Many corporate IT service desks continue to be under pressure to deliver better IT support - with both end users and customers demanding increased efficiency and a better service, and likely at a lower cost. So, service desks can't afford to stand still, and the improvement of their operations, and of IT support in general, should be a crucial part of any corporate IT department's strategies and improvement roadmap.
However, it can be a tough ask - as, after enduring over a decade of IT-support budget cuts, finding new ways to improve the service desk might appear difficult. Especially when operating with limited funding and people. Thankfully though, customer engagement and support advancements, including improved support technologies, can provide an easier route to both tangible service desk efficiencies and employee - affecting improvements.
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