Olga gives 400 employees a short catalog in their own language. Each request shows its stage and who is handling it, and nobody pays for asking.
Service desk lead / employees
Olga leads the IT help desk at a company with 400 employees in two countries. Requests come by email, through three messengers and in the corridor. Half of them miss the one detail IT needs. Olga wants one front door that people will actually use, in the language they are comfortable with.
Five messages in three chats, an email with a phone photo of a screen, and a colleague at the door. Taras from the warehouse writes: “printer again”. Which printer? Since when? Can he still work? Olga’s team spends the first hour asking questions instead of fixing anything.
The employee portal shows a short catalog of what IT can do: a laptop, access to a folder, a new account, a printer that stopped. Each item asks for the details IT needs, such as which printer and what its screen shows. AverDesk works in English, Ukrainian and Russian, and each person sees it in their own language. It works on a phone, so Taras can report the printer from the warehouse floor.
Taras picks “Printer not working” and fills in two fields. From then on he sees what stage his request is at and who is working on it. For IT this is a request (REQ) that moves through its own stages. All the messages stay inside the request. When something changes, he gets a notice in the app, by email or in Telegram. “Did anyone even see my message?” stops being a question.
Employees who only order and follow their requests are never billed. Only Olga’s team, the people who handle requests (operators), is paid for. Four hundred people on the portal cost the same as four.
Every request and every fault now lands in one queue. Olga sees how many are waiting, which are urgent and who took them (for IT: requests and incidents with live counters). A timer on each one shows how much time is left to answer and to fix it, as promised (the SLA). A board shows who has what. Taras’s printer was working again by lunch. At the end of the month Olga opens the statistics and sees where the time went.
