how to market your service desk

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Post on 13-Jun-2015

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Whether you’re a large national corporation or a small local agency, your help desk ensures the most effective use of your business’s technology, helping you get the most productivity and ROI. The last thing you want to do is make your end users unsatisfied, so having an efficient and well-marketed help desk is imperative to your company’s overall success. When it comes to your help desk marketing tactics, here are a few ways to better get the word out.

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Page 1: How To Market Your Service Desk

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Whether you’re a large national corporation or a small local agency, your help desk ensures the most effective use of your business’s technology, helping you get the most productivity and ROI. The last thing you want to do is make your end users unsatisfied, so having an efficient and well-marketed help desk is imperative to your company’s overall success.

When it comes to your help desk marketing tactics, here are a few ways to better get the word out.

Propose a Help Desk Handbook

More than likely, your company already has an employee handbook given at orientation depicting job responsibilities and company policies. Creating a help desk handbook, or at least a help desk section within the company handbook, could help new hires and trainees understand the basics of IT work and how it reflects their individual positions within the company. The book itself could include sections on logistics, service menu operations for frequent issues, how to submit a request, service obligations and response times, an organizational chart for staffing, and an overall help desk mission statement.

Distribute a Help Desk Newsletter or Online Bulletin

A lot of organizations, depending on employee size, email or distribute monthly newsletters detailing everything from company culture to industry best practices. Including a section about IT tips and tricks, technology updates, known bugs and fixes, security precautions, statistics, and possible success stories and testimonials can go a long way in helping boost your company’s service desk marketing tactics.

Make Your Help Desk More Visible

There’s no denying that most company’s help desk staff are tucked away somewhere in the corporate abyss where no one has easy access to and certainly not clear visibility. These IT “dungeons” may seem like a valid place because more than likely they’re next to the large servers that act as the heart of your company’s living technology; however, they’re not good for your help desk marketing. Consider pulling some of your help desk staff from the dark corridors of the IT cave so that some employees remain with the server while the others sit along with the rest of your company’s employees. This will help other departments see how the “support half” lives. Simply rotate the help desk staff so that each member experiences life in and out of the “dungeon.”

Page 2: How To Market Your Service Desk

Send Out a Company-Wide Survey

Hear it directly from the source – the customer. An effective and direct way to market your help desk staff is to send out a customer and employee satisfaction survey. Conducting a regularly scheduled survey can help you gauge the quality of your end-user support while helping you determine ways to improve your help desk strategies for future tech endeavors. Now that your help desk will be getting some more visibility in your company, check out IssueTrak’s software demo and see how their software can help make your processes run even smoother.