Sound Familiar?
Why Getting IT Help Takes So Long
An employee needs a new monitor. They email the help desk, then call because nobody replied, then message a friend in IT on Teams. Three tickets now exist for the same request. If you want to improve your IT service desk, start with how people ask for help in the first place.
Why Now
When Service Desk Problems Get Noticed
A complaint about IT reaches leadership A senior person waited days for something simple. Now there’s a meeting about IT support.
The service desk team is overwhelmed Volumes have grown and the team hasn’t. Staff turnover is rising and response times are slipping.
The company grows quickly New starters, new offices and new systems add requests faster than the service desk can absorb them.
What Changes
What’s Different Afterwards
Where to Start
How We’d Improve Your IT Service Desk
Start with the free review
We look at how requests arrive, what they’re about and how they’re handled, using your ticket data.
What you’ll have: A clear view of where time goes
Fix the front door
We help bring requests into one channel and add self-service for the most common issues.
What you’ll have: Fewer tickets and clearer requests
Automate the repeat work
We help automate frequent requests and set up reporting, so the team can keep improving.
What you’ll have: A service desk that keeps getting better
Want the full method? See IT Service Management (ITSM) and Operations Automation.
Your First Step
Start with a Free Service Desk Review
We’ll look at how people ask for IT help, what they ask for and how long it takes. You’ll get a clear list of improvements to make, starting with the quickest wins.
- We walk you through the findings on a call.
- Then it’s your decision, with no obligation to go further.
Scope
- Service desk channels, tools and processes
- Ticket volumes, types and resolution times
You Provide
- An export of recent ticket data
- Access to your service desk tool
- Time with service desk staff
You Receive
- Common requests ranked by volume and effort
- Self-service and automation opportunities
- Channel and reporting improvements to make
Cost and Timing
- Free, with a fixed scope
- Timing depends on your estate, so talk to us
Try This First
Quick Ways to Improve Your IT Service Desk
Your ticket data already holds most of the answers. These checks pull them out.
Find your ten most common ticket types
Sort last quarter’s tickets by category. The top ten usually account for a large share of volume.
Count password reset requests
If they’re a big share, self-service password reset is a quick win. Microsoft Entra ID includes it.
Check how many requests arrive by email or phone
High numbers outside the portal suggest the front door isn’t working for people.
Look at how many tickets get reopened
Reopened tickets show where fixes don’t stick or communication breaks down.
Ask five employees how they get IT help
Their answers show which channels people actually use and trust.
Why Signisys
Why Take Our Advice on This
FAQs
Frequently Asked Questions
What happens after the review?
We walk you through what we found on a call. You can act on it with your own team, or ask us to help with the bigger changes. Either way, it’s your decision and there’s no obligation.
Do we need a new service desk tool?
Usually not to begin with. Most tools can do far more than they’re set up for. The review shows whether your current tool can support the improvements, and only suggests a change if it truly can’t.
What is self-service and will people use it?
Self-service lets people solve common problems or make requests without contacting IT. People use it when answers are easy to find and actually work, so content quality matters as much as the portal.
Which requests should we automate first?
High-volume, simple and repeatable ones, like password resets, access to standard applications and software installs. They take up the most time and are the easiest to automate safely. Rarer requests can follow later.
How do we measure IT service desk performance?
Track volumes, response and resolution times, first-contact resolution and satisfaction. A good IT service desk uses these numbers to decide what to improve next, not only to report on the past.
Can automation replace service desk staff?
It takes away repetitive work so staff can focus on problems that need people. Most teams find they handle growing demand without adding headcount, and the work becomes more interesting.
Make IT Help Easy to Get
A free review shows where your service desk loses time and which requests to automate first.
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