The Service Desk’s Mission - NextGen of EX Management

Technology has moved out of the back office to become a critical business enabler. This shift is increasing the pressure on the Service Desk to provide a faster, more flexible service that responds better to the needs of users and the organization. Meanwhile, the relationship that workers have with technology is changing as consumerization has altered users’ expectations of the IT support experiences they should receive at work.

Furthermore, the growth of cloud technology and shadow IT, together with initiatives such as “bring your own device” (BYOD), “corporate-owned, personally enabled” (COPE) and “choose your own device” (CYOD), means that the Service Desk no longer has full control over the systems and technologies it supports.

TechM helps organizations derive increasing value from technology with low upfront investments. Our Service Desk has the capability to support various technologies that the business has chosen to use at any given point, frequently changing IT preferences as the digital environment continues to evolve.

TechM establishes how the Next-Generation Service Desk can fulfill its mission by harnessing emerging technologies and adopting new, innovative approaches.

Our concepts cover the following:

  • The next-generation service desk will be user-centric and persona based
  • Shift towards digital channels continues to rise
  • The service desk will be proactive and invisible
  • Intelligent use of data and analytics
  • Automation is here to stay
  • Machine learning and artificial intelligence (AI) are critical components

In our proposition, there is always a place for service desk staff. Rather than replacing human representatives, automation will free staff to focus on higher-level functions and assume value add with business-facing roles. This hybrid approach will allow for a more rounded, holistic technology user experience and drive shift left from level 2 as well, ensuring skill upliftment for the staff.

About the author

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Rajit Mohan

Rajit has an overall experience of 14 years, managing technical support deliveries and service desk operations. He moved to Tech Mahindra in 2015 as a Service Desk Presales Consultant after spending a couple of years as an IT Service Manager in its now acquired entity TMBS.

His fond passion is to implement cognitive solutions within his domain of expertise and is responsible for Service Desk Presales and Transformational Solutions.

Rajit is a Post Graduate in Business Administration, an ITIL expert, and Prince 2 practitioner.