5 Things A New Help Desk Manager Should Do

Building a position as a new help desk manager is a rewarding experience. Customers value service excellence by being friendly, fast, efficient, and accurate. To reach this level of success, you must quickly audit and understand your new help desk environment so that we can provide you with the best possible service. As a new help desk service administrator, auditing help desk management for your environment does not require immediate proactive changes. However, that means getting information on the most efficient areas and using them in the near future to prioritize improvements. You should seek the consent and support of stakeholders before designing and implementing improvements.

Meet With Key Stakeholder Groups

As a new Help Desk Manager, it is important to quickly build relationships and seek input from key stakeholder groups to be successful. These key groups are your department leaders, the customers you support, the people you report to, and the providers you have contracts with. It is very important to understand the group's perspective of what works and what doesn't. If stakeholders raise a problem that something is wrong, they may not know the root cause of the problem. All items raised should be recorded, researched This will help you discover real or perceived problems. For supplier management, it is important that a new help desk manager is very familiar with contracts, contracted services, and makes sure they have processes to measure their performance. More information about the stakeholders of the help desk.

Learn The Business

While your role as the new help desk manager is primarily customer service, ultimately you must know your company's business, products, and applications. It is important for the help desk to understand what services are mission critical to the business. If changes are made, the new Help Desk Administrator must partner with the development team that implements the changes to ensure success. If there are problems, they should be. documented, communicated and the department ready to provide support. As new services are added, the new Help Desk Administrator must participate in the project and the transfer of support knowledge to the knowledge base must be completed before the service is implemented.

Mature A Knowledge Base

A knowledge base is a repository of customer, application and service support information that has been optimized for rapid recovery to provide just-in-time support. feedback for useful data and supporting information. These data and information become supporting knowledge. There are 8 steps to create and mature a knowledge management system. By creating and maturing a knowledge base, a new Help Desk Administrator will increase the resolution of the first contact, which is solving the problem on the first contact with the customer. A knowledge base will also reduce the recurrence of customer issues as the issue will be resolved correctly the first time. Learn more by visiting our help desk knowledge management guides.

New Help Desk Manager and staff

As a new help desk manager, new staff may be self-managed, managed by the manager of another department, or not properly managed by the former manager who left the company. As a new help desk manager, you must assume you are having trouble with staff functions, work hours, attendance, performance, and training. As mentioned earlier, it is important to set up an individual meeting with a team and staff meeting. Once you gain their trust, you will learn what could be causing some problems for your staff. A good resource is the High Power Management Book.

Create A Mission Statement

The mission statement is the foundation of your department. It defines why your department exists, what it does, and how it does it. The new Mission Statement of the Help Desk Administrator Department is the basis for building organization charts, processes, attitudes and interactions with customers. Help new help desk managers assess their current situation, move toward their goals, and unite the department in a strategic direction. Each company has a mission statement, whether written or not. Take ownership and control of your most important statement. See the Help Desk Mission Statement Guide for more information.