Diagnose your Help-desk’s health

Diagnose your Help-desk’s health

There are times when customer who are already frustrated with the interruption in the workflow might get further frustrated when they do not get proper response from the IT Helpdesk. The reasons that you may hear from these customers is improper response, delays and difficulty in communication or following up. These are some causes of inefficiencies that lead to decreased productivity or customer dissatisfaction etc.

Some Companies claim that their IT help desk are 99.9% efficient. Is your company making that claim? If yes then let’s have quick diagnoses of your IT Helpdesk.

Does your company have a good Knowledge Base? An efficient help desk must have a dynamic Knowledge Base where all the incidents which are being solved get saved in one place. This will help other agents who are handling similar incidents can look through Knowledge Base and resolve similar incidents more quickly than if they start something from scratch. IT Helpdesk can even go one step further by creating End User Knowledge Base. The End User can find the solution to the problems by themselves through a self service portal. The End User Knowledge Base has numerous advantages. The User does not have to wait for his turn after a long hold. The cost per call goes down as the user can resolves few problems by themselves.

Can the End User track the status of their service request? When users are able to track down the status of their service request, it does not only ensure them that their request have been received and assigned to an IT professional, it also cuts down on extra phone calls by end user constantly asking for updates and satisfies their need to know what’s going on.

Do you have proper Service Catalogue or Menu accessible to the End User? Helpdesk should have a proper catalogue of all the services. This catalogue need to be easily accessible to the end user so that the user can easily and efficiently request the IT Services through a self-service portal. If all the catalogue services have automatic workflow that can be tracked, the helpdesk staff can spend more time actually fixing up the problem rather than on the phone with the user.

Are the incidents automatically routed to helpdesk based on the specialised knowledge of the staff? This allows incidents to be handled efficiently and more quickly.

Can the problems be managed remotely? By managing the support request through smart phones, tablets, IT professional stay connected to their service desk even they are on the move.

Does your service desk go beyond your automated response? When end user submits the tickets by email, they usually get the automated response, which provides basically no assurance. If your service desk staff can respond with a bit more detail and personal acknowledgement, like, “Hi Chris, I have assigned your request to David, and he will contact you with more details within 4 hours. Sincerely, Ali” It reassures the end user who is likely be wondering if their service ticket has disappeared into service desk loophole.

Is there a monitoring process for the help desk ? An efficient help desk may want to track down various aspects of the incidents such as time spent on each incident, call quality, number of incident handled each day by each staff or number of similar incidents lodged etc. This helps IT managers to bring continuous improvement in the helpdesk service e.g. If the similar incidents are lodged by number of people, the IT managers or team leader may need to do root cause analysis to find out the actual problem causing number of similar incident. Then they may implement permanent or temporary solution to bring down the similar incidents. By monitoring the call quality, the IT managers can track the level of support given by each helpdesk staff. This helps managers to plan professional development plan for his staff.

By the end of this article, you either would be very confident enough to appreciate your help desk services or would think to do further diagnoses of your IT Helpdesk.

Posted in:
About the Author

Mansoor Walli