, your IT personnel can’t be on all the time. Very few organizations can afford to implement multiple shifts to achieve 24/7 coverage. The problem is, critical incidents don’t always occur during normal business hours. This is another area that workflow automation can help, with technology providing round-the-clock monitoring and automatic execution of appropriate actions as needed.
Your IT department might be amazing, but they’re still human and people make mistakes. Unfortunately, when it comes to IT issues, one seemingly minor error can have catastrophic consequences. Because workflow automation handles entire processes electronically, the risk of these types of errors drops to almost zero.
The help desk function will likely never completely go away, but it’s an area that presents ample opportunity for further optimization. Workflow automation can be the missing puzzle piece that pulls everything together and makes your organization’s IT department as efficient and productive as possible, while also improving IT operations across the board.