What Are the Issues Facing IT Help Desks?

Clearly, the great pressure facing modern IT help desks is directly related to the growing challenges they face. Increasingly accountable for results, the need to do more is to enable IT help desks to better utilize available technologies and become efficient processes. , Put the customer first and improve the experience.

While some have managed to meet this challenge, many continue to add new pressure to staff and inefficient and unproductive results from the help desk service. I will. Often the dazzling service desk staff, who prioritize customer interests, spend their time and effort finding the solution to the problem they are currently working on.

But they do not admit that the problem can occur in another call a little further down, and every time they find a solution from scratch. This inevitably wastes a lot of time and effort and focuses on finding "quick fixes" rather than long-term reusable solutions. What are the challenges that have put pressure on help desk staff who are not maximizing their potential? And most importantly, how can they work?

IT Help Desk Budget And Resource Restrictions

Not surprisingly, the resources and budgets of the IT service desk expand during the current economic downturn. In many cases, it is far beyond its capacity. This reduction inevitably burdens productivity and efficiency, and the problem only gets worse if there is no process for everyone to stay in place.

However, as resource allocations and budgets become stricter (and therefore structured processes are more important than ever), the pressure to deliver customer response quickly becomes the most important factor. , Any structure easily passed. So what is the solution?

Technology-driven insight that drives the process effectively and efficiently, rather than a resource-intensive manual management process that takes a long time to implement (and is not always successful or in line with best practices) Management tools It is It is important to provide the right information at the right time.

Staff Training

With an industry standard of staff turnover of 30-40%, Service Desk is based on effective training, so new staff can easily get used to information and keep customers in the most efficient and less time. I can help. However, 89% of the training staff receive is for the service desk process, while 49% of staff receive less than 1-2 weeks of training¹.

This inevitably raises questions about whether the training is sufficient. Should I spend more time training new staff? maybe. However, since we have already discussed budget and resource issues, this is not always a viable option. The service tables must have the new personnel in operation as quickly as possible.

Therefore, there is a need for a solution that combines effective training and increased efficiency and productivity. Knowledge management technology provides a way to quickly gain insight from your colleague's experience, significantly reducing training time and making the training you receive more effective.

IT Help Desk Challenge To Bring Your Own Device (BYOD)

Finally, the continued advancement of technology presents unique challenges. While there are many benefits to implementing a new system effectively, implementing many technologies in the short term necessarily results in inconsistent results and costly mistakes. This is clearer than the increasingly common BYOD trend.

Upcoming issues can be very troublesome for technically savvy staff who want to access files and job information using their personal devices. This is because BYOD needs to be reliable and trustworthy at the service desk if office staff needs guidance or advice to function.

This means that service desks must be able to provide more technology and device expertise. However, BYOD does have its advantages. For example, the "always on, always on" work style can improve productivity and efficiency, for example. So how does a modern service desk (that wants to meet the needs and requirements of technically sophisticated staff) implement a solution that can cause a number of problems?

With advanced knowledge tools that can extract information from a variety of sources, from forums to social media, internal insight, and user guides, the service desk can be tailored appropriately to the requirements of the employees on the device in question.