IT Service Desk: The Importance of Continuous Training

By Kenna Poulos

IT service desks offer enterprises several benefits, from improving operational efficiency to reducing costs. However, these benefits wouldn’t be realized without an IT service desk team that receives ongoing training. Leveraging an IT service desk that values continuous training can give companies the edge when it comes to resolving IT issues and fulfilling service requests. Here’s why:

1. New Problems Require Updated Resolutions

Every year, new IT problems arise from data breaches and new security protocols to follow. It’s important to stay on top of all of these changes. Continuous training allows an IT service desk to stay current when new problems arise.

2. Continuous Training Facilitates Continuous Improvement

The more an IT service desk knows, the better the team can help improve an enterprise’s operational efficiency. Trained IT service desk personnel will be able to continuously review IT resolution procedures to determine if their approaches are suitable to fix a company’s IT-related issues. They can also leverage new technology and innovations to improve processes and fix issues. For example, IT service desk members can leverage machine learning-powered programs to predict patterns or detect vulnerabilities within a network to improve data and computer security. With an IT service desk that leverages training on a continuous basis, companies can count on processes that improve continuously.

3. It Provides a Way to Improve the Customer Experience

IT service desk team members must be able to communicate effectively and display interpersonal skills in addition to being able to resolve routine and unexpected IT issues. For instance, IT service desk team members who receive soft skills training, such as email etiquette or empathy, can improve customer satisfaction. With proper customer service skills training, IT service desk team members can better serve all stakeholders involved, including a company’s business partners, customers and employees, and improve the customer’s experience.

4. Faster Resolution

Being able to quickly address issues as they arise is crucial for businesses to maintain the efficiency of their operations and reduce the costs associated with IT-related issues. With an IT service desk that embraces continuous learning and development, companies can receive the benefit of faster resolution. That’s because IT service desk personnel who receive ongoing training will have the skills required to quickly address issues that impact business operations. For example, companies can take advantage of IT service desk capabilities to not only address incidents that disrupt operational processes, such as restoring servers that are down, but also routine tasks, including resetting passwords or setting up profiles for new employees. IT service desks are able to accomplish this thanks to their ability to quickly spot issues, devise a way to resolve the issue by establishing specific goals to achieve, and implementing these plans.

Continuous training helps IT service desk team members to routinely enhance their skills and experience, which helps enterprises fix issues fast and reduce costs over time. It’s recommended that companies consider an IT service desk that values continuous learning and training, such as the Contegix Service Desk. Contegix requires its IT professionals to continuously stay current on updates from Microsoft, Windows, and more, and to learn new programs on an ongoing basis so that staff members can have the skills and experience required to resolve IT issues as they arise. By leveraging an IT service desk that values ongoing training and development, businesses can improve operational efficiencies and, ultimately, their bottom line profits.