It is almost time for the office to close on a Friday. Your boss is expecting to receive a report from you. You attempt to print the report, but nothing happens when you hit the print button. You decide to call your help desk, but no one answers the call. How are you supposed to receive help from the help desk when no one is available to help you?
You are already having problems that are stressing you out. You do not need any added pressures, nor do you need any excuses about why someone cannot help you with your problem. Thankfully, this does not have to keep happening. IT Help Desk support is available to help you. There are a few traits that can make an excellent help desk.
Attention To Customer Service
Everyone does not have the ability to be a part of an IT Help Desk. An IT Help Desk team should consist of a professional and experienced engineer. The IT Help Desk engineer will need to work at a fast pace, but every call should be treated with attention and care so the caller will feel important.
Callers should understand the words members of the IT Help Desk team are using. Callers should have a clear understanding of what to expect in terms of a response and a resolution. If a caller has a simple request, the caller should be able to have their problem resolved while they are on the phone or participating in a chat conversation.
The IT Help Desk Process
An effective IT help desk will have the proper processes in place to handle any type of process. No one wants to hear that a member of the IT help desk team will have to contact you later because he or she has to check something. No caller wants to hear that a member of the help desk team has never seen a particular problem before.
An effective IT Help Desk system will be able to diagnose and dispatch any issue to the appropriate person so callers will have a fast resolution. An IT Help Desk that is efficient and effective will be able to create a report on how long it takes to begin working on a request once the request has been submitted. A report should also be made about how long it takes to resolve the problem.
There will be issues that will require higher abilities and knowledge and those issues should have their own processes. If the service desk is closed, who should be contacted after hours? The IT Help Desk should be as efficient and effective as possible at all times.
IT Help Desk Tools
Before an IT Help Desk service engineer can understand how to use the equipment, tools, and software that is needed to fully support your infrastructure, engineers and members of the IT Help Desk team will need to be available. If you want to have an effective IT Help Desk, you will need to make sure you have the right tools and resources in place.
Some of the tools you will need to have an effective IT Help Desk include the following:
- A comprehensive database that is used to host company and customer information
- A ticketing system that can be used to create service tickets
- An automated system that can actively monitor the servers and infrastructure
The tools you need are designed to save you time so you can place more attention on improving your business operations. The tools and resources you use should not hinder your process. If you want to have a valuable business or organization, you need to have a valuable IT Help Desk. Does your IT Help Desk have all the right moving parts?
Contact us today for more information on how to have an effective IT Help Desk.