Feb 23, 2017

3 Ways to Improve Your IT Help Desk

When a customer calls a help desk for assistance, he is already frustrated. He wants the quickest possible resolution of his problem. So, if a help desk agent is not efficient or is not available, it adds to the customer’s ire. That’s why a successful helpdesk seeks to deliver immediate responses, is available round-the-clock, and provides relevant help to keep the end-users happy.

All a help desk needs to do to be successful is to communicate effectively and immediately. It might sound easy but it takes a blend of dedicated, qualified help desk agents, a well-managed knowledge base, up-to-date technology besides other things for the help desk to keep the customers satisfied. Listed below are three key elements that play a pivotal role in determining how successful an IT help desk will be:

Qualified Help Desk Agents:

While a help desk doesn’t necessarily need agents with advanced degrees and years of experience in order to provide excellent customer service, it certainly requires them to be efficient and smart at locating information they themselves don’t possess. They should be dedicated to resolve the issue at hand at the earliest. Qualified help desk agents who know their job or are eager to learn if they don’t, are of utmost importance in ensuring high customer satisfaction levels.

A Well-Managed Support Knowledge Base:

The importance of a centralized, easy-to-navigate knowledge base cannot be overemphasized in ensuring high customer satisfaction rates. While it is important for the customer service agents to have knowledge about various industry specific problems, it is not possible for them to know everything under the sun. That’s why a comprehensive knowledge base is priceless for your help desk technicians. It is all the more better if this centralized repository of information is also the ticket management system.

Studies reveal that the majority of the customers prefer to solve their problems on their own.

A self-service portal working as an extension of your help desk can greatly empower your customers and raise your customer satisfaction rates. It makes it easier for your customers to find the solutions they are looking for. A well-managed support knowledge base comes to your salvage here also.

Up-to-Date Technology:

Another key factor in help desk success is providing your staff with the proper equipment necessary to take care of any issues that arise. Along with the extensive knowledge that your agents need to have about your products and services and potential problems that can arise, proper backend technology will go a long way in ensuring your help desk achieves success. Finding the right ticket management system is the first step in that direction.


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 technology support enable the help desk to meet these expectations.

Know about other key elements that make a help desk successful? Tell us in the comments below.