Success factors for a well-functioning Service desk: what you need to know

Blog | Publish date: 15 Mar 2024

Companies and organizations strive to address various issues and challenges through a Servicedesk function. On the journey towards a well-functioning Service desk with satisfied users, many identify a number of issues that need to be addressed.

Here we list the most common issues that you need to know and keep in mind when aiming for an efficient service desk function.

Issues and how they can be addressed:

Long response times:
If users experience long waiting times before receiving responses or support, it can lead to frustration and dissatisfaction.

Ensure a fast and structured way to handle and resolve incidents, which is crucial to reduce downtime and impact on company operations. Prioritization and management of incidents occur by identifying and addressing the most critical and urgent issues according to your priorities.

Unclear incident management processes:
If incident management processes are not clear and users do not understand how to open or follow up on incidents, it can lead to frustration.

Ensure a user-friendly and efficient process to handle and resolve IT-related problems and incidents to minimize disruptions in operations.

Unclear communication processes:
If communication from the Servicedesk is unclear or ineffective, it can create misunderstandings and frustration among users.

Ensure a centralized place for communication and reporting on IT-related issues and solutions to increase transparency and understanding for users and stakeholders.

Inadequate escalation of incidents:
If incidents are not escalated correctly or if they are not given sufficient priority based on their severity, users may become dissatisfied.

Unresolved incidents:
If incidents are not resolved satisfactorily or if they recur regularly, it can create dissatisfaction and loss of user trust.

Ensure that the Servicedesk is responsible for managing incidents and escalating to more specialized levels of support if needed. This ensures that even complex problems receive the right attention. Furthermore, incident reporting and proactive analysis of incidents need to be performed to identify patterns and trends, which can be used to improve overall systems and processes.

Decreased performance during high loads:
If the Servicedesk cannot handle large volumes of support requests during periods of high load, it can affect the service level and create dissatisfaction.

Ensure that your organization effectively manages its IT resources and allocates them based on user needs and prioritized tasks. Through centralized support and resource management, the Servicedesk helps optimize the use of IT resources. It can prioritize and allocate resources based on user needs and urgent situations.

Lack of technical expertise:
If the Servicedesk lacks sufficient technical expertise to solve users’ problems, it can create frustration and uncertainty among users.

Inadequate knowledge base:
A lack of knowledge base with information and solutions can result in users not finding answers to their questions themselves, causing irritation.

Lack of user training:
If users do not have sufficient training or information on how to use IT resources, it can increase the number of support requests and create dissatisfaction.

Ensure that the Servicedesk builds and maintains knowledge databases containing solutions to common problems. Additionally, provide training and guidelines for users to reduce repeated support requests. Offering users effective training and access to a knowledge base helps reduce support requests and increases user independence. Furthermore, the Servicedesk plays a crucial role in supporting and facilitating the implementation of IT changes by handling user questions and issues related to the changes.

Lack of security measures:
If users feel that their security concerns are not taken seriously or if there are deficiencies in the Servicedesk’s ability to handle security incidents, it can lead to dissatisfaction.

Ensure that the management and reporting of IT security incidents are a high-priority task to maintain a safe and secure IT environment.


Overall, the described issues can lead to low user satisfaction and increased support costs. Maintaining high user satisfaction is crucial. Companies want to ensure that their users receive quick and competent support to keep them productive and satisfied. By offering a structured and efficient support process, companies can reduce support costs by optimizing resource utilization and reducing unnecessary support requests.

In conclusion, a well-functioning Servicedesk is a centralized unit aimed at resolving and preventing IT-related problems and challenges, while ensuring a positive user experience and efficient IT operations within the organization.

Belgin Aksak

This text is partly translated  with the help from Generative AI/ChatGPT.