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Service desk employees provide first-line support, including handling incoming calls and answering any questions that the customers may have. Since most of these tasks are repetitive, many service desk employees use a script or knowledge items to give standard answers. Questions that require greater expertise move to the third-line support.
This is why business decision-makers are considering using technology for the automation of repetitive tasks. For example, chatbots will take over tasks such as resetting passwords and assigning user rights. A self-service portal will help customers answer their questions, and a chatbot will help with the rest.
Service desk best practices can help manage costs and deliver excellent experiences to new and existing clients. Here are some of the best practices –
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