The Impact Of Automation On IT Help Desk



By Anjli Jain on 9 Feb 2018

Business process automation is essential in today’s digital world as it removes the most redundant steps of organizational processes, streamlining them with an innovative approach to business growth. The two most important factors of business automation which is considered of value are the reduction in labor, which means saving cost, and operational efficiency.

It is important for an organization to keep up with the competitive market if they want to see strategic result towards profitability. To do that, they need to be hands-on with the automation industry and apply the necessary changes whenever and wherever needed. Automation has seen tremendous success in many areas of business including IT Helpdesk industry.

A big part of automation is Robotic Process Automation (RPA) which has made quite an impact on IT workforce. Typically handled by humans, it threatens to take away a large portion of jobs by replacing humans with advanced software. Many organizations are using it for forming a systematic process. This has not only increased efficiency but has also cut costs, saved time and welcomed the manual workforce to apply their knowledge and skills on more intelligent tasks.

BlackBeltHelp, a global leader in the Higher Ed space funded by EVC Ventures, has taken up automation to provide tailor-made IT Help Desk, financial aid, admissions and enrollment, student retention call center services to more than 200 universities and colleges across the United States. Automation has helped many institutions excel in many ways than one could think of. Listed below are the key impacts of business process automation on IT Help Desk:

- Self-Serviceability: One of the most common impacts of automation is self-serviceability. End-users can create their own tickets rather than calling the help desk. Knowledge management is another way to enable users to solve and troubleshoot their own issues without any dependence. This, in turn, makes service desk more efficient as they then focus on the major queries and the users to save time from self-help.

- Cost: Cost may have been an ongoing issue for the help desk. Normally the average cost for a Level 1 service desk engineer is $22. Think how expensive can it be with all the queries and workload addressed manually. Automation of common service desk requests reduces a major chunk of the cost, and still able to handle common service desk requests.

- User Satisfaction: Fact is, you need speed to provide the best help desk support. Users love live chat as it gives them the exact information and assistance they are looking for without wasting any time. Automation helps build user satisfaction and reduces delays or manual errors by communicating clearly and delivering quick and accurate support.

- Improve Agent Productivity: By maintaining a cloud-based knowledge base, agents can easily locate, access and provide accurate answers to users without wasting any second. Agents need to be on their toes to offer best quality service when required and through automation, they are able to divide which queries are escalations and need more time.

- Increased Security: It all comes back to security at the end of the day. Automation doubles the security by enabling safe options to handle password reset/unlock requests and other identity-based issues.



The Bottom Line Is

Let’s hear the music, users want attention. They want their issues and queries to be resolved with the best services and without delay. Automation is what runs the show today and can turn support into a powerhouse if applied right. It has definitely impacted the business and IT help desk industry yielding better results, improving user satisfaction rates and cutting the operational cost. There is no denying that automation is the next phase of help desk support.

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