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Ultimate Guide Cloud Modern
15 October 2024
IT Consulting Can Boost
15 October 2024
Enhancing IT Helpdesk for a Leading Nordic Technology Company
Our Nordic client, a prominent technology company operating across multiple regions, faced challenges in delivering a seamless IT Helpdesk experience for a growing employee base.
Our Services
Solution to Overcome Challenges
Ripton Solutions deployed the ServiceNow IT Service Management (ITSM) platform, providing a robust and centralized ticketing system for seamless issue tracking, prioritization, and assignment.
Ripton Solutions worked closely with our client to develop a knowledge base containing troubleshooting guides, FAQs, and best practices. This empowered employees to access self-help resources and resolve common IT issues independently.
Ripton Solutions automated ticket routing, escalation, and follow-up processes to ensure swift and efficient handling of support requests. Workflows were streamlined to eliminate bottlenecks and reduce response times.
Ripton Solutions implemented communication channels such as chatbots and a user-friendly self-service portal, allowing employees to log tickets and receive timely updates on their requests. This improved communication and collaboration between the helpdesk team and end-users.
Key Benefits
Get In TouchResults / Benefits
Our client witnessed a 30% reduction in average ticket resolution time due to streamlined workflows and enhanced collaboration between the helpdesk team and end-users.
The implementation of self-service options and a user-friendly portal led to a 40% increase in employee satisfaction. Employees appreciated the ability to independently resolve common IT issues and the improved responsiveness of the helpdesk team.
Our client gained valuable insights into helpdesk performance, issue trends, and user satisfaction through ServiceNow’s reporting and analytics capabilities. This empowered data-driven decision-making for continuous service improvements.
By automating manual processes and improving operational efficiency, our client achieved a 25% reduction in overall IT support costs. The ability to resolve issues more efficiently reduced the need for additional support resources.
CONCLUSION
Through the partnership with Ripton Solutions and the implementation of ServiceNow ITSM, our client successfully transformed their IT Helpdesk services. The streamlined ticket management, enhanced self-service options, improved communication, and analytics capabilities resulted in faster issue resolution, increased employee satisfaction, and cost savings. Our client now benefits from an efficient and user-centric IT Helpdesk, supporting their business operations and driving productivity.