IT Service Desk – Level One

Aternity IT Service Desk – Level One offers frontline support for end users, swiftly resolving basic IT issues and escalating complex problems when needed. Using Aternity’s tools, Level One ensures minimal downtime and enhances user experience.

Process and Deliverables

Vision and Strategy.
Research.
Persona.
Adobe XD Prototyping.
Collaboration with a Product Owner.
Cross-team dependencies.
Icons & Illusrations.
HTML&CSS coding.
Usability Testing.

5 Days Design Sprint

A design sprint is a powerful tool for quickly developing and validating ideas, reducing risks, and accelerating the product development process. By following the structured five-phase approach, teams can efficiently move from problem identification to tested prototype in just one week, enabling faster innovation and more informed decision-making.

Service Desk Level One persona

A persona like Mike helps ensure that design decisions align with the real needs and expectations of users, leading to more effective and user-friendly products.

Challenges

The UX/UI challenges involved displaying the device checklist by hardware and software, grouping the items into similar sections, showing their status and description, and finally fixing any errors through remediation actions in a clear and clean manner for the end-user.

Key UX Considerations

Intuitive Interface

The Service Desk system should have a clean, user-friendly interface with intuitive navigation. Essential functions such as ticket creation, tracking, and resolution should be easily accessible. Use of visual cues and icons to guide Mike through common tasks without overwhelming him.

Performance Metrics and Feedback

Include dashboards with real-time performance metrics and analytics. Allow Mike to track his key performance indicators (KPIs) and progress. Implement feedback mechanisms for users to rate their support experience and provide suggestions.

Remote Support Capabilities

Incorporate remote support tools to allow Mike to assist users without being physically present. Ensure secure and stable connections for remote troubleshooting. Provide options for screen sharing, file transfer, and remote control.

Stress and Workflow Management

Design features that help manage workload during peak times, such as smart ticket distribution and scheduling. Integrate wellness and stress management resources within the platform.

Conclusion

To enhance the UX for IT Service Desk – Level One support, the system should prioritize efficiency, usability, and continuous improvement. By focusing on an intuitive interface, efficient ticket management, comprehensive resources, effective communication tools, and support for professional development, the Service Desk platform can significantly improve the user experience for support specialists like Mike Johnson. This approach will lead to higher satisfaction, reduced stress, and better overall performance, ultimately benefiting both the support team and the end-users they assist.

The Use Case

Level 1 IT Support homepage, the gateway to resolving user device issues. Here, support personnel receive incoming calls from users encountering technical difficulties. The interface features a prominent search field, enabling support staff to find quickly the specific device.

The Level One technician navigates to the “Device Overview” tab, where they find a comprehensive display of basic user information, device performance metrics, technical specifications, and a log of recent events. Notably, the device score and green-colored icons swiftly convey that no critical issues have been detected.

In the “Device Checklist” tab, during a thorough investigation, the technician notices that there is no disk space detected. He clicks on the “Fix” remediation action to resolve the issue.

The “Run Action” remediation dialog appears, displaying the “ServiceNow” description of the ticketed field. The IT support personnel then instruct the user to approve the remediation script window after initiating this remediation action.