For many companies, the IT support service acts as the facade or front for the IT organization. Manages employee problems and service requests, managing most, if not all, of the communications between end-users and the IT organization. The helpdesk is a key player in providing IT services to the company and has a number of responsibilities that must be taken to succeed.
In this blog post, I explain three of the main IT Help Desk Services responsibilities and offer suggestions on how to best meet them.
Deliver Great Customer Service
First of all, at the moment employees are experiencing a superior customer experience in their personal life (and they carry the same expectations in the workplace), the number one responsibility for any IT Help Desk Services should be to meet the needs of end-users while providing excellent customer service.
That being said, it is easy for IT organizations to overcome this obstacle because they are overly focused within, the help desk policies and processes (and the way in which they are implemented) serve the first customer technical teams.
We hope, however, that your help desk exists to serve the end-users of your organization and the roles they play. It is, therefore, their needs that you place in front of those of others. This should include providing your customers with the information they need, effectively solving their tickets, communicating with them about problems and changes affecting the company and generally being easily accessible when they need them. at your place
End users will ultimately want to be treated as human beings, rather than as custodians of IT resources and ideally as customers (of IT support).
Providing Accurate Reports That Demonstrate Performance, Drive Improvement and Prevent Issues
Reporting is an essential activity for any IT supports service.
Reports can show the performance of help desk personnel (both individually and collectively), the number of incoming incidents and requests from the company faces, whether service level agreements (SLAs) are respected or not, which resolving teams do not return enough tickets quickly, etc. They can also highlight problems that cause repeated accidents, identify ticket trends and display ongoing escalations.
Reports are also useful for tracking data and performance over time and you should use it to show how IT support levels are improving.
Share and Exploit Your Collective Knowledge
Having knowledge management and knowledgebase capability is a great way to share the knowledge gathered by the IT Help Desk Services, both individually and collectively. A knowledge base will provide relevant information to end-users and technical teams. Knowledgebase articles in the knowledge base can also be role-based, which means that they are accessible only to those in need and may be allowed to use them. By sharing knowledge, the helpdesk will be able to prevent incoming calls, reducing ticket volumes and workloads and simplifying the lives of customers and agents.