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Blog - Lucie Ryan highlights opportunities and challenges for the service desk industry in 2020


Lucie joined ESP as Service Delivery Director in October 2019, and is planning to introduce new initiatives to the business line to ensure the company stays at the top of its game.

Reading, UK, 29 October 2019 -- Many industries are benefiting from the introduction of digitisation and increased levels of automation, which can improve efficiencies and help deliver a more streamlined service to their customer bases.

This is true in the service desk industry, in which innovative tech is speeding up response times and in turn improving the level of assistance that can be offered to customers and consumers alike, and there are ongoing requirements for service desk providers to stay on trend by incorporating artificial intelligence (AI) and robotics into their respective operations.

While these disruptive technologies help speed up services by removing unnecessary lines of response, it is also imperative to ensure that these technologies are introduced only where appropriate, and without losing the level of customer service that ultimately only a human can bring.

Everybody wants service fast and they want it yesterday, but it is still true that when something goes wrong, customers want to be able to speak to and be reassured by a human being. If there is a problem and somebody reaches out, being quickly passed to a real person gives a sense of loyalty that is very difficult to obtain nowadays.

Pricing is important - everybody wants everything cheaper and faster - but it's also about whether or not you get that service when you really need it, and that’s why people stay with certain brands. 

Much of it depends on how companies balance their digital transformation, which is distinguishing pioneering providers in this field from others.

ESP is paying particular attention to how it can strike this balance, ensuring that it remains relevant by applying innovative technologies while also offering the high level of service that customers require.

The company wants to remain at the top of its game in this area, and as part of this we will endeavour to gain even more certifications that prove we can provide a level of service that industry expects, and more. As part of this, we will continue to work closely with the Service Desk Institute and ITIL on certification standards.

We believe this will also allow for employee-led innovation, and empower teams to come up with ideas on where they can improve. Ultimately, ESP really can be a ‘service desk for sale’ that delivers the same standards and service across all industries, with customers that trust us to deliver it through our adherence to industry certification standards.

Despite being at ESP only a few months Lucie comments that she can see a huge passion for the industry, and now ESP is on a journey to prove to others just how passionate it is.

About ESP Global Services Ltd.

For nearly three decades, ESP Global Services has been providing IT support solutions to companies worldwide, be it day-to-day on-site support, service desk coordination, or system installation and integration, for a range of industries.

The service desk business of ESP is a provider to a variety of industries the worldover, with customers including Marie Curie, daa, Alpha Financial Services, and Shannon Airport

Press contact:

Email: press@esp.co.uk

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