What’s inside

Begin building a better service desk

Forrester reveals how a proactive service desk bridges the gap in employee experience. In this report, you’ll discover:

  • The critical role of humanized, proactive, self-service IT solutions in enhancing employee experience

  • Solutions to build a future-proof service desk that streamlines processes and delivers exceptional IT support

  • The importance of employee experience-aligned metrics and objectives in shaping positive technology experiences

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The report shows big gaps in organizational employee experiences. Key findings:

55%

of employees feel completely supported by their service desk, suggesting room for improvement in support

49%

of employees feel their service desks actively seek feedback, indicating gaps in communication

66%

of employees would prefer a self-service desk to reset their passwords, highlighting the need for automation

Industry experts have spoken

Make the switch from reactive to proactive IT

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