IT Support is an increasingly crucial component of today’s tech-driven world, meaning it can’t be found lacking. Given the wide variety of issues an IT company must be ready to handle, as well as the demand, it’s easy for a help desk service to become overwhelmed and thus no longer operate at peak efficiency. If you work in IT and are looking to give your help desk performance a boost, there are a couple of things you can try to get back on track or stay at the top of your game.
Don’t Just Rely on Automated Services
For easy problems on the L0 or L1 scale, it may be fairly tempting to just let a chatbot or series of recordings handle the issue. While both tools can be extremely useful for minor issues, a customer may very easily have an L2 or higher issue that seems like an easier problem at first glance.
Create Resources to Help Customers Solve Their Own Problems
While some customers might find it easiest to talk to a representative directly by just picking up the phone or talking to them via online chat, there are many whose first instinct would be to solve the problem themselves. For that reason, IT companies would greatly benefit from publishing blogs, web sites, knowledge bases, and similar self-service portals for clients to use. While some might argue such resources may take away money from an IT company’s paid services, in reality, they help a lot more than they hurt: by filtering out the number of problems with relatively simple fixes, an IT help desk can avoid being flooded with calls, messages and help desk requests, allowing them to spend more time and effort focusing on the more complicated problems.
Find Problems Before They Happen
High level IT support staff, e.g. those involved in the creation of a certain project, can save the help desk a lot of trouble if they anticipate what could go wrong in the future. Always test and tinker with products to see if a problem you didn’t anticipate arises.
Stay on Top of Reported Bugs
Remember, a bug or design flaw in a program is something that doesn’t have a tried and true solution, which makes finding one a priority. Carefully study the nature of the problem and see if you can resolve it by recreating the flaw, delving into the programming code, and so forth.
Give Customers the Opportunity to Offer Feedback
Arguably the best way to rate the quality of your service is to find out what clients think about it. Always include some options for customers to rank your work: this could include surveys at the end of telephone calls and chats, as well as starred and thumbs-up-or-down ratings, and even boxes where clients can offer their opinions in their own words. These options can provide reliable metrics that IT companies should be checking on often to make sure the people they serve are satisfied.
Give Employees the Chance to Provide Feedback, As Well
Sometimes, falling metrics and ailing help desk support can be due to a work environment where employees feel uncomfortable, overworked, or otherwise unsatisfied. If you are at a position of authority at an IT company, track how your workers feel by providing regular (e.g. monthly) anonymous surveys for them to fill out, as well as talking to them directly and seeing what they feel can improve. An employee may not necessarily come to you if stressed, so make it a point to go to them, either in an informal manner or a scheduled one-on-one meeting.
Train Workers How to Appropriately Deal With Customers
Remember, a person who calls an IT help desk doesn’t just want their problem resolved: they also want to be treated with kindness and patience. Employees should be trained not only in IT knowledge but also in the art of listening and helping people: if the feedback received from customers reflects a lack of either from an IT staff, that means it’s time for retraining. That said, it’s also important to teach help desk employees how to stay level-headed when dealing with the inevitable irate customer, as tech problems can very often sour a person’s mood.
With these approaches, an IT company can not only improve its efficiency but also save itself a fair amount of work, meaning employees can get the job done faster and to everyone’s satisfaction.