5 steps to deliver a better IT service desk experience

No one calls an IT Service Desk for fun. When an employee or client puts in a support ticket – either over the phone, self-service, via chat, SMS, online or via email (providing they aren’t having issues with email), there is usually something preventing them from working.

An IT Service Desk, also known as a Help Desk, ensures whatever is preventing others from working is fixed as soon as possible. Service Desks can fix all sorts of problems: Emails, WiFi access, phone systems, remote terminal access, and dozens of other technical issues. In reality, an IT help desk should be able to do an awful lot more, but this rapid-response service is the side most employees and clients experience.

Unfortunately, since that is how most people experience help desks, managers can overlook how companies can generate enormous value from internal and external IT services.

Here are five ways you can create a better IT service desk experience, to create added value for your organisation.

#1: Regular customer feedback 

Help desks with a first call resolution (FCR) policy are an asset for companies since this means they’ve adopted a customer-centric view of the IT experience. Ticketing systems that support a speedy resolution are a sign that IT teams are taken seriously by senior managers and the teams they serve.

On a quarterly basis, have staff rate their IT experiences out of 5. Plus, make it easy for them give feedback when a support ticket has been closed. On a broader scale, ensure your team can give input and suggestions for IT solutions that would help them work more efficiently.

#2: Clear, centralised, accessible documentation 

Data security is an increasingly big issue for companies. With the implementation of the General Data Protection Regulation (GDPR) in May 2018, organisations that aren’t ready could be in for a rude awakening.

IT teams are usually responsible, in some way, for managing data security, and the infrastructure that is supposed to keep the organisation secure. Passwords, firewalls, WiFi access and other features are the building blocks of this security. But there is a bit more to it than that. One of the challenges is documenting who can access the various services that keep companies operational. Do you have systems in place? Do you know who has this password or that one? Is there a record of when someone has access?

Without clear, accessible documentation, controlled at the right levels in the organisation, poor data security could lead to breaches and fines. An effective IT desk should be able to prevent that.

#3: Processes and procedures 

Ineffective help desks are those whereby all the knowledge is kept in the heads of a few senior managers. Whereas, reliable, market leading IT service desks, such as UKN Group, document their processes, procedures and new knowledge. Keep this in mind when reviewing how your IT team operates and whether you need to outsource: Can knowledge pass effectively between internal and external teams? Clear documentation is the cornerstone of a proactive IT strategy.

#4: Growth strategy 

Are your IT provisions suitable for your current needs? What about next year? Do you have an IT strategy that will grow with your company?

It might surprise you, but most companies don’t actually have an IT strategy. Provisions and solutions are delivered ad-hoc or depending on the spending whims of different departments. In our experience, this doesn’t result in continuous value creation. Too often, this approach results in half-baked IT rollouts and systems without adequate support.

IT is the backbone of modern businesses, which means it should support growth at every stage. Designing a strategy means aligning business needs with current IT provisions, then looking for solutions that will meet the needs of the growing business.

#5: Proactive approach 

Ensuring IT meets the needs of a growing business is one way to use technology to improve efficiencies and generate value. Another way is by assessing IT support needs over the past year or more. See what questions and issues appear time and again. Sometimes it’s the same people with the same query. Whereas other times, you see the same, or similar issues, crop up time and again.

With this knowledge, ask your IT team – internal or external – to design training around the needs of your team. Investing time now can save you a fortune in the future. It could be simple issues or challenges that need more involved training, but at least an issue that is taking up valuable time is being addressed in a proactive fashion.

It may also highlight areas that really should be outsourced to a service desk provider. Is it really a proactive use of your IT teams’ time to reset forgotten passwords on a regular basis?

Key takeaways: 

  • Give internal and external customers the chance to rate the IT service and provide regular feedback.
  • Keep a close eye on data security, especially password access to key systems and services. Get ready for GDPR.
  • Document IT processes and procedures.
  • Ensure IT systems and provisions are aligned with current and future growth strategies.
  • Take a proactive approach with IT: So that staff get the training they need for the systems they use.

If you would like to discuss any of the above, please get in touch.

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