How to Encourage Your Staff to Call their IT Help Desk

Male receptionist calling an IT help desk in a hotel

Having a fully staffed help desk allows for faster resolution of issues compared to a single employee help desk.

IT help desks can be incredibly useful inside your business infrastructure. They help employees solve problems, make better use of their technology, and face down cybersecurity threats with confidence. However, many IT help desks are sorely underutilized as employees are hesitant to make the call when they experience trouble.

Most modern professionals are independent-minded. They enjoy solving their own problems and, if the IT desk is new, they are used to handling technical hiccups on their own. Even if your IT team could streamline and improve their own troubleshooting, staff may not realize just how much they’re missing out by not calling the help desk at the right times. They wind up losing hours each year to attempting to fix or –worse– attempting to work on half-broken workstations.

So today, we’re here to highlight a few useful ways to encourage your staff to call the help desk when they need it.

Add IT to Your VoIP Quick Contacts

The first and easiest way to encourage your staff to call IT is to make it easy to call IT. Your VoIP phone system can feature a list of quick contacts that every staff member has access to. This may include the front desk, mail room, HR, and of course their own supervisor and team members. Make sure that this quick-contacts list also includes a prominent link to the IT help desk phone number.

If your team uses handsets, ensure that one programmable speed-dial button is set to take them straight to IT. This way, talking to IT is a single click or button press away. No need to look up the number which acts as a procrastination barrier to calling for IT when it is needed.

Provide Live Chat Connection to the IT Help Desk

For many modern professionals in their 20s and 30s, live chat is a far more comfortable form of communication than talking on the phone. Chatting doesn’t require ‘small talk’ or laughing at each other’s jokes. There’s also no worry about sounding awkward or stilted when talking about tech stuff that employees may not understand.

By providing an easily found live-chat link to the IT help desk, you may find that many more staff members are comfortable reaching out and asking for help when they need it.

Offer Rewards for Reported Phishing and Malware Attacks

Employees often don’t know what to do when they receive a phishing email or think they have just witnessed signs of a malware attack. What you want them to do is report it to IT so that the problem can be hunted down, defended against, and stopped in the future. The best way to do this is to offer some kind of reward or bounty for every phishing email or malware attack spotted by an employee.

They are sure to call IT with each false or suspicious email with a reward on the line, something that is great for morale and great for your business cybersecurity.

Encourage Staff Directly in Meetings and Memos

Always combine the direct method with opportunities. IT may be on live chat and speed dial, but your team needs to know that you really want them to call the IT help desk when something comes up. So encourage them. Encourage them in group meetings, and offer reminders through emails and mentions at company parties.

The more often you mention that calling IT is a desired company policy, the more staff members will pick it up to be good employees.

Audit Currently Half-Broken Workstations

For stodgy old professionals who just don’t call IT no matter what, one of the best solutions is simply to audit workstations. Have IT come through and assess whether each personal workstation is in ship-shape or has been limping along with unsolved software errors, up-updated programs, or undetected malware.

Anyone with a half-broken workspace should then receive a pointed speech about how not calling IT puts the company at risk while their workstation is either replaced or repaired before they can return to work. This will drive the point home for heel-draggers.

Praise Employees for Taking Care of IT-Assisted Repairs

Finally, remember to offer praise as well. It is an employee’s duty to keep their workstation in good working order and to call IT if anything problematic or suspicious arises. Each time someone takes care of their own IT scutwork without having to be told, offer a small word of praise or reward. The simple reinforcement will build morale and show that IT responsibility is worth respect in your company.

Those who are IT-vigilant will feel that respect and others who want praise will follow their example.

Making use of your IT help desk is about more than just technology. You need your entire team onboard to the idea of calling IT when something goes wrong and following their directions to fix the problem efficiently. These methods can healthily promote the use of your IT help desk by offering opportunity, encouragement, and minor consequences for neglect. For more IT help desk tips or services, contact us today!

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