How To Improve The Efficiency Of Your Help Desk

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The course of begins with the top customers so give them the knowledge they have to be extra environment friendly and self-sufficient, which can assist them resolve their “basic” points sooner. Here are 4 issues you are able to do:

1. Create a data base of frequent points with resolutions so the top consumer can attempt to troubleshoot and resolve fundamental points themselves.

2. Give finish customers the power to reset their very own password as soon as authenticated. There are instruments to do that such because the self-service password characteristic inside Microsoft 365.

3. Teach finish customers find out how to submit a “good” ticket, which particulars essential data similar to particular error messages, offering display screen prints, and so on. This data helps the assistance desk workforce troubleshoot extra effectively, which interprets to a sooner decision.

4. Make it straightforward for finish customers to submit points/issues:

• Give the top customers alternative ways to submit a difficulty similar to by way of a telephone name or a portal to the ticketing system.
• Create and distribute a small useful card that describes the alternative ways they will submit a difficulty and likewise consists of the hyperlink to the ticketing system in addition to the telephone variety of the assistance desk workforce (together with hours).
• If the top consumer calls the assistance desk workforce with a difficulty, have the assistance desk member enter a ticket on behalf of the top consumer. It’s essential to at all times create a ticket in an effort to observe the exercise and mine the information.

When finish customers are experiencing an issue, they could already be pressured. So, it’s essential to make it straightforward for them to make use of the ticketing system. It needs to be straightforward to get the information entered (accurately) in order that the difficulty may be resolved as rapidly as attainable.

1. Default sure fields inside the ticket (for the reason that finish consumer is logged in and who they’re) similar to date opened, finish consumer’s title, title, division, location, telephone quantity, and so on. Not solely will this save time, however this reduces typos.

2. Can default the difficulty’s criticality (sometimes excessive, medium, and low) to medium and the top consumer can change if wanted.

3. Set up the ticketing system in order that it sends out automated emails to the top consumer when the ticket is opened, a technician is assigned, the technician updates the ticket, and the ticket is accomplished/closed. Keep the top consumer up to date with the standing—they’ll recognize this.

4. Give the top consumer the power to lookup their tickets (each open and closed).

• Let them lookup their open ticket(s) to see what the present standing is.
• Let them present updates to their open ticket(s). For instance, if the assistance desk workforce requested further data, the top consumer can present an replace instantly into the ticket. Or perhaps the top consumer was capable of repair the difficulty so allow them to shut the ticket (noting the decision).