Service Desk Challenges: Increase First-time-fix Rate

Craig Whytock, a Solution Consultant at IFS Assyst, explains how service desks have the responsibility of fixing issues fast and in the correct way, fast. IT customers have high expectations when it comes to quick, decisive action. Those that work on the service desk strive to meet these expectations, close issues that are raised and make sure they do not come back again.

The service desk runs on one-to-one communication between analysts and customers, analysts are not talking to one another. Repeat calls from customers consume the working time of service desk analysts whilst customers with more recently identified issues wait in queues. Considering this, it is universally cheaper for the service desk to respond effectively and decisively in the first instance, and of course, this improves the level of service for their customers too.

Read the full article from IFS here.