3 Keys to A Successful IT Help Desk
Your customers define your business and the kind of support you provide shapes their opinion about you. IT Help Desk thus plays a very important function in your institution’s success. It performs vital functions like executing business processes efficiently, safeguarding quicker and smoother communication, ensuring a reduction in complications in interactions, attending to customers’ needs, complaints, demands, queries without delay so that they can remain committed and loyal to you. Basically, the quality and efficiency of your help desk can make or break your business.
3 Keys to Keeping Your Help Desk Up and Running:
1) Effective Training of Your IT Help Desk Staff
One of the most important factors is to conduct effective training for the help desk agents. If your staff members are properly trained they can solve more issues quickly without having to escalate the problems frequently. This improves customer service levels as your customers don’t have to wait for a call back from a higher-level representative. When tending to a support request, acknowledgment and keeping your end-user in the loop should be your priority. Even with your increasing workloads and stress, letting a customer know that their issue is being taken care of, will set a positive tone for the entire case.
2) Keep Your End-Users in the Loop
Whenever a customer is raising a concern or query whatever course of action you take you should maintain transparency throughout the process. It should be understood that your customers are calling you because they are facing some issues with the software. So, in such a scenario when your customers are already frustrated, your main aim should be to solve your customers’ queries/concern in the least time and keeping your customers informed throughout the process so that transparency is maintained and they are assured that they are being given priority throughout the process. If you keep the customer informed at every stage of the process, it leaves an impression on them that you are putting in your best foot to get their case resolved.
3) Make comprehensive ticket notes
Another factor that plays an essential role in improving the IT help desk support successful is making comprehensive notes and revisiting previous support tickets when a customer has an issue. There might be a high probability that the issue might have happened before and detailed and comprehensive notes can help you take action quickly instead of working on the same issue again from scratch.
The bottom line is:
Customers want to feel cared for and want their issues to be attended to and addressed immediately. Qualified help desk agents, a comprehensive knowledge base, and good technical support enable the help desk to meet these expectations.
Know about other key elements that make an IT Help Desk successful? Tell us in the comments below.
Anthony Banford is an esteemed executive with 19 years of experience in technology, consulting, and education. He begins his latest chapter as Chief Revenue Officer at BlackBeltHelp, aiming to innovate in the higher education support industry. His move follows a successful stint as Head of Revenue at StudentBridge since March 2023, where he significantly contributed to the company’s merger with Full Measure Education, enhancing its service offerings.
Todd Hollrah joins BlackBeltHelp bringing 25+ years of experience managing service delivery operations for several Fortune 500 clients around the globe. After a distinguished career as an executive in the BPO industry, Todd will provide critical insight into building an exceptional customer experience combining both live voice and automated solutions.
Inspired by a family computer that always needed fixing, Chris Uthe has submerged himself in business and technology for the last 20 years. His first company, a PC repair and networking business, was started at just 16 and successfully fueled a deep interest in solving problems as he helped business customers throughout his hometown adopt technology into their business. He would go on to successfully run a media & managed IT company before joining the Ed Tech industry with a successful 13-year tenure within an ERP/SIS company leading the Student Portal & Learning Management division. His last startup, EdSolio, helped to fuel the winds of competency-based education by providing a comprehensive view of a student’s work and achievements. Chris is now focused on creating successful learners by ensuring the highest quality help and support through the use of AI backed toolsets spending the last 3 years in the student engagement and support markets.
Quaiser Absar is the Chief Technology Officer and Director of Institutional Computing at Shenandoah University in Winchester, Virginia.
Bringing in over 2 decades of experience with him, Manish has ensured seamless operations in terms of client delivery, reporting & analytics, quality, training, and transitions with a special focus on technical integrations to help reduce costs and improve the bottom-line.
Anthony has served higher education in diverse, leadership roles for over 30 years and has helped organizations thrive through his expertise in developing, analyzing, and executing growth strategies. Prior to joining BlackBeltHelp, he served in College Administration as well as in leadership roles within Blackboard Student Services and Ellucian, Inc.
Accomplished IT Specialist and Manager with extensive experience in a higher education setting and demonstrated abilities to effectively manage both student and professional staff. Self-motivated problem solver, who is skilled in managing many issues and prioritizing their importance to find resolutions in a timely and effective manner. Possesses strong abilities to adapt to new technologies by extrapolating from existing experience. Possess first-rate communication and collaboration skills to work with diverse groups effectively.
Lila Buytendorp has been serving as the Director of User Services at Moraine Park Technical College (MPTC) since 2000. In this role she is responsible for staff & lab desktop computing and end user support. She guides and supports technology based on the curriculum needs and ensures technology is implemented to support the emerging needs of the college. She builds and supports integrated systems to improve efficiencies and uses technologies to support data-driven decision making. Lila is a member of the Capital Projects Planning and Design Committee to ensure new or remodeled facilities have appropriate technology.