There are many things you should
and should not do when it comes to facilitating meaningful interactions with
your help desk outsourcing companies. Here are the five that give the best results in all
aspects.
After having worked at the IT
help desk a few years ago, customer service is still a big topic for me, and
there are some opinions that apply to internal and external support services.
Justin James wrote a great article for Tech Republic a few years ago titled
"5 Things Service Technicians Can Do to Improve Services." With that
in mind, here are 5 ways to get the most out of your help desk.
1. Become A Good Customer To Get Excellent Customer Service.
Help desks are a stressful place
for both those who work and those who need services. IT engineers understand
this. As a result, many of them have powerful "bedside manners"
skills that are as significant as technical knowledge. Users can understand
that if the system malfunctions, email does not work, or mobile devices are
stolen, users may become angry, frustrated, or fearful.
2. Observe The Rules.
All the companies I worked with
had a system to track help desk tickets. This is essential to avoid pure
agitation as some users compete for the technician's attention. Because the
system is there, the user community has a single point of contact, allowing IT
to classify and prioritize problems.
3. Make A Plan In Advance.
It always breaks If your computer
is just a blue screen and needs to run in a 10am meeting, be sure to contact
support immediately. That is its purpose.
What if you know you need
equipment to hire a new employee starting next week, or if you want to rent a
mi-fi for a business trip this Friday? The same answer applies as before. Call
the help desk service immediately. The best time to learn about long-term user needs is
at 9 a.m. on Monday. The worst moment? As expected, two minutes before it was
necessary. I heard that a help desk technician actually takes over the parking
lot at 5:30 p.m. and ask if it's possible to set up a new user on a bright
Monday morning. Let's go everyone. There is no such thing as opening a ticket
early.
4. Triangulate The Problem To Provide The Best Possible Input.
I used the phrase "dead in
the water" in Tip 2 because I often heard it while working at the help
desk. However, in practice, the system only applies to people who are smoking
ruins or otherwise unusable. In many cases, I ran into an issue where one
browser was not allowing me to access the site, but the other browsers were working
fine. Also, some people could not print to a local printer, but printing to a
network printer worked. These findings reduced the impact of the problem. It
was still important and needed a solution, but the user was not really
"dead underwater".
5. Describe The Problem In Detail.
Follow the basics of the "5
W" report when you register your application. "Who, what, when,
where, why". For example, a help desk ticket that says "Unable to
open PST file in C: drive in Outlook" works better than "Help"
or "Outlook does not work". Include what you were doing, the last
time it worked, what you tried to fix, how you tried to fix the problem, and
other helpful details.
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