Do you want to start a number of improvement activities to help your IT help desk move forward with better IT help desk service? But what should you do? It's tempting to believe that a new IT help desk tool may be the answer, but before you do so, there are a few other key things to consider. Here are our top ten tips for improving IT help desk success in business-today.

1. Fully comprehend the ""why"" of your IT help desk.

It's easy to follow the herd when it comes to IT help desk best practices, both in terms of recognized (and paid for) qualifications and blog-type information. Instead, request that your IT help desk

2. Keep in mind that it is people support, not IT help desk

After all, the names don't help - from the IT help desk to the IT help desk. We imagine that the IT help desk used to be all about supporting the IT. Nowadays, it should be about getting services and people back up and running as soon as possible - minimising outages and providing acceptable customer service at the very least.

3. Don't let your IT help desk (ITHD) tool limit you in service.

Don't accept the status quo simply because your IT help desk (ITHD) tool works in a certain way or doesn't do a, b, or c. Inquire with your current tool vendor about other options (ideally in line with how you want the tool to work for you). If it is unable to meet your requirements, it may be time to consider other options . As such, there are a host of IT help desk applications available on the market to simplify your customer service help desk activities and provide that magical experience for your customers. But the hows and whats of the tools is an art of choosing the right one. Read on further to explore more of the key factors to consider in this business help desk gig of yours.

4. Consider customer feedback as a free source of data.

For as long as you can remember, your IT help desk has most likely been collecting end-user feedback. But what are you going to do with it? Not only are we discussing complaints (or similar), but also compliments. Your feedback could contain a wealth of information about what certain people do well, where they can be improved, and where they need to be improved.


5. Compare your IT help desk status to customer-expectations.

This will be extensive and should include, among other things, contact channels (the variety and quality), opening times, and agreed service level targets for help desk ticket resolution and service request provision. One important takeaway is that the industry best practices you've adopted may not be in line with your customers' expectations in business today, so be ready to adopt their feedback and evolve accordingly with the help of the feedback-data .

6. Recognize that your IT help desk will need to evolve to stay on course in a dynamic world of business today.

Everything from the growing importance of employee experience to the adoption of artificial intelligence (AI) capabilities will have an impact on the IT help desk services, from strategies and policies to day-to-day operations and service desk agent skills and capabilities etc . So it is extremely important to be more agile and adopt newer tool models to benefit from this.

7. Re-evaluate the necessary service desk agent skills and capabilities.

As previously stated, so much is changing in the help desk services right now that simply being able to follow a service desk script will no longer suffice. For example, when only the more complicated issues are received, agents must be able to problem-solve (because the AI technology will handle the simpler issues). They must also be able to work in tandem with technology. Furthermore, and perhaps most importantly, they will need to be aware of, and provide a better, employee experience.

8. Determine the usefulness of post-support customer satisfaction surveys.

What is our customer feedback response rate? it ticketing tools also help with insights on customer time on our service,satisfaction level etc . This is a good question to ask your IT help desk. If it's 10% or less, you're not alone; there's a widespread ""misuse"" of surveys. If this is the case, focus on removing the major impediments. To begin with, consider how simple it is to complete—both completion time and complexity are feedback killers. Second, consider what is being asked from the perspective of the end user, i.e., what is most important to them? Third, ensure that people can see what improves as a result of their feedback, because no one will provide feedback if it is simply swallowed by a black hole.


9. Appreciate your team and don't forget to conduct employee surveys.

End-user feedback isn't the only important metric for operations. There is also a need to survey your agents on a regular basis to identify improvement opportunities, which can range from better ways of working to removing the causes of high staff turnover.

10. Always have best practice to revisit metrics and targets.

In any case, reviewing your IT help desk metrics on a regular basis is good practice. However, with so many things potentially changing in business today, there is a clear need. When service desk agents are only receiving the more complicated and time-consuming issues, this may be the expected level of first contact resolution. Or the target customer satisfaction level once a larger number of end users provide feedback - because this will almost certainly provide a broader range of satisfaction states that will influence future scores."

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