For many businesses today, the end-user community includes a huge range of technology sophistication. Some users turn to the internet to find web-based answers, while some continue to depend on the IT helpdesk. It is important that businesses develop a service desk strategy that is aligned with the company’s corporate and IT plan. There isn’t one perfect channel that will suit the needs of the helpdesk. Therefore, companies need to implement the best mix of service desk channels in order to optimize their performance.
An IT helpdesk is designed to optimize services on behalf of the organization and oversee IT functions. It is the first contact in a business for any information technology-related questions. It is necessary that the service desk perform their tasks in the most efficient manner possible so as to improve user satisfaction.
The following techniques facilitate smooth IT helpdesk operations and help them to conduct faster:
1. Use remote capabilities
With advancement in technology, helpdesk staff may now establish a remote session with the user’s computer. Making use of remote capabilities saves a lot of time. Instead of visiting each user in person, establishing a remote session will solve most issues. Though some problems require the physical presence of the helpdesk, this should be the exception rather than the norm.
2. Establish a culture of service
Define and set up a standardized set of steps that the helpdesk should follow when they get a call. Identify the most common issues that customer may face, and provide a series of steps for the helpdesk to follow. Defining these steps will help them resolve the issues as quickly as possible and in an efficient manner.
3. Go into a triage mode
At the very onset, ensure that the helpdesk is capable of identifying the difference between low-priority and high-priority issues. The ones which are low-priority should be dealt with quickly, so that more attention is given to the issues that are of high-priority.
4. Implement a web-based knowledge base tool
Encourage employees to document their findings in a centralized, knowledge-based software system. It will act as a knowledge-sharing center, which may be accessed by the staff in case of any doubt.
5. Track user history
Tracking user history could help identify the problems that the user faced in the past. Usually, users call about the same issue, if the problem keeps persisting. Having such information will be a time saver.
It is the companies’ IT service desks that help to increase customer satisfaction, retention, and growth. The aforementioned benefits of the IT helpdesk do go a long way in speeding up the process and response time of helpdesk operations. In a different blog, we shall further discuss the ways in which IT service desks can speed up their operations.
6. Set time limit for repairs
Some issues take time to fix, while some problems are comparatively easy. Hence, set certain time limits for tasks to be accomplished. If a problem cannot be solved within that time, then the helpdesk may wipe the hard disk and reload Windows (if the problem is software related). This policy goes a long way in increasing the number of calls that a helpdesk representative will be able to handle in a day.
7. Metrics and reporting
There should be a system in place to measure helpdesk performance accurately and consistently. Hence, key performance indicators (KPIs) should be a part of the companies Information Technology Infrastructure Library (ITIL) framework. By defining the metrics to measure the team’s success, the teams will focus on the areas that matter the most.
8. Hire the right people
It is important to hire people who not only possess technical knowledge, but are also friendly in nature. Being patient with customers is an obvious requirement, but some people may find it difficult. Delivering a superior customer experience will ensure customer satisfaction.
9. Schedule appointments for repairs
In case an issue needs an onsite visit by the representative, schedule an appointment with the user instead of just showing up. Sometimes, the user may not be present and showing up without prior appointment may lead to a waste of time.
10. Focus on First Contact Resolution (FCR)
FCR must be the focus of every helpdesk. This means that majority of the issues should be solved within the first contact with the customer. If the company focuses on delivering a high level of FCR, they will notice a ripple effect through the end-to-end support processes.
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