Smart Service Desk

An IT Service Desk that provides swift, personalized, and interactive support enriching employee experience across multiple touchpoints in a secured workplace

Rapid digitization, immersive technologies, and customers who prefer firms that provide intuitive platforms to engage with experts are driving organizations to develop smart service offerings to deliver seamless experience across multiple channels.

Microland’s Smart Service Desk offerings provide employee-centric support by integrating virtual assistants to automate conversations and resolve customer queries quickly at the L1 layer. The entire interaction is personalized right from greeting the user to recognizing the device status and assessing the issue by analyzing previous tickets. Microland manages 2.5 million contacts per year across multiple geographies and countries by providing them hyper-personalized and swift services. Our Smart Service Desk operations led by ITIL methodologies are driven by self-heal and self-service solutions and powered by Microland’s automation platform. The key features of our Smart Service Desk offering include:

Omnichannel Support

Users can choose their preferred channel and can seamlessly move across channels without losing the context of the contact and without repeating any information already shared. This helps to improve the overall experience in every interaction.

Swift and Personalized Support

Our Smart Service Desk is available 24x7 365 days a year. Users can avail support from anywhere, anytime, and in multiple languages. Our Smart Service Desk understands the user’s persona, IT requirements - devices and OS version, and their issues to provide a faster resolution with minimal probing questions. Our engineers proactively address any kind of issues making us a preferred IT service desk management partner.

Experience Center with remote take over capabilities

Experience Center is integral to the Smart Service Desk, where the team leverages the benefits of our platform “smartAnalytics”. We use smartAnalytics solutions for improved analysis and efficient workplace management. smartAnalytics provide deeper insights into the end-user estate and real-time visibility into workplace environment. Our team monitors the experience of office users vis-à-vis remote users in real-time and takes proactive measures to address anomalies through self-heal and remote resolutions before it impacts user experience. The center implements “Shift Left” principles to proactively identify system failures, application issues, and network glitches and engage the right resolver teams to reduce incident reporting time and increase productivity.

Remote take-over capabilities are integral to our Smart Service Desk. The team is equipped with tools to support remote takeover of user machines and drive first time right issue resolution process, reducing volume of escalated tickets to other resolver teams.

Automated Support and Self-service

Intelligeni Bots, our flagship workplace service suite automation platform reduces human intervention by automating all low-value interactions. Intelligeni Bots provide 24X7 support and when triggered, execute the desired actions automatically, thus reducing the IT service desk manual efforts. These bots read and understand the incidents/service requests raised by end-users and initiate auto-remediation for tickets which doesn’t require human intervention. The bots assign complex incidents/service requests to a service engineer. The automated bots acts as a trigger for the following:

• Tickets raised from any ITSM platform. The incidents and requests from the ITSM tool can be used to invoke corresponding Intelligeni Bots
• Script gallery portal, used by the IT Service Desk engineers to download a script and configure it to run on a specific end-user machine
• Self-service portal which users can initiate from their respective machines