What is an IT Self-Service Portal?

Opting for an IT self-service portal means ensuring the high productivity of your support service reps in a tech-infused working environment. The internal team can also benefit from the self-service option and reduce work stoppage whenever they have shared questions, don’t have access, or something isn’t working as it should.

What is an IT self-service?

IT self-service is a knowledge base with the information that helps your employees to find answers to their IT issues without submitting an internal ticket to the IT department. But they also can contact a human support agent if they fail to fix their problem.

What is an IT self-service portal?

An IT support portal is a part of ITSM that delivers self-service resources and an internal knowledge base for empowering employees with answers. Within this portal, your teams can look at reference materials and submit and manage tickets from the same interface.

Often, an IT self-service portal includes: a help center, a knowledge base, and a place to create and manage tickets. IT self-service portal improves your employee experience and enhances the process of helping themselves.

Why do you need an IT self-service portal?

An IT self-service portal proves the better performance of service teams in terms of the first resolution and first contact rates than those without. Quite obvious—your employees fast find answers to their questions and focus on tasks that need human assistance.

A list of reasons why you should have an IT self-service portal

Cut on ticket resolution time

Internal communication impacts the quality of performance and shouldn’t be underestimated. Within the IT self-service portal, you provide the proper solutions and offer best practices (on condition you have invested in creating a solid internal knowledge base.) And your employees don’t search the web for a quick fix or workaround.?

An IT self-service portal provides a solution an employee needs right now, so they’re no wait times or longwinded convos. And that ends up in reduced ticket resolution time and cost. If you have large departments with a huge volume of raised tickets, introducing the self-service portal can save you money.

Improve agent productivity

The repetitive support requests from the internal team burn out your service agents. Let’s be honest, fixing the common issues takes time but doesn’t feel productive to the support agent. The morale hits rock bottom. With the IT self-service portal, all the basic and common to your workflow issues can be easily mitigated by employees helping themselves.

Boost employee satisfaction

The low-quality IT support becomes a bottleneck in the work processes and adds up some extra stress to the employees. Employees who know how to resolve IT-related issues feel more relaxed and keep doing their jobs. IT self-service brings a satisfying employee experience and reduces the volume of requests on the IT team.

Solve more with your current team

When your business scales, you hire new employees. That’s clear. But the volume of requests to your support team will grow too. So you need to hire new support agents, right? Or you can invest in developing detailed guides, tips and webinars and suggest them as references in your IT self-service portal.

24/7 customer service

Let’s be honest, not every business needs a 24/7 support service. Yet, if your team works in shifts or different time zones—24/7 support is a must-have. IT self-service portal comes in handy to fix common, routine issues. Your teams get help in real time and don’t expect support agents to come and fix some minor issues.

If your current help desk or ticketing system fails to meet the requirements and you consider changing it – the Help Desk Migration service can handle the burden of data transfer. Feel free to test-drive the automated migration service.??

So do you need an IT service portal?

IT self-service portal helps companies enable self-service and enhances workload management. With this ITSM module, you can create a rich internal KB, customize and automate workflows, and improve employee experience, which impacts the business's bottom line.