AI-enabled IT Service Desk to drive
40% Fewer Man Hrs.
by simply automating processes like employee on-boarding and off-boarding.
80% Reduction in MTTR
by automating the process of assigning incident management tickets and SLA escalation criteria.
$350K Annual Savings
by automating the inventory management of IT and Non-IT assets.
Resolve Incidents Faster and Enhance End-user Experience with Innovative IT Service Desk
An AI-enabled Service Desk Software that Enables Technicians to Provide Seamless Services, Decrease MTTR, Reduce Escalations, and Provide Exceptional Support to End-users with Flexible Practices and Intelligent Automation.
Lifecycle Management of Service Request
Enable end-to-end lifecycle management of any service request with integrated ITIL-aligned modules like incident, problem, knowledge, change, and release management.
- Build context through relationship mapping for better RCA
- Leverage knowledge management with advanced search to promote self-help and deflect tickets
- Effectively manage, plan, and implement changes and automate the change process with integrated workflows
- Standardization of IT Processes
- Improve Productivity
Service Desk Automation
Get rid of manual repetitive tasks using intelligent workflow automation and time-consuming conversations with end-users about known issues using a virtual agent.
- No code workflow builder to create multi-level workflows
- Manage technician workloads and trigger intelligent assignments
- Create scenarios for specific incident types
- Accommodate every use-case with our bot framework that allows integration with any 3rd party application
- Improved ROI
- Improved Customer Experience
- Less Manual Work
Resolve tickets promptly based on priority, get notified on SLA breach, and measure SLA performance using SLA Management.
- Create multiple SLA policies and escalation criteria
- Auto-escalate tickets and notify key stakeholders on SLA violations with pre-defined automation rules
- Measure SLA performance using compliance reports to gain visibility into the service delivery
- Faster Responses
- Measure Efficiency
Engagement with Virtual Agent
An NLP-powered, Virtual Agent to help organizations minimize tickets with known solutions through automated, personalized responses and by providing access to the knowledge base, saving plenty of time for technicians to focus on pressing issues.
- Drag and drop conversation builder to create conversation flows
- Train multiple models with common search terms
- Create custom chat plugins to enhance functionalities
- Reduce cost to serve
- Provide 24 x 7 personalized support
Elevate customer experience through a multi-channel service desk. Enable users to select the mode of service delivery ranging from email, through the self-service portal to chatbots.
- Maximize user engagement by leveraging social channels like WhatsApp, MS Teams, etc. into self-service
- Allow users easy access to the service portal from our mobile app
- Make knowledge base accessible from the service portal via an advanced search
- Increase Service Desk Adoption
- Better Accessibility
Service Desk Modules
Motadata’s ServiceOps Service Desk helps you Automate Manual Processes to Increase Efficiency and Improve the Quality of your Service Delivery.
Service Operation By 30%
Motadata’s IT Service Management Software is Easy to Use, Simple to Set up, and has Everything you Need to Provide a Seamless IT Service Delivery.
Built For Digital Enterprise
An AI-enabled platform that empowers IT organizations to rapidly adopt changes across People, Processes, and Technology to significantly improve service delivery.
Our Success Stories
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The IT help desk’s primary focus is on assisting end-users with a speedy resolution to their urgent service requests as well as technical incidents. The help desk is a tactical and reactive service, yet it is supposed to be efficient and quick.
The IT service desk, on the other hand, has a wider, more strategic, and cross-organizational purpose. It acts as a central point of connection between the users and service providers.
A service desk, unlike a help desk, considers the larger organizational needs and context rather than focusing simply on resolving end-user issues. Although the service desk generally includes a help desk, its primary purpose is to be proactive in enhancing an organization’s IT and business processes.
Service desks enable communication and collaboration between IT and other departments, assisting in the resolution and even prevention of issues by facilitating the creation, assignment, tracking, and resolution of tickets. They act as a central repository for all the organization’s hardware and software assets.
Service desks help in streamlining and standardizing IT processes using ITIL principles to improve overall IT strategy. They help gather and retain data from incidents, requests, and performance outcomes, allowing for more accurate analysis to make data-driven IT decisions.
Service Desk KPIs represent the success or failure of an organization’s customer support initiatives, so they are the most significant measurable results. Without them, IT teams cannot gauge what is working and what is not. Choosing the appropriate service desk KPIs is how support teams remove the unnecessary efforts, so they can focus solely on activities that matter.
There are many KPIs that can be measured, however the most common and important ones to measure an IT service desk’s performance are Ticket Volume Trends, First Call Resolution Rate, SLA Compliance, End User Satisfaction, Software Asset Utilization Rate, and Cost-per-ticket.
A Service Desk technician serves as the end user’s point of contact to assist them with their IT issues. A service desk technician’s primary responsibilities include identifying, analyzing, troubleshooting, and resolving IT incidents. They take ownership of the issues and escalate them to the 2nd level internal IT support staff if the issue cannot be solved or in case of SLA violation.
Service desk technicians have to be well-organized and well-equipped with advanced technical knowledge in a variety of technologies or tools. They also have to be useful in relationship management to interact and understand the end-users concerns, allowing them to efficiently handle the resolution of the issue.