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Since the arrival of the first computers, service desks have been employees’ lifelines. When their essential desktop equipment has failed to perform, employees have turned to their company’s service desk, which in most companies is a core part of their IT organization. Its importance was amplified when the COVID-19 pandemic abruptly relocated workers from their offices and call centers to their homes, disrupting the way they work as it disrupted almost every other facet of our lives.

So, we thought we would take a look at the service desk function and how it has evolved over the years, and more importantly what changes we are seeing, now that artificial intelligence (AI) has come to the forefront of innovation.

What better way than to ask a panel of experts? Our recent panel discussion on the evolution of the service desk was hosted by Eric Hochstein, Business Development, with ChoiceWORX. Joining Eric is a panel of three industry insiders with great insights from their years of industry experience. Jeff Rumberg is the founder of MetricNet, a company that has the most comprehensive database of IT benchmarks in the world. David Wright, from the Service Desk Institute, is the chief value and innovation officer, and is an auditor and consultant with 20 years of BPO and ITO service management and business strategy experience. And Sam Gross is the founder and president of ChoiceWORX. Sam was previously a chief technology officer in global outsourcing and a leader for companies such as CompuCom, Unisys, CSC and Siemens.