how to build a successful help desk

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HOW TO BUILD A SUCCESSFUL HELP DESK One key to a successful business is operating a successful help desk. As the primary way you interact with your clients, the help desk serves as the face and voice of your company – internally and externally. It’s your business’ first impression, and you want to ensure that it’s also your best impression. So what are some essential steps you can take to assure your company has what it takes to build a successful help desk? Here are just a few suggestions. Make it. Follow it. Track it. Create an agenda full of goals. This will ensure you have an actual target to focus on and hit. Institute a structured workforce with open communication to end-users. Above all else, monitor, track and survey customers so that you can evaluate your service desk performance and know where room for improvement lies. Do it the right way, the efficient way and it will lead your company in the successful way. Know your client’s needs and how to address them. Don’t just think through how to address your client’s needs. Rather, think about when to address them with a few basic models for cost and availability. Full-time help desk (24x7/365): Easily the most resourceful for client availability; however the highest cost. Third party outsourcing (24x7/365): Client availability is great and the cost is less than a full-time internal help desk, but localization and direct client/IT support can be difficult. Part-time help desk: Obviously a lower cost option than full time, but availability concerns can arise. Implement PSA solutions. Streamlining your IT operations has direct correlation to building a successful help desk. Incorporating a professional services automation (PSA) solution will help make workflow automated, in turn, leading to fully integrated trouble tickets, dispatch scheduling and an overall more efficient use of time and cost. Use the right tools. Investing in reliable IT software and tools to simplify your complex ticking tasks will buy you back much needed time and money while making your customers happy and workforce satisfied. With the proper software, you can quickly resolve problems, deescalate issues and

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One key to a successful business is operating a successful help desk. As the primary way you interact with your clients, the help desk serves as the face and voice of your company – internally and externally. It’s your business’ first impression, and you want to ensure that it’s also your best impression. So what are some essential steps you can take to assure your company has what it takes to build a successful help desk? Here are just a few suggestions.

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Page 1: How to Build a Successful Help Desk

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One key to a successful business is operating a successful help desk. As the primary way you interact with your clients, the help desk serves as the face and voice of your company – internally and externally. It’s your business’ first impression, and you want to ensure that it’s also your best impression.

So what are some essential steps you can take to assure your company has what it takes to build a successful help desk? Here are just a few suggestions.

Make it. Follow it. Track it.

Create an agenda full of goals. This will ensure you have an actual target to focus on and hit. Institute a structured workforce with open communication to end-users. Above all else, monitor, track and survey customers so that you can evaluate your service desk performance and know where room for improvement lies. Do it the right way, the efficient way and it will lead your company in the successful way.

Know your client’s needs and how to address them.

Don’t just think through how to address your client’s needs. Rather, think about when to address them with a few basic models for cost and availability.

Full-time help desk (24x7/365): Easily the most resourceful for client availability; however the highest cost.

Third party outsourcing (24x7/365): Client availability is great and the cost is less than a full-time internal help desk, but localization and direct client/IT support can be difficult.

Part-time help desk: Obviously a lower cost option than full time, but availability concerns can arise.

Implement PSA solutions.

Streamlining your IT operations has direct correlation to building a successful help desk. Incorporating a professional services automation (PSA) solution will help make workflow automated, in turn, leading to fully integrated trouble tickets, dispatch scheduling and an overall more efficient use of time and cost.

Use the right tools.

Investing in reliable IT software and tools to simplify your complex ticking tasks will buy you back much needed time and money while making your customers happy and workforce satisfied. With the proper software, you can quickly resolve problems, deescalate issues and

Page 2: How to Build a Successful Help Desk

isolate root causes. Customize, schedule and export while maintaining complete control over your ticketing process.

Help your customers so they can help themselves.

A lot of times, a customer’s issue is minor enough they can resolve it themselves – so long as they’re provided the proper self-service resources. By building an easily searchable knowledge base for both your customers and your technicians, consisting of frequently asked questions and problems, is a good step toward achieving customer satisfaction without ever having to deal directly with the customer. A simple FAQ section with technical tips and tricks addressing common issues can go a long way in building a successful help desk.

Want to have your successful help desk run even? Visit IssueTrak’s demo to see how our software can help efficiently run your help desk.