When technical problems arise, many people contact the helpdesk first. Its employees are the “unsung heroes” of every organization: they solve straightforward problems, catalogue them, and delegate complex tasks to specialists. Rapid technological development in recent years has also changed helpdesk operations, with robots increasingly supporting employees in their daily work. Business process robotization—how does it work?
Business process robotization, or Robotic Process Automation (RPA), is an automated method of processing data and performing repetitive business tasks. It uses robots to carry out recurring activities such as processing data, completing forms, and generating reports. The first step in robotization is an analysis of business processes, which identifies the tasks suitable for automation. Robots are then designed to perform the selected activities. Once implemented, integrated, and tested, they are ready to work and can execute repetitive tasks without human involvement. RPA is becoming increasingly popular among many organizations and forms part of the hyperautomation trend. Its numerous benefits include savings in time and cost, greater accuracy and efficiency, and improved service quality. It is therefore unsurprising that companies in the IT industry use robotization, particularly to automate helpdesk activities.
What does an IT helpdesk do?
An IT helpdesk may consist of many specialists, although in some cases it may be a single employee. Whatever its size, its principal objective is to provide technical assistance and resolve problems. Helpdesk staff should be capable of solving simple issues independently and know where to redirect a ticket when a more complex difficulty arises. The most important IT helpdesk tasks include:
- receiving and registering user tickets in the system;
- analyzing technical problems;
- helping resolve reported issues;
- ensuring the continuous availability of IT systems;
- removing software and hardware faults and carrying out basic maintenance or repairs;
- advising users on how to operate IT systems;
- managing IT infrastructure;
- maintaining contact with users.
A helpdesk can operate in different ways depending on the organization’s needs. It may be located at company premises or work remotely, and assistance may be provided by telephone, email, or remote-access systems. Helpdesks are sometimes underestimated, yet they are a very important department in every organization, particularly an IT organization. The faster and more effectively helpdesk employees solve users’ problems, the more favorable those users’ opinion of the company will be. A helpdesk is also essential to everyday business operations: highly qualified specialists can resolve a large proportion of the technical problems employees encounter, minimizing downtime.
Which helpdesk activities can RPA replace?
In a helpdesk, robots can take over the receipt of tickets and their assignment to the appropriate specialist, the generation of reference numbers, and report preparation. Users benefit as well: robots can replace helpdesk employees in resolving simpler technical problems, such as restoring passwords, resetting network settings, and installing software. RPA can relieve employees of monotonous duties, allowing them to handle more complicated issues. This can increase the efficiency and quality of their work and, in turn, improve user satisfaction.
Are helpdesk employees at risk?
Robots cannot completely replace an IT helpdesk. More complex technical problems often require specialist knowledge or a creative approach, both of which are human strengths. Contrary to popular belief, RPA will not cause people to
lose their jobs; implementing robots is simply the deployment of advanced tools. This does not change the fact that robotization and automation may reduce the number of positions required or change employee requirements, which can cause anxiety and stress. Change in the IT industry is dynamic and, to some extent, makes continuous skill development necessary. It is important to remember, however, that robotization reduces the time required to perform tasks. Organizations can use the resulting
free time to train employees, both in new skills and in preparation for changes resulting from robot implementation.
How does robotization increase helpdesk efficiency?
In addition to reducing response and problem-resolution times, helpdesk automation can accelerate and improve the efficiency of many other processes. In general, it increases task accuracy, which improves the quality of the services delivered. In ticket intake, for example, this is evident in a more efficient ticketing process: robots can process far more enquiries than a person, who may experience fatigue and mental exhaustion when handling dozens of tickets. Robot implementation therefore improves employee efficiency and allows specialists to focus on tasks requiring expert knowledge. Robots can support them in those tasks as well, minimizing the risk of error. Helpdesk automation also enables data to be collected and analyzed automatically. Problems can consequently be identified and resolved faster and more efficiently. The use of data and robots also ensures quicker and more precise responses to user or customer enquiries. In summary, implementing RPA in a helpdesk not only increases the department’s overall efficiency and that of its employees, but also reduces the company’s operating costs. The organization can devote the funds saved to employee training and business development, which may be crucial to its market position in an era of widespread robotization.
