I used to work as an IT service desk manager. If I’d had the right tools at the time, I might still be one.

Instead, I changed careers and started working at Lakeside, which provides a digital experience management solution that would’ve improved my previous work life and made IT services better for my old employer. I’m not sure if it’s a twist of fate worthy of a facepalm or a smirk, but what I do know is that I’m in a unique position to give advice on how software can make or break the service desk experience for everyone involved.

Too often in IT, we find ourselves faced with problems that seem intractable but are really a result of not having the right tools for the job. This perspective needlessly complicates technicians’ work, slows down support services and, ultimately, stops the business from reaching its full potential.

What I’ve learned since leaving the service desk is that better IT software could have eliminated many of my team’s worst pain points and allowed us to focus instead on meeting broader business needs. For me, that software is of course Lakeside Software's Digital Experience Cloud, powered by SysTrack. And to help you avoid the same pitfalls, I’m sharing three ways I would’ve utilised Lakeside's platform to better manage the service desk.