Like most organizations, your IT department takes first contact resolution (FCR) seriously. When an employee submits a hardware or software help ticket, an IT agent must solve the problem efficiently so that the end user’s productivity is not impacted. The goal is to avoid escalating the issue to higher-level IT employees, as doing so drives up the cost of the support interaction, and requires the attention of a time-strapped high-level executive.
For these reasons, most businesses use an FCR percentage—meaning the amount of interactions solved the first time around— as a way of benchmarking overall IT performance for solving problems quickly. A strong FCR percentage, for instance, is typically around 85.
This metric, however, and the traditional employee mentality of contacting the help desk whenever there is a technology problem are outdated.
Help desks agents and FCR rates, in other words, were meant for a simpler time in IT, that is, before the rise of enterprise mobility. Now, a typical enterprise may have thousands of employees spread out over many different geographic locations, each with multiple devices they use to connect to the core network. As a result, employees are taxing IT help desks like never before. According to the latest study from the Help Desk Institute, for instance, 57 percent of organizations have recently experienced an increase in the amount of ticket volumes submitted to their help desks. This can be primarily attributed to the adoption of new systems and applications.
For this reason, an increasing number of enterprises are moving beyond internal phone support, and are instead embracing the concept of employee self-service. Using a product like Novell Service Desk, for instance, employees can easily request help desk support over any device, without ever having to place a call. This capability also allows end users to create their own service tickets, track the progress of their resolutions and communicate directly with the support team from a central location.
Service Desk also comes with a complete digital catalog of IT resources, which employees can use to request additional services on an as-needed basis. Novell Service Desk is certified for 10 Information Technology Infrastructure Library (ITIL) processes, some of which include incident management, fulfillment requests and service asset/configuration management.
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