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.
Conclusion:
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.
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.