IT help desks are constantly changing as technology evolves and users get more familiar with selecting and supporting their own tailored systems. It’s every organization’s goal to maximize the productivity of their help desk and make sure it remains a core part of their business. But the truth is, the fast-paced tech world that is defined by new trends and developments, is posing a challenge for most organizations when it comes to keeping their help desks relevant.
A relevant help desk is essential when it comes to ensuring that your staff are more efficient and responsive when responding to issues and offering reliable solutions to operational challenges. Whether you have an on-premise, outsourced or hybrid IT help desk, here are a few operational techniques to ensure that your help desk remains relevant and aligned with your goals:
The only way your helpdesk team will be effective in handling your IT support needs is if they’re well trained in handling your company’s current needs. They need to be well-versed on the technology they’ll be supporting. For instance, if you’re investing in a mini remote control software to increase the support capabilities of your help desk, you must make sure that they’re familiar with how the technology works across a multitude of operating systems and network environments.
With a good understanding of the current changes and nuances of any technology that you implement, your help desk will have the necessary skills and knowledge required to achieve their core mandate – to offer support and technical assistance to your customers. Performing diagnostic tests and remotely accessing computers forms a critical part of their work.
Quick support questions, pop-ins, drive-bys and even unexpected visitors can easily overwhelm your on-premise help desk team. The same can happen to external IT technicians who are handling too many calls or emails. To avoid such situations, you need to have a streamlined ticketing process where users can log and track problems. Organizations must invest in ticketing systems that are easy to set up and use and can be customized to meet their unique needs.
Off-loading your ticketing system to an external provider’s system can also reduce costs, lower maintenance and troubleshooting work for your IT staff and help establish better access and presence in assisting users. Streamlining your help desk ticketing system enables users to quickly open tickets, check their status and respond to your support technicians more efficiently. Make sure to assign priorities to tickets and offer quick response time.
If you’re planning to make any changes or updates to company services or systems, it’s critical that you keep all users informed. It prevents potential problems like unexpected support questions from surprised or concerned users or customers. Users deserve to know what changes you’re planning to make and how they could impact their access or activities.
Sending out a simple “maintenance” email can help you facilitate the process. You can actually add a specific announcements page on your company’s website where users can see expected changes, updates or software roll-outs. It’s important that your employees also know where to check for any new status updates. Be as clear and concise as possible in your communication.
Yes, your help desk staff don’t have to do each task that’s related to IT support. Your IT staff are sometimes overwhelmed with work that users can easily perform themselves. Simple, repetitive and self-service tasks like handling minor issues such as how to take a screenshot, adding a new email to a smartphone or even changing a default printer can be transformed into helpful resources in a centralized location like an internal blog, knowledge-base or SharePoint site.
Even though most users are now considering self-support with the numerous resources available online, your help-desk still plays a critical role in ensuring that they remain satisfied with your services and systems’ accessibility. Implementing these operational techniques will ensure that your IT help desk remains relevant.