6 Essential Functions of an IT Help Desk

Female IT help desk provider speaking with a customer.

Providing real-time assistance to customers is the goal

Every IT help desk serves a dedicated purpose, supporting some software or platform for the people who use it. Some IT help desks are internal, helping employees of one or more companies keep their technology on-track for productive work days. Other IT help desks are customer-facing and help smooth the interface between customers and the technology product.

No matter what type of IT help desk you manage, the platform and tools used to provide IT help desk services are essential. Your tools define how well you can help clients, customers, and colleagues. With the right tools, the help-desk work done today can be used to improve service quality in the future both for the current client and your entire service population.

Let’s dive into six of the most essential features for an IT help desk to implement.

1. Ticket Managing System

First and foremost, no help desk is complete without software that provides ticket management. A ticket is a single service request from one of your clients or customers. The ticket usually connects to their customer account, email address, phone number, and a short summary of the problem. From there, IT help desk teams can take the tickets as assigned or claim tickets that their skills are best suited to solve.

The ticket system is essential to ensure that all clients’ problems are addressed quickly from beginning to end until the solution process. Tickets avoid the mistakes of lost requests and calls dropped during transfers because the ticket is not closed until the issue is resolved.

2. Customer Account Service Log

A basic help desk system handles one call at a time. But troubleshooting sometimes takes several calls to find the problem and patterns are essential in diagnosing technical malfunctions. This means that account tracking and service logs are an essential part of a good IT help desk system. When a customer calls, emails, or instant-messages, the ticket they create should be attached to their existing customer or client account. The next time that customer calls in, their previous service and solution should be visible to the rep who takes the ticket.

Tracking past service history can allow IT techs to see if the same problem recurs, if a cluster of problems might have the same root, or if one client just needs clockwork reminding on how to access and change their settings. In addition, it provides a continuity of service, so that reps are aware and can knowledgeably interact based on a customer’s full service experience.

3. Edit and Notate Customer Accounts for Future Services

Beyond creating service continuity with a simple log, an IT help desk also benefits from the ability to edit a customer’s account and leave notes for future service reps who find themselves handling an individual account. Techs can help each other and, as a result, the customer by leaving helpful notes in the right files.

For example, a tech might note that a customer’s home internet is slow, that they are running a legacy operating system, or that they prefer first names to formal address. These little notes serve as guideposts for techs in the future.

4. Email Alerts and Confirmations with Customers

Every IT help desk platform should also include email automation. Clients should get their first email when the ticket is creating, acknowledging their customer service request and letting them know that the solution is underway. If necessary, procedural emails may be used to trade information or share documents between the customer and their IT rep. Finally, customers should receive one confirmation email after their ticket has been resolved. This final email may include a link to provide service feedback.

5. Active Ticket Transfers to Specialist Reps

If a ticket cannot be completed by the rep who first accepts the call or chat, then a transfer may be necessary. A call may be transferred to the floor manager or to a specialist who has experience helping customers with specific needs. Transfers are also the most common error point in a customer service and IT help desk system. It is essential that customers not be lost or dropped during a transfer.

An active ticket system is put in place to keep track of tickets, even when they are handled by someone new. With notation, the new specialist on the case can even quickly skim the past conversation, notes left by the first rep, and jump right into helping the customer with accurate advice.

6. Ticket Resolution

Last but not least is appropriate ticket resolution. IT help desk tickets should never be lost or set aside without resolution. The finality of a ticket should be an email of success to the client. If a ticket is not closed, it will still need to be solved unless an admin formally closes the ticket and contacts the client to further address their concerns.

Looking to boost your IT help desk performance or find a remote help desk solution? We are ready to make it happen. Contact us today to consult on your company’s help desk needs.

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