Lakeside Assist boosts helpdesk efficiency via the prioritisation of common issues
Digital experience management provider Lakeside Software has announced a new helpdesk application for its Digital Experience Cloud.
Lakeside Assist augments the helpdesk with analytics and automation capabilities, and is capable of being run stand-alone or integrated with ServiceNow.
Designed for level 1 and level 2 helpdesks, the solution intends to improve efficiency, reduce first contact resolution times and boost the employee experience. A recent survey conducted by the company revealed that nearly 60% of IT leaders put reducing the time to respond to IT incidents as a priority.
“Our recently released global market survey results established a direct link between the lack of prioritisation and investment in digital experience technology solutions and a decrease in organisational financial performance,” said Mike Schumacher, CEO and founder of Lakeside Software. “Helping those professionals on the front-lines of support is paramount to ensuring employees have a superior digital experience. With Assist, L1 service desk teams are empowered to immediately perform rapid root cause analysis and remediation, further enabling IT organisations to proactively act and identify IT performance problems before they escalate.”
Assist also integrates with ServiceNow IT service management (ITSM), enabling root cause analysis from within the ServiceNow ITSM platform, including device details, experience scoring and problem alerts.
“Rockefeller Capital Management is pleased to see the new capability provided by Assist,” said Joe Martella, Managing Director, Technology Service & Support, Rockefeller Capital Management, a Lakeside customer. “The easy-to-use functionality made possible by the new interface for the Service Desk means we will be able to shift-left and resolve more issues at the entry point for support, which should ultimately help us deliver a better end-user experience and improve the operational efficiency of the Service Desk.”
Earlier this year, Lakeside announced another ServiceNow integration of its SysTrack Root Cause Analysis product, an app delivering endpoint intelligence for service desks.
“We’re always looking for opportunities to provide actionable intelligence when it counts,” said Ben Murphy, Lakeside’s Senior Director of Product Management. “Through our integration with ServiceNow, customers can empower the L1 service desk with the information needed to process tickets faster and improve service quality without leaving the Now Platform.”