Enhancing IT Support at AMD: User Experience and Innovation

IT Service Desk Objective and Scope

The AMD IT Service Desk (ITSD) serves as the global frontline for AMD employee technology support. Its mission is simple and focused: deliver fast, reliable, and intuitive IT assistance that enables every AMD user—across all locations and business functions—to stay productive. 

Key responsibilities include: 

• First contact incident and request resolution
• Intelligent ticket routing and triage
• Global standardization of processes
• Continuous improvement of service quality

Advancing User Experience Through Continuous Innovation

To meet evolving employee expectations, ITSD continuously enhances its capabilities. The team leverages automation, analytics, and simplified workflows to reduce effort, resolve issues faster, and proactively anticipate user needs. 

Focus areas include:

• Reducing operational complexity
• Strengthening global process alignment
• Increasing clarity and predictability in support interactions

Key Performance Improvements

Reduction in Hop Counts

Minimizing the number of ticket handoffs directly improves user experience and resolution speed. Improved triage accuracy and cross‑team collaboration have led to clear reductions in hop counts. 

Hop‑count tickets dropped significantly from 11% to 4%, demonstrating improved service routing accuracy and effectiveness, with a continued focus on smarter, more streamlined support experiences.

High Customer Satisfaction (CSAT) Scores

Delivering an exceptional support experience remains central to our mission. With faster resolutions, smarter communication, and continuous enhancements, ITSD strives to make the user journey simple, responsive, and aligned to real needs. Throughout 2025, CSAT scores remained exceptional consistently—above 96% every quarter—demonstrating the strong trust users place in our support and the impact of our commitment to delivering a world‑class service experience.

Strengthening Overall IT Service Desk Effectiveness

The IT Service Desk plays a central role in maintaining operational stability and enhancing the digital work environment at AMD. Despite significant growth in overall user volume across the enterprise, the IT Service Desk has maintained service quality without increasing technician headcount. This efficiency is enabled by targeted automation, improved workflows, and strong operational excellence.

Conclusion

As AMD continues to accelerate innovation globally, its IT Service Desk remains a vital enabler of employee productivity. By modernizing its processes, strengthening operational efficiency, and keeping user experience at its core, ITSD enables every employee to work with confidence and minimal friction. 

Through its commitment to excellence and continuous improvement, the IT Service Desk is not only supporting the AMD technology ecosystem, but also helping power the future of the organization.