The State Of The Service Desk, 2024

February 22nd, 2024

With contributors:

Glenn O'Donnell , Madeline Cyr , Christine Turley

Only 55% of employees feel completely supported by their service desk. Despite human best efforts, systematic technology failings continue to drain employee experience (EX). This report details how to start overcoming these barriers. The service desk, and IT in general, face not just perpetually high demand, but chronic resource limitations and lack of support for EX considerations in decision-making and purchasing. To overcome these shortcomings, utilize experience surveying, proactive remediation, and self-service, and prioritize EX-aligned metrics.

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This report is available for individual purchase ($1495).

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