Standardize IT Help Desk Best Practices through Multi-Modality ITSM Training




The IT helpdesk is one of the most crucial corporate resources of your organization. In today's high-tech era, businesses of all sizes are highly dependent on technology to carry out various day-to-day tasks. In such a case, it is very common for systems to fluctuate, applications to get corrupt, software to malfunction, and other tech-related issues to arise, which needs immediate troubleshooting.

Implementing a high-functioning, IT help desk can put a great impact on your business operations. If you fail to focus on the best practices, you may end up with low customer satisfaction, and eventually, can disrupt the overall organization operations.

In short, it is crucial to standardize IT helpdesk best practices and use multi-modality IT Ops training that focuses on aligning IT services with the specific needs of your business.

Why You Need IT Help Desk Best Practices

Customers are everything to a business. If that's the service you fail to provide, it will become impossible to keep your business running, let alone doing it successfully. It is crucial to have a high-functioning, reliable IT help desk that offers great customer services. This becomes even more important for businesses that are only operating online.

The advancement in tech has improved help desk processes through the years. However, many businesses are still struggling to adapt to the change. To improve the overall business efficiency, it is important for every organization to adapt and implement current practices to stay ahead of the competition.

Keep up with your customers

The first step is to identify how your current help desk is performing. The best way to find out is to carry out regular customer satisfaction surveys.

Call-tracking software can help you achieve this without even forcing the client to share their experience exclusively. Having a constant check on your own performance will give you an idea of areas that need improvement.

Highlighting those areas and seeking help from online IT technical training providers can help you resolve these issues. With proper multi-modality ITSM training, your team will be equipped with the required knowledge and skills to perfectly demonstrate their values and skills. They are in a better position to improve the initiatives by identifying the potential.

Utilizing Technology Optimally

Regardless of how technologically equipped an organization is, it doesn’t always use the technological resources to the fullest. There's always room for improvement and growth.

Here are some of the best ways to implement and run a successful IT help desk by utilizing technology to its fullest.

Customer Portal: Customers should never hesitate in seeking help. However, most customers do not ask for help because they are not sure if they will be able to find all the services they are looking for from that help desk. This could create both inefficiency and frustration, which leads to low customer satisfaction.

Establishing a customer portal that is linked with different departmental services within the organization - like HR and legal - with the IT service desk, customers can reach multiple departments with a single platform.

Additionally, make it as easy as you can for the customer to reach the portal. Online on-boarding is definitely an efficient way to get help.

Implement SLAs: Setting customer satisfaction goals based and tracking them on the basis of different teams, geographies, priority levels, etc., is important.

Implementing clear SLAs that are easy to adapt, implement, and track, which makes the process easier for a service desk analyst. Moreover, they SLAs are both meaningful, relevant, and customizable. When you get the track results, it is reliable.

Self-Service: Promote self-service for customers so they can help themselves according to their specific needs. This is a great way to achieve a higher customer-satisfaction score. Studies reveal how more than 70% of customers fine customer-service a more preferable option. The only thing you need to make sure as an organization is that the system you offer is easy to use.

As mentioned above, introducing a portal, which also supports self-service, is a convenient way that helps the customer figure out whatever they are looking for.

Document the Changes

Whenever you are updated about an incident, or you receive a request, it is important to document it into your customer service system. This helps you look at the big picture of your IT help desk services.

Regardless of the size or urgency of the request, your team should be able to identify, track, and record every transaction they have with the customers. This allows them to collect valuable data about the types of customers relying on help data and why.

Following the patterns and observing the trends will help you find more efficient solutions.

Hire the Right People

Having the required knowledge and technical skills is an obvious necessity for an IT help desk team member. If you are implementing best IT help desk practices, providing multi-modality ITSM training to your existing team can also solve the problem.

In addition to learning the theory of social semiotics and communications, they will also become fully trained to carry out good-people skills and communication skills - factors that are crucial for help desk services.

Bottom Line

More and more companies around the world are adopting a multi-modality ITSM framework to make smart choices for their business. These skills are essential for IT services within an organization, especially when it comes to implementing the best practices for IT help desk.

Moreover, organizations must also allow their staff to help themselves, especially through the more straightforward and common problems. Having IT trained professionals on board can take the pressure off of the technical support department. Such a change in the system offer a more functioning and coordinated cohesive unit to take care of the help desk best practices for improved customer satisfaction.

About The Author
Shamsah
VP Channel Sales at QuickStart

Shamsah Malik

Shamsah is an entrepreneurial, innovative professional with over ten years of sales, relationship management and business development experience within highly competitive SaaS, information technology, and SLED markets.