All-in-One Workspace for Faster Resolutions

Empower low-level service desk staff to address issues, automate resolutions, and improve efficiency in one place.

Transform the service desk experience

Lakeside Software’s Level 1-2 All-in-One Workspace allows the service desk to quickly diagnose and resolve issues with minimal impact to end users. It draws on the rich underlying analytics of the Digital Experience Cloud platform while only surfacing details relevant to lower-tier workflows so your staff can see more, know more, and do more to improve digital employee experience.

Lakeside’s All-in-One Workspace also brings the added value of holistic help desk efficiency through faster triaging, shorter first contact resolution (FCR) times, and lower mean time to resolve (MTTR). It runs as a stand-alone app or tightly integrated with ServiceNow ITSM.

Accelerate root cause analysis

Lakeside Software’s All-in-One Workspace automatically detects and prioritizes incidents by severity of digital experience impact using Lakeside’s real-time intelligent sensors. Each incident features a helpful description of the problem, suggested steps on how to quickly address the root cause, and any related auto-fixes so L1-L2 staff can achieve resolutions within just a few clicks.

Resolve issues proactively
with automation

Automation can be transformative without being complicated. With the All-in-One Workspace, you can empower staff to go beyond the original ticket request and proactively resolve other issues impacting digital employee experience with one-click auto-fixes and a toolkit of automations configured by your IT department. Lakeside provides hundreds of factory automations out-of-the-box, written by experts and packaged by use case, making it easy to get started with relevant scripts that work.

We would definitely recommend SysTrack for monitoring Citrix implementations and Windows servers.

Matthew Ridley Senior Technical Officer, Dudley Metropolitan Borough Council

Improve holistic
service desk efficiency

The All-in-One Workspace enables staff to resolve a greater range of problems without requiring additional expertise, thereby deflecting potential tickets and preventing incidents from escalating up the support chain. L1 staff can also see when issues are impacting large groups of users, which they can quickly triage with L2 support to proactively intervene and apply a widespread fix.

Capture employee feedback on support service

L1-L2 staff can send surveys to employees within the all-in-one workspace app to gather user feedback and sentiment after resolving an incident. IT leaders can use these insights to understand how employees feel about the quality of support they’re receiving and how services can be improved.