Cost savings in the service desk

More efficiency, better results, fewer escalations

The service desk is the heart of IT support in companies and is often one of the most cost-intensive IT departments due to its central role. The increasing complexity of environments and growing user requirements contribute to high costs for IT support. Nexthink, a platform for Digital Employee Experience (DEX), offers innovative approaches to reduce these costs and improve the digital user experience at the same time.

Cost drivers in the service desk

To understand the benefits of Nexthink, it is important to know the main cost drivers in the service desk:

1. High number of support tickets: Recurring or avoidable tickets cause unnecessary costs.
2. Long processing times: Missing data leads to inefficient processes and delayed resolutions.
3. Insufficient error analysis: Lack of transparency makes it difficult to resolve issues quickly and at scale.
4. Personnel costs: The need to employ highly skilled professionals for routine tasks drives up costs.
5. Low user satisfaction: Dissatisfied end users are less productive. According to EUC Guide to Cost-Effective Digital Workplaces by Nexthink only 50 percent of IT problems are reported, the remaining users suffer in silence.

Cost benefits through the use of Nexthink

Nexthink offers numerous technical options for increasing the efficiency of the service desk and reducing costs in the long term:

1. Eliminate disruptions through early automatic detection

Due to the complexity of modern workplaces, IT teams need comprehensive insights into their environments. Nexthink visualizes and correlates event-level data from devices, applications, infrastructure and the user experience. Automated alerting capabilities can be customized to any DEX aspect and integrated with third-party systems. These alerts inform IT teams in real time of potential problems before they affect the end user. This allows solutions to be applied quickly and scalably or affected users to be informed in a targeted and timely manner, reducing the number of tickets.

2. More efficient ticket processing

3. Automation of standard tasks

Nexthink recognizes recurring problems and tasks and enables them to be solved proactively - without any manual intervention in the service desk. Depending on the situation, the implementation is either fully automated or involves user interaction. Examples of this include cleaning up storage space, deleting browser or Teams caches and resetting passwords.
By reducing the number of incoming tickets, technicians gain valuable time to concentrate on more complex tasks.

Maximize the benefits - How we can support you

Our experienced teams can help you identify and solve problems in your IT infrastructure before they negatively impact your employees’ activities. Here are some key services:

• Implementation: We ensure that Nexthink is seamlessly integrated into the existing IT infrastructure.
• Proactive optimization: Continuous improvement is achieved by regularly reviewing DEX scores and integrating Nexthink data into business and IT processes.
• Automation and customization: We are able to develop customized scripts and automations to make recurring tasks efficient.
• Training: IT staff are trained to use the platform effectively and analyze the data obtained.

Conclusion: lower costs, greater efficiency and satisfied employees

Nexthink offers a powerful platform to significantly reduce service desk costs and improve the quality of IT support at the same time. Thanks to transparency, problems can be identified, diagnosed and resolved before they disrupt employees’ work. Efficient ticket processing and automation can reduce operating costs and increase user satisfaction. An increase in IT tickets does not necessarily lead to higher costs. Instead of hiring more service desk staff, recurring problems should be handled automatically, their escalation avoided and causes resolved.

By identifying and resolving problems automatically, it is not only the service desk that benefits, but all users in the company. Fewer technical interruptions mean more time for productive work and reduce frustration in everyday working life. This represents a significant lever for the entire organization: Greater efficiency, satisfied employees and IT that is proactive rather than reactive.
With the support of our experienced DEX experts, you can make the most of your service desk’s potential, increase the productivity of all employees and optimize your IT strategy in the long term.