Learn how to manage requests and services with Service Desk

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Initially used by IT departments, the Service Desk is a center of resources and tools that, through the centralization and integration of information, offers agile and efficient solutions for areas that receive requests to manage and monitor their demands, or resolve problems for partners. , users and customers.

Informally called “service desk”, the Service Desk optimizes communication between the requester and the team responsible for resolving the tickets, thus organizing  Phone Number List the organization's productivity while resolving the customer's pain points.

Over the years, the tool's principles began to be adopted by sectors other than IT, such as Marketing, Finance, Administration, HR and so on.

From this expansion, new Service Desk options appeared on the market, including management software that helps manage requests, as we will show in this complete article on the topic. Check out!

The term, which can be loosely translated as “service center”, indicates the purpose behind the tool: to centralize points of contact for support requests, making the resolution of activities more efficient and organized.

The logic of its operation is similar to in-person service in a store: the user who needs technology-related assistance creates a ticket in the system, which will forward the request to the responsible professional to resolve it. All of this, of course, on an accessible and easy-to-use platform.

Within this logic, a Service Desk's operating system must be fast and intuitive, as it will organize the team's workflow and reduce waiting time for the requested service to be performed.

The benefits of using Service Desk
The arrival of the Service Desk represented an advance in technology in the way of working, as it automated the entry of demands for teams and improved time management, as the tool aligned processes so that people were able to solve service problems . quickly and accurately.

However, the gains from using a tool that consolidates this practice go beyond boosting productivity. In the next topics, we list other advantages guaranteed with the Service Desk.

Centralization and Standardization of demand entry
A Service Desk system centralizes information, facilitating operational processes and data control, as the entire request history is in one place.



As a result, demands are entered into the service center in a standardized manner, making it easier for teams to understand the processes that need to be carried out, optimizing time and productivity.

>> Recommended reading: BPM: what it is, how it works and advantages in process management

In the same vein, Runrun.it forms are essential for unifying information on the same page. With customized templates for IT, they can be used to open tickets, report bugs in the system, release access and other common actions in the area.