It’s time for the IT Service Desk to evolve. Approaches to technology are shifting, the world of work is transforming and a new model is needed. In this whitepaper, we consider where that evolution could come from.
A faster, more cost-effective service and a better personalised experience is the end goal both for our customers and for Capita.
But the nature of the problems users run into means they often encounter a lot of back and forth questions to reach a diagnosis.
Service desks, for all their skills, can feel like a bit of a mystery, but that’s where a next wave of chatbots, AI, automation and robotics can really make a difference.
They can defuse that mystery and bring information and functionality to the surface. Users can self-serve when it suits them, receive instant advice from a chatbot, track their tickets, get automated updates, know what’s going on, and what’s going to happen next.
Technology will make the next generation of service desks a more personal and personalised experience, and that alone is an exciting future.
How we interact with technology in our own personal lives has transformed in recent years. We now have a simpler, more confident, and more consumer-like experience with the technology around us.
We are all more capable, and we are surrounded by innovations such as Alexa, Siri and Ok Google that have taught us technology should be an intuitive, responsive and naturally integrated part of our lives.
So where does the modern service desk stand in this revolution of understanding and expectation?