How can you improve the IT support desk? Being able to access IT support quickly and easily is vital for customers, whether they’re employees, customers or even partners. If your IT support desk is unavailable, or difficult to reach or reachable, it could have negative effects on revenue generation, productivity and even your image. If user satisfaction and the time to resolve tickets do not meet the standards, it is the right time to make changes.

Expand self-service choices

An effective way to improve your IT service desk is to reduce the number of tickets raised. This can be beneficial by cutting down your IT support staff’s workload so they can focus on solving other issues as well as focus on more strategic projects. This is the first step to increasing your self-service options. Users are then able to resolve the issue themselves. Browse around this website to get additional info on IT Support Artificial Intelligence.

Check your knowledge bank and troubleshooting manuals to see how they could be updated and improved. Are there problems that are common that self-service options could solve? If they are able to solve the problem faster, many people would be more than happy to solve it on their own. Make sure that users are aware of the self-service options and how they can assist with them.

Pay attention to your users

Service desk staff who listen to their customers improve customer satisfaction and deliver positive results. It is important to determine the significance of the issue for the customer, regardless of the importance to support from IT. This will let them be heard, respected and feel that their concern is being addressed by the analyst at the service desk. This doesn’t necessarily mean that they are being escalated if the issue is more high importance than anticipated however it gives the customer more confidence that the team will handle the issue in a timely manner. Make sure to train your service desk personnel are actually listening to what users are telling them.

Order 1st Line Tickets

In-house IT departments may find 1st line tickets very time-consuming. They distract your team from working on other value-added tasks, and can be difficult to manage when you require out-of-hours cover. You can make a significant improvement to the service desk of your organization by outsourcing the first-line tickets, like account unlocks, password resets and account unlocks closing sessions, clearing print queues, user training, basic desktop support, hardware issues, as well as third-party triage. It can also be an economical option to provide basic IT support.

Collect user feedback

It’s difficult to make improvements in your service desk’s efficiency without input from your customers. Even if you aren’t able to always act on improvement-based feedback it is possible to increase the satisfaction of your customers by responding and acknowledging the user’s input. You should thank them for their feedback and describe what you can do to fix it.

If you’re able to take action on feedback, and especially if there is an increase in users providing similar feedback-based improvements, do so! Be sure to notify all stakeholders of the improvements which have been put into place so that they can see that you value their feedback.

Do more than you believe!

The Service Level Agreements outline what your users can expect from your service desk. What if you want to do more? If customers receive greater value, they will perceive your IT support, team as a department that is genuinely there for the benefit of their customers. Develop a culture that gives worth. Instead of merely recording tickets, help service desk staff to think about how they may be able to help outside of pre-defined procedures. For example when a user is having an issue printing an important document, as well as logging the ticket and booking an engineer to fix the printer could they help the user get that document printed by other means?

It may not be easy to drive changes to the IT service desk when you have limited budget and resources. Implementing self-serve solutions, having the time to listen to the users and gather feedback and go further and higher when time is short and tickets are piling up isn’t always practical. The improvements you want to make can be achieved through outsourcing to an expert service supplier. These providers have the resources and infrastructure to improve the efficiency of your service desk. This will allow your IT department to focus on other areas.