IT service desk teams need to be responsive, organized and capable of getting the job done at times of crisis. Because of this, limitations in the ways that employees can get a hold of the service desk can present major barriers to operational efficiency.
The importance of contact methods available within the service desk is rising as more companies become dependent on mobile devices. The widespread use of personal smartphones and tablets creates an environment in which more people plan to get the job done with much more flexibility. In many cases, people look at work tasks as operations they can accomplish anytime, anyplace. In turn, many enterprise employees also expect to be able to get in touch with the service desk, or at least get their incidents resolved, at a moment's notice.
This more flexible operational climate is forcing businesses to rethink how they manage their service desk; something that is particularly tricky for organizations that do not have the personnel resources to have a staff member available in the office 24/7. Remote service management functionality can be a key asset in this area. With such tools in place, service desk team members can receive tickets on a variety of device types and perform various support tasks quickly through remote access.