The Role of Automation In IT Help Desk Industry

In the world of digitization, it is imperative for organizations to automate their business processes. Business process automations helps organizations to cut down on redundant steps and eventually streamline the whole process in a more strategic manner, ensuring business growth. Two of the most important aspects of enabling automation are cost reduction as less labor is required to do the work and the increase in the overall organizational efficiency.

To push the organization towards profitability, they must keep up with the competitive market and to do the same, taking help from automation is important. It enables easy inclusions of sought changes and can successfully deploy them whenever required.

Robotic Process Automation (RPA) is a major part of automation and that has already marked a presence in the IT world. Organizations belonging to diverse sectors are leveraging the same to keep a streamline flow of processes in the organization. Not only it has uplifted the overall organizational efficiency, but has also cut cost, saved time, and enabled the workforce to apply their expertise in other important tasks.

Funded by EVC Ventures, BlackBeltHelp, a global HigherEd leader, has taken up automation to enable customized IT Help Desk, admissions, student retention call centers, financial aid, enrollment, and many more. It is currently serving more than 200 colleges and universities across United States.

Let’s have a look at some of the key impacts of business process automation on IT Help Desk:

• Self-Serviceability - Self-serviceability comes across as one of the most common impacts of automation. It enables the end-users to create their own tickets instead of calling the help desk agents. Another way to enable users to solve and further troubleshoot their own problems without depending on the help desk support is knowledge management. This helps in saving time and utilization of manpower in doing other crucial tasks.
• Cost - Cost is always seen as an ongoing aspect in the help desk industry. On an average, the cost of a Level 1 service desk engineer is $22 per hour. Now, imagine how expensive it can be with all those asked queries and workload that is to be addressed manually by the agent. However, with the help of automation of usual service desk requests, organizations can reduce a big chunk of cost, and still manage all those common service desk requests.
• User Satisfaction - For user satisfaction, it is important to provide the best help desk support. No one likes to wait in a long queue, repeating the same problem again and again to help desk agents, creating bad user experience. On the contrary, automation enables customers to be a part of the live chat and get their queries solved without wasting any time. Automation reduced delays and human errors by providing a proper and accurate communication channel.
• Improve Agent Productivity - With the help of a cloud-based knowledge base, help desk agents can smoothly access, locate, and provide correct answers to users without wasting any time. Help desk agents must be proactive to provide the best quality service whenever required and with the help of automation, they can divide the queries that need more time.
• Increased Security - End of the day, it all narrows down to security. Automation increases the security by enabling secure options to deal with password reset or unlock requests along with other identity-based troubles and queries.

The Bottom Line Is

Automation can turn the support into a powerhouse with the right implementation of the same. Every user wants issues to be resolved at the earliest, however, that does not happen always. Not only this, incompetent resolutions or solutions with human errors can add to their frustrations. However, that can be countered with the help of automation. It has already impacted many businesses for good and I am sure it will to do the same or even better in the future as well. What do you have to say? Are you folks using automation yet?

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