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IT Helpdesk: Moving into strategic support for IT Services

With the rapid alignment of IT as a strategic investment and the digitization of work places has brought about bigger challenges and opportunities.   As organizations get more global, and dependencies on IT increases, the IT service desk has become more crucial as a specialized single point of contact for all IT requirements. But driving business transformation or transition can be a double-edged sword.  Looking inwards at the Travel industry with its multiple partners and stakeholders, the risk of tripping over technology can cause massive dents on the productivity, service and ultimately the revenue. Traveller experience rates as the key revenue differentiator in Travel and maintaining customer satisfaction is chiefly about keeping IT functions running smoothly.

As a customer-driven industry, where technology enables the travel of over 1-billion travellers, Travel organizations can ill afford to be loose time or efficiencies on technology issues. The main challenge organizations face is driving operational efficiency in today’s complex and quickly changing business environment that includes the rise of the connected traveller, automation, IoT, personalization and Mobility.  Consequently, the continuous evolution of IT to match the industry brings implementation or integration of systems, migration or introduction of new technologies.  To meet the industry service standards, an organization and its teams have to consistently be quick on its feet with a robust backend support.

A traditional IT desk simply managing incidents log is no longer a viable option. What travel organizations need are domain-specific  tech specialists that can help enable solutions, implement or fix issues across the multiple technologies and geographies, in a clear and quick manner.  This means having a partner that has control over incidents when they happen and its resolution; can benchmark solutions to drive performance against SLA; and can bring value to the business.

Implementing and managing a responsive, scalable and high performance IT infrastructure, requires an application support team that can operate in 24×7 environments, is agile and has a sound history in the managed IT services.  Additionally the Helpdesk should be cost effective, prompt and have multi-tiered approach.  A help desk must provide:

  • Single point of contact for IT interruptions
  • Computer or software consultations
  • Tracking capabilities of all incoming problems
  • Problem escalation procedures
  • Problem resolution

IGT’s IT Service Desk functions as the central point between service providers and end users, enabling a rapid transition and delivers a robust, cost-effective service. IGT IT Helpdesk leverages industry best practices and rich domain expertise to provide best-in-class application support services essential for a digital workplace. A multi-tiered troubleshooting approach supported by domain-led technical knowledge helps in faster issue resolution positively influencing user experience and creating operational efficiencies. IGT provides:

  • End User Support: Incident Management, Access Management, Service requests management, L1,L2 support, Support for multi-channel engagement
  • Application Support: Configuration issues, troubleshooting, software installations, Case Management, Quality Assurance
  • Transition Services: Change Management, Service readiness and improvement, Service Prioritization based on Business Needs

Let’s look at 3 cases where IT service Helpdesk could play a key role:

Transition Management: In a travel organization’s IT life cycle, there is no phase as sensitive and touch-and-go as service transition. And especially when the transition involves integration, additions or modifications in a live operational environment such as travel technology services.  In this the helpdesk can either play a support role for the change management, by executing standard changes or communicating the functional changes to teams.

Additionally, they handle knowledge sharing for trouble shooting, training on new technologies and or simply making sure the right information is available at the right time to smoothly carry out the transition with zero impact on the operational efficiencies. Testing services, like Application testing services, is another aspect of transition where an IT helpdesk team can enable testing of new or changed system design, functionality and its compatibility from an end-user perspective when make the transition.

End User Support:  A helpdesk employs knowledgeable personnel to assist with IT issues utilizing a multi-tiered support mode. The ultimate goal of the help desk is to offer first contact resolution as often and as quickly as possible. A mere 10% increase in First Call Resolution Calls can bring operational savings of around 35% for a Level 1 Technical Issue.

Business Transformation:  An IT Helpdesk can provide critical support and governance when a business makes the leap to advanced IT aligning it with their strategic goals and deploying it successfully. The rise of the connected traveller has brought Mobility, automation and social to the forefront. In deciding to transform your business from a digital, SMAC or IT perspective is far more taxing. A good service desk helps to gather intelligence, catalog pain points and possible integration options for right IT transformation that will bring value to the business.

Therefore a Travel company’s dependency on travel technology solution providers like IGT in ensuring information dissemination, guided support and even implementation makes IT Helpdesk a strategic IT investment.

About the Author:
Renee Kishore is digital marketing specialist, and a published author. A researcher and writer of change tactics and technologies in travel and other verticals, she frequently posts across the digital ecosystem. With 8-yrs of experience in communications and marketing, Renee has a passion for discussions and can be reached at: renee.kishore@igt.in

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