Helpdesk Ticketing System Benefits a Customer-Centric Organization
Human resource management is maintained with the help of helpdesk ticketing system which keeps a record of employees and motivates them…
Helpdesk ticketing system lays the foundation of IT structure in an organization. Information Technology is advancing every day. New technology is given birth now and then. However, nobody in the right frame of mind thought that employees could be managed so efficiently. A helpdesk ticketing software works the performance and tracks other things that might shape up the company’s future.
However, managers struggle to ensure that their help desks operate at optimum efficiency due to increasingly complex IT environments. This seven-point guide will help IT managers ensure their help desks deliver exceptional service while maximizing productivity.
1. Create the Proper Structure With Helpdesk Ticketing System
Properly structuring an IT help desk can significantly improve its efficiency. First, organize help desks into multiple levels or tiers. For example, in a three-tier help desk, tier 0 can be a self-service portal, with tiers 1, 2 and 3 made up of technicians with increasing knowledge and skill levels.
Depending on the issue’s complexity in a ticket, issues can be routed to the appropriate tier. IT managers should also set up a channel for inter-level communication and escalations.
2. Queue and Assign Requests
Most help desks address tickets on a priority basis, with higher priority tasks taking up most of the technicians’ productive time. Other tickets can remain unaddressed until a technician responds to it, leading to higher turnaround times and violations of service-level agreements.
Queue up tickets on a first-come, first-served basis and use automated assignment models like round robin and load balancing to keep on top of requests. Priority-based business rules can also be applied to ticket assignments.
3. Conduct End-User Surveys With Helpdesk Ticketing System
To better evaluate the helpdesk ticketing system, IT managers should assess critical success factors like processes, technicians, and technology. For example, technicians should be evaluated on their responsiveness and speed of ticket resolution; processes by the ease of submitting a ticket, reaching a technician, and receiving support; and technology by the ease of communication.
To get feedback on individual tickets, send a survey to users when their tickets are closed. For higher-scale feedback, conduct annual or semi-annual surveys.
4. Empower End-Users with Self-Service
Users often encounter repetitive and straightforward issues that they can resolve themselves, which can take some of the burdens of the IT help desk team. IT helpdesk ticketing system is the best way to restore faith by the end-users
To help end-users solve their own problems, create a self-service portal that provides information and solutions as well as a service catalog where they can easily view and choose the services they need. Additionally, a self-service portal can make organization-wide announcements to keep users informed about any issues, planned maintenance, etc.
5. Better Manage Routine Tasks and IT Help Desk Services
IT help desks often carry out periodical tasks like changing a printer’s toner or performing system checks. These tasks can be managed in two ways:
Scheduling: A ticket for routine tasks is created at a set time and gets assigned to a technician.
Automating: Routine and simple tasks like password reset requests can be automated so that technicians can address higher priority tickets.
6. Generate Reports with Targeted Key Performance Indicators
To gauge help desk services and their performance, one tell-all report will not suffice for all stakeholders. Generate targeted reports and, for starters, measure the following:
- First contact resolution: The percentage of tickets resolved upon first interaction with a user.
- SLA violations: The percentage of tickets in which the response or a resolution violated the SLA.
- Backlog tickets: The percentage of new tickets remaining unresolved.
- Mean resolution time: The time taken on average to resolve a ticket.
- User satisfaction: The percentage of users happy with the support provided.
Presenting those metrics as scorecards is an effective way to monitor help desk performance at a higher level and can be particularly useful for strategists and decision-makers.
7. Increase Collaboration and Communication with Helpdesk Ticketing System
On certain occasions, technicians communicate back and forth extensively with the requester. Technicians may spend considerable time switching between applications and typing out emails.
This overhead can be eliminated by using a help desk tool that sends and receives emails from within the request. In addition, canned text for routine responses and resolutions will reduce the need to type emails manually.
Government agencies have now started looking at IT help desks as value additions rather than cost centers. To meet the needs of stakeholders, agency help desks have had to keep pace with the evolution of emerging and increasingly complex technologies. The tips above can set up an IT help desk for success and add value for agency users.
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