An IT service desk is a function that provides technical support and assistance to the users of an organization’s IT systems and services. An IT service desk typically handles issues such as software installation, hardware troubleshooting, network connectivity, password reset, system configuration,and user training. An IT service desk aims to ensure that the IT systems and services are available, reliable, secure, and efficient for the users.
One of the best indications that there are potential problems within an organization’s IT service desk function is an excessive backlog of user requests. A backlog is a list of user requests that have not been resolved or completed by the IT service desk within a specified time frame. An excessive backlog means that the IT service desk is unable to meet the demand or expectations of the users, and that the users are experiencing delays, dissatisfaction, or frustration with the IT service desk.
An excessive backlog of user requests can indicate various problems within the IT service desk function, such as:
Insufficient staff, resources, or capacity to handle the volume or complexity of user requests
Ineffective processes, procedures, or tools for managing, prioritizing, or resolving user requests
Lack of skills, knowledge, or training among the IT service desk staff to deal with different types of user requests
Poor communication, collaboration, or coordination among the IT service desk staff or with other IT functions or stakeholders
Low quality, performance, or security of the IT systems or services that cause frequent or recurring user issues
Therefore, an excessive backlog of user requests is the best indication that there are potential problems within an organization’s IT service desk function.
References:
What is an IT Service Desk? Definition and Functions - Indeed
The Most Common IT Help Desk Issues - SherpaDesk
18 Common IT Help Desk Problems and Solutions - E-Pulse Blog
