Change can be scary. When you get comfortable and familiar with a particular process, it can feel strange to move beyond what you’re used to. While certainly different from the older way of doing things, automation creates a better experience for your team and your customers alike.
What are the bottom-line factors that tell you if your help desk is doing a good job?
When you look at it from a business-growth perspective, customer satisfaction and experience are the keys to success. What you do directly impacts how customers view the company and whether they stay with it.
How busy has your help desk been lately?
Many companies have found that the workload on their agents has increased considerably, especially over the pandemic and with more people working remotely. Even under normal circumstances, the help desk agent roll is often a pressure cooker.
One of the key challenges that most help desks have to juggle is managing time.
You’ve got constraints in terms of budget and number of assigned technicians or agents you can have, and you need to balance that with the workload coming through your help desk.
This makes streamlining and finding the most efficient operating strategies extra important. Sometimes you’re being asked to do “more with less,” while your users have high expectations of your service delivery too.
Here are a few ideas on how help desks can streamline:
If you're lucky enough to be hiring right now, you already know that candidates are swamping the job market. Even more so than usual, helpdesk jobs are hot commodities, and many people are interested in them. So, what's the best way to ensure that you get the candidates that fit perfectly for your needs? It starts with writing a helpdesk job description that encompasses everything that your team finds valuable about support.
In this blog post, we'll break down how to write a helpdesk job description fit for a support pro and also provide you a template to take and use as you see fit.
One of the hallmarks of a successful helpdesk is operational efficiency.
While we’ve come a long way since the early days of helpdesks, there are still many companies that are using manual processes for prioritizing, assigning tickets and taking care of other key tasks.
One of the major developments over the last few years is the use of automated chatbots for help desks.
Your IT help desk plays an important role in the everyday running of the company.
It's a resource that users or employees are turning to in order to get on with their jobs, so what the help desk does can have a real impact on how well everything else goes.
When you’re tasked with managing a help desk, it’s important to have some key metrics in place for measuring the effectiveness of your operation.
Metrics are what let you know if you’re improving, declining or remaining steady in key areas. Notably, whether you’re managing a help desk or a service desk, they remain pretty much the same. Key metrics are focused on the use of your service and your service delivery.
HIPAA is one of those things that not every help desk requires, but when you do need it, it’s critical that it is done right.
