Best practices for effective service desk operations during Covid-19 Pandemic


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Coronavirus is spreading rapidly worldwide and impacting many businesses. Most of the employee’s are working from home including support staff. Due to this situation ticket volume is increased so the workload of IT support staff is doubled. They need to provide good quality service to the employees.
We are successfully managing our service desk operations without compromising customer experience. With our experience and Gartner recommendations we have come up with a few best practices for effective service desk operations during this Pandemic.

The best practices are divided into 4 major parts:

Support Staff Preparedness
SaaS based on cloud ITSM Systems
Service Desk Operation Collaboration Tools
Self-Service and Automation
ServiceRize is managing the service desk successfully in this pandemic with an innovative operating model of the creative combination of virtual agents/bots and human staff. The model helps you to expand when the ticket volume is more also gives the benefits such as reduced TAT, enhancing customer experience, reduced cost of operations etc.
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