New age service desk for a digital enterprise

In this digital era, technology has taken a key role as a critical business enabler. Technology is no longer just a tool for an office desk, rather it plays a crucial role in running businesses today.

This rapid shift of the business processes towards the digital platform is also pressuring service desks to become more efficient. This rapid digitalisation has urged service desks to deliver faster, more flexible and efficient services which can cater to the needs of customers and organisations themselves.

Why do businesses need new age service desks?

As organisations continue to harvest great value from technology, service desks need to adapt themselves to the changing technological landscape. With the development of cloud infrastructure, IoT, automation and initiatives like ‘bring your own device’ (BYOD), ‘choose your own device” (CYOD) or ‘corporate-owned personally enabled” (COPE), the need for service desks to step up their game has also increased. In this new digital age, traditional service desks have become obsolete. It has become essential for service desks to become more efficient and agile to help enterprises today.

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Technology which was once confined to only the IT department at the back of an office has now become crucial in the sustainable growth of any company. It is a crucial ingredient for organisations looking for advanced customer support. Furthermore, with the ongoing trend of digital workplace and digital marketplace, service desks are required to provide adequate support to employees and customers at every stage of their operation. They need to change with the changing technologies to prevent digital anxiety.

What does a new age service desk look like?

Organisations today have to empower their tech-savvy employees and they are trying hard to cater to their various needs. The reason behind this shift in the business agenda is to bring more efficiency, reduce human reliance and add greater value to business.

Through the implantation of CYOD, BYOD, COPE, automation software, analytics and several other methods, corporates these days are giving their employees flexibility to choose their device and work more efficiently.

As voicemail, phone calls or email based service channels are slowly becoming obsolete, organisations are forced to devise new strategies. They are increasingly using social media, virtual assistants and live chat to deliver superlative customer experiences.

The focus of a service desk should always be innovation and providing digitalised services to the business. They need to harness newly developed technologies, drive innovation and cater to the changing needs of customers in order to add value to their business.

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Key elements of new age service desk

Analytics: Businesses today are mostly data driven; hence it has become essential to incorporate analytics that correlates data in real-time, understands criticality of requests and identifies relationships between systems and services. Moreover, with intelligent use of data analytics, service desk employees will be able to predict problems and resolve them much faster.

Automation: Intelligent automation helps in reducing L1 and L2 call volumes to a great extent. Implemented rightly, automation can deliver greater business value in IT operations by improving time-to-market, predictability and ability to react faster to changing business trends.

Virtual customer assistants (VCAs): VCAs can offer personalised and context-driven support, with a human-like interaction. They aim to resolve end-user issues at first interaction using AI, NLP and Deep Learning techniques. VCAs can constantly learn from user interactions, and build on their ever-growing knowledge base.

Machine learning and artificial intelligence: Use of AI in service desks gives enterprises the opportunity to analyse vast volumes of data generated from end-user devices, systems, and from consumption patterns. AI facilitates convergence of human and machine intelligence, resulting in improved business agility, operational excellence, and brings about better end-user experience.

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Implementation of automation and AI in the service desk processes will reduce the need for human intervention by at least 50% while speeding the operations at service desk by the same percentage. Furthermore, the cost of operations will also decrease by at least 50%. Hence, greater efficiency and better operation of the service desk will be ensured.

How is CSS Corp reimagining the IT service desk?

CSS Corp’s New Age Service desk is a completely data driven solution that delivers predictive intelligence, automated filing, channel allocation, and routing. It offers a 360-degree view of customer interactions as well as business insights. It also offers 24/7 multi-lingual, device agnostic and platform agnostic customer support which goes way beyond the functions of the traditional service desk and acts as a single point of contact for all IT service needs.

Finally, it offers personalised, user/persona based support solutions aimed at reimagining customer experience. CSS Corp leverages advanced analytic models to build personalised profiles of individuals resulting in greater flexibility and productivity improvements.


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Nick Ismail

Nick Ismail is a former editor for Information Age (from 2018 to 2022) before moving on to become Global Head of Brand Journalism at HCLTech. He has a particular interest in smart technologies, AI and...