Virtual Service Desk

Centralized Service Desk

It is possible to reduce the number of Service Desk s by merging them into a single location (or into a smaller number of locations) by drawing the staff into one or more centralized Service Desk structures. This can be more efficient and cost-effective, allowing fewer overall staff to deal with a higher volume of calls, and can also lead to higher skill levels through great familiarization through more frequent occurrence of event s. It might still be necessary to maintain some form of ‘local presence’ to handle physical support requirement s, but such staff can be controlled and deployed from the central desk.

Figure 6.3 Centralized Service Desk

Through the use of technology, particularly the Internet, and the use of corporate support tools, it is possible to give the impression of a single, centralized Service Desk when in fact the personnel may be spread or located in any number or type of geographical or structural locations. This brings in the option of ‘home working’, secondary support group, off-shoring or outsourcing – or any combination necessary to meet user demand. It is important to note, however, that safeguards are needed in all of these circumstances to ensure consistency and uniformity in service quality and cultural terms.

Figure 6.4 Virtual Service Desk

Дата добавления: 2014-12-23