derive the benefits of proactive customer experience
Book a demo Service Desk Services
Infosys BPM’s Service Desk Practice is ITIL V3 Complaint Intelligent Service Desk, with end-to-end ownership of tickets, persona based support, prioritized support for VIP users, Shift-Left model with increased resolution at IT Service Desk services, Infosys BPM automation platform & self-heal to automate top issues, analytics-driven problem management, and improved accountability by providing the status updates to the end users on the tickets until closure.
Why choose us for Service desk services management?
Infosys BPM enables Best-in-class IT Service Desk operations- Next-Gen Tools. We are equipped with:
- In a smart user environment, where the number of calls to the IT Service Desk services can be reduced by up to 20% through effective knowledge management and service desk software.
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Robotic process automation
– Where we reduce ticket resolution time thereby increasing agent productivity. -
Self-heal
– With our proactive monitoring of user device performance and proactive self-heal, we help reduce the average handling time, thereby reducing the number of calls to IT service desk services. -
Problem analytics
– With the help of recurring incidents and pattern, and training need analysis, we help increase first call resolution as well as the average speed of answer.
Redefine end-to-end customer experience
How do our Help Desk Services Deliver Value?
We provide end-to-end help desk services through a single point of contact for all business needs:
- SPOC of contact for IT users
- End to End Ownership
- Incident Management
- Request fulfillment
- Channels of support (Phone/Email/Chat/Web)
- 24x7 support
Network, Messaging & Remote Desktop Support
- Windows/Mac OS support
- Anti-Virus support
- VPN Troubleshooting
- Virtual Meeting Room
- Email support
- Wired/Wireless internet connection
- Share point
- Smartphone support: application installation, configuration synchronization issues, and asset management
- POS (Point of Sale) support for serial port adapter terminal and other asset management issues.
User Administration
- Profile management (setting up, modifying) to align with business needs and best practices.
- Application security fulfillment
- Access management
- Account Unlock/Password reset
Automation through Robotic Process
- One-click automation using smart user environment for a password reset
- One-click automation using smart user environment for account unlock
- Categorization of users into personas to enable personalized services
- Enhanced user experience leading to better adoption of the self-service portal and enhances service delivery
- ~20% improvement in customer satisfaction
- Knowledge dashboard with most viewed/used knowledge articles to enhance our service catalogue
- News on Knowledge Dashboard to keep the user up to date about important IT updates
- Workflow for most used articles in the backend to ensure maximum self-service at all times, adhering to ITSM best practices
- ~20% reduction in calls through increased usage of the portal
- ~30% increase in self-resolution through better knowledge base usage
- ~25% Increase in customer satisfaction
- ~20% of Incidents reported through Chat indicates higher adoption of chat as a channel for resolving issues
- Service request form auto-populated to reduce the number of clicks
- A detailed description of service enables better clarity and searching features for the business user, enhancing service delivery.
- Asset record automatically updated when hardware asset is requested
- Identify the frequently occurring issues, patterns and related trends
- Focus on high impact apps for problem management, identifying possible automation areas that align with business processes.
- Identify common issues/problems across applications
- Prevent common causes of multiple application failures, related tickets
Chatbots – Natural Language Understanding based interface
- Infosys BPM has developed iNteract, a Virtual Assistant/Chatbot solution which enables conversational speech/text interactions leveraging the capabilities of Natural Language Understanding
- Automate even complex requests that are routine in nature to improve our ticketing system and efficiency
- Switch to human assistance when and if required
IT Service Desk Capabilities
Modern service desk services extend beyond basic ticket logging. They combine multi‑level support, persona‑based experiences, and ITIL‑aligned workflows to manage the full lifecycle of incidents and requests.
- Multi level support (L1–L2): Handle common access, device, and application issues at the first point of contact, escalating only genuinely complex cases.
- Persona based and VIP support: Tailor response times, channels, and communication styles for different user groups such as executives, frontline workers, and technical staff.
- Shift left support model: Move resolution closer to the user with better knowledge, tooling, and automation, so more tickets are solved at the service desk instead of higher cost teams.
- Self service and knowledge: Provide portals, FAQs, and how to guides so users can resolve frequent issues themselves and reduce ticket volumes.
- Analytics driven problem management: Use trends in incidents and requests to spot root causes, eliminate recurring problems, and fine tune SLAs and staffing.
Next‑Gen Tools for Service Desk Operations
Next‑generation service desk environments rely on an integrated toolset rather than standalone point solutions. The focus is on automating routine work, improving visibility, and making it easier for support teams to collaborate around each ticket.
- Knowledge base and self service portal so users and agents can quickly find accurate, reusable solutions.
- Virtual agents and chatbots to handle repetitive, low complexity questions and tasks, helping reduce queues and mean time to resolution.
- Monitoring and alert integrations that automatically create or enrich tickets when systems or applications show signs of trouble.
- Analytics and reporting to track volumes, resolution times, backlogs, and user satisfaction, and to highlight where process or tooling changes are needed.
Service desk challenges and solutions
Backlogs usually build up when demand forecasting, routing, or knowledge management are weak. Practical steps include improving ticket categorisation and auto routing, offering self service for frequent requests, automating repetitive actions, and shifting simpler work to earlier tiers with better scripts and knowledge articles. These measures free specialists to focus on complex issues and steadily bring down average resolution times.
Loss of visibility is a common concern when external teams handle user tickets. Shared dashboards, clearly defined SLAs, and regular governance reviews give internal IT teams line of sight into volumes, performance, and risks. Agreeing on escalation paths and reporting formats upfront also makes it easier to spot trends and act on them before they impact users.
Users notice long waits, repeated hand offs, and having to explain the same issue multiple times. Combining self service options with smarter routing, consistent communication, and context rich tickets reduces friction while keeping costs under control. Analytics on survey feedback and ticket patterns then highlight where small process changes can have the biggest impact on satisfaction.
Service desks often handle sensitive data such as user credentials, configuration details, and business information. Typical safeguards include strict role based access controls, encrypted channels, audited changes, and regular security training for agents. Aligning processes with relevant regulations and internal policies further reduces the likelihood of unauthorised access or accidental disclosure.
High ticket volumes, constant firefighting, and limited tools can quickly lead to fatigue in support roles. Balancing workloads, automating repetitive tasks, investing in clear career paths, and giving teams better insight into their own performance all help sustain engagement. Regular coaching and realistic targets ensure that quality does not depend on individuals working unsustainable hours.
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