Points Of Importance In Help Desk Services
The help desk team is the first point of support and the face of the IT department, hence the importance of having an efficient service that manages effective solutions for the users of IT services in the company.
Here are some recommendations for proper use :
The Correct Management Of Knowledge
It is essential for a help desk agent to create, maintain, update or enrich your company’s knowledge database, this helps the agent who is dealing with a problem and search within the database if there is already a solution prior to this and can give a quick response to the user. In the event that it does not exist and you cannot solve it, it will make evidence of the problem remain and someone else can follow your steps, avoiding loss of time. This process helps generate the culture of collaboration in IT , which is the most important thing within a service area within your workflow.
Availability Of Knowledge
It is useless to have a knowledge database in which you cannot find anything. It is vital to constantly review the proper functioning and status of your knowledge base as well as the status of your indexes to find information easily and practically. When these databases fail, you can’t quickly find the information you’re looking for and it results in low staff efficiency.
Exceptional Ticket Handling And Follow-Up
As a user, there is nothing more frustrating than explaining the same problem several times and it is not captured by the area in charge of solving it. This is solved by generating a history of previously reported problems, which reduces the duplication of tickets (reports), time invested and the amount of information that is requested from the user. They must be organized logically, taking into account their priority, their approval or assignment, etc.
When it comes to responding to technical incidents or service requests, the foundation of any Help Desk system must be the efficient handling and recording of tickets. The ability to effectively organize and monitor active workload offers great benefits in terms of performance and time to resolution, and ultimately, the efficiency of the entire organization
Good ticket control implies opening or creating, setting aside, turning, solving and/or closing a ticket with a solution, and the greater amount of information generated will make the collaborative work process flow and a more efficient staff
Quick Access To Statistics And Metrics
The software should allow the analysis and evaluation of the responses, treatments of all reported incidents. Through these graphs and statistics, it will be possible to measure customer feedback, evaluate the performance and performance of the technical team and managers.
User Friendly Interface
The portal can be complicated to use which can reduce its effectiveness. Therefore, organizations must ensure that the user enjoys a modern and friendly interface in the process of reporting the problem
Fast Implementation And Support
If a helpdesk software comes with quick and simplified implementation, the organization will spend less time and effort running the tool and quickly realize the benefits it provides.
Since Service Desk acts as your first contact tool with user requests, they require constant contact and downtime and quick resolution is critical. It is necessary to look for a tool that offers a level of telephone support to have quick answers when necessary and that guarantees the availability of the system for tools in the Cloud, thus ensuring additional confidence in the service.
Based On Industry Best Practices (ITIL)
While a flexible configuration is important to ensure the software matches the needs of the organization, adopting software based on ITIL or a similar framework can help take the guesswork out of setting up an IT service desk with streamlined support processes. That is, rather than reinventing the wheel, setting standards will help you get more out of your investment in a shorter period of time