5 IT helpdesk best practices for streamlined service delivery

Faith Ocampo Published on September 9, 2015

While it’s impossible to keep your IT functions up and running to perfect capacity all the time, every IT service provider aims to minimize troubleshooting problems and resolve glitches quickly.

 

tech support team leader coaching call center agents in IT helpdesk

 

To keep clients happy, providers must buffer the impacts of tech-related issues to make sure that clients are getting the most out of their devices.

As a way of providing a smooth interface for clients, the IT helpdesk is designed as a quick touchpoint for those who encounter tech-related problems. Its goal is to keep technology accessible and fully operational for end-users to the best extent possible.

If you’re catering to a long list of customers, your tech support platform may be one of the busiest aspects of your firm. Here are the five best practices you must implement to streamline your service desk.

    1. Employ only the best people

      HR personnel panel interviewing tech support applicant
      Although it’s advice used repeatedly across all business areas, managers still make mistakes in recruitment. For example, some people hire their IT staff based solely on their expertise. They thus forget to look for the more valuable traits that customer service personnel must have. To fix this issue, you must look for applicants who are not only skilled but are also patient, articulate, and empathetic.

    2. Create an external knowledge base for end-users

      IT helpdesk hand pressing laptop keyboard
      In other words, help your customers help themselves. Creating an online repository of manuals, how-to guides, and other troubleshooting-related procedures is a convenient way of extending tech support. It’s also more accessible for customers and it could reduce the number of calls your IT helpdesk receives. Just make sure to update these data regularly to cover previous loopholes in the system.

    3. Automate processes

      tech support agent on the phone using computer giving IT helpdesk
      Automating processes that don’t require human action can make transactions more convenient, faster, and generally more efficient. For example, allowing users to send requests for software or hardware lets analysts rank cases according to priority. This helps them avoid tedious or time-consuming tasks and allows them to focus on more demanding tech issues.

    4. Delegate roles and responsibilities properly

      IT helpdesk staff in server room checking equipment
      There are different levels of responsibility in the IT service desk. Managers may opt to delegate tasks to the IT team members according to the severity of the problem or according to urgency. Every member of the team must contribute significantly to the organization’s effort to streamline IT services.

    5. Devise an all-encompassing helpdesk protocol

      businessman drawing cogs

Breaking down the steps that your team has to follow when faced with a particular problem is an efficient way to organize your efforts. Without a protocol to map out your activities, executing your tasks will be more time- and effort-consuming. Also, a pre-established set of actions assures customers that their issues are being managed properly.

The IT helpdesk, as the first touchpoint of your firm’s tech support, represents the way you deliver IT services. It’s a vital component of all organizations that provide IT solutions, serving as a centralized converging point of all issues related to technology. The team behind your service desk should provide reliable and timely solutions so everyone can go back to business as usual. Thus, implementing the industry’s best practices will be your key to a world-class tech solutions firm.

Open Access BPO is a multilingual outsourcing firm offering voice and non-voice technical support solutions. Partner with a BPO that ensures data protection and an in-house IT helpdesk for your support team, as well. Send us a message to learn more about what we can do for you.

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.
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