What are the benefits of using a help desk ticketing system?

The fee delivered by IT assist desk control software goes past IT operations. Help table software advantages all of the stakeholders of an IT assist desk: the technicians, cease users, control staff, and the entire company itself.

End users

• A one-prevent option to all IT-related troubles or questions.
• Readily to be had ticket history and status information.
• Access to self-assist articles to solve not unusual troubles.
• Timely service, largely due to the SLA control talents of help desk ticket control software.
• Real-time notifications approximately requests or tickets.
• A standardized manner to technique the IT assist table with questions or problems.

Technicians

• Centralized database of quit person details, tickets, workstation records, and backbone tools.
• History of all tickets and actions executed on them, together with technician details.
• Repository of answers in a expertise base.
• Automated workflows and processes.
• Real-time notifications approximately requests and tickets.
• Multi-tier, organized assist desk architecture.
• KPI tracking and measurement.

IT control

• Implemented first-rate practices.
• Increased IT assist table productivity.
• ITIL-compliant workflows and processes.
• Increased transparency in IT operations, leading to higher time and useful resource management.
• High-degree or granular reports to resource in decision-making.

Business

• IT assist table transformed from a price middle to a earnings center.
• IT assist desk will become a strategic asset rather than a tactical one.
• Ensured continuity of IT services and operations.
• Reduced costs related with better productivity, a extra efficient help table, and less redundant tasks.

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What is the profile of the help desk professional?

The help desk analysts are also known as support analysts . Basically they offer support on computer or network problems for individuals or companies.

Knowing what a help desk is, we can already imagine that not just any professional will succeed in this area.

Some characteristics must be observed when hiring a professional for this area. We will mention a few below:

1. Knowing how to work under pressure

The first characteristic that we will mention is that of knowing how to work under pressure. Working in a help desk area can be very stressful and require a lot of waistline from the employee.

Customers are different and have different profiles. There are those who speak little and therefore make it difficult for the analyst to find the problem, while there are those who - even if the problem is small - will complain a lot.

In addition, depending on the day, the volume of calls entering the help desk system can be very high, which can "drive analysts crazy".

Therefore, the professional must remain calm and focused on his purpose, so that, regardless of the client's profile and the number of requests, he can work well.

2. Knowing how to work in a team

Another important point is knowing how to work as a team. The help desk analyst is charged for his individual performance, but also for his group goals.

In addition, he needs to help his colleagues in their roles as well, assisting in the best possible customer service.

Therefore, knowing how to work as a team is essential when we are talking about this type of position. Your employee cannot be selfish or want to "show off".

3. Learn fast

Another desirable characteristic is that of rapid learning. Working with the help desk means having to learn new techniques often. You can't think you know enough.

You have to be humble to learn new things and be willing to improve, otherwise your help desk analysts will be obsolete.

4. Have good knowledge in the IT area

In the case of the help desk being used in the IT sector, the professional needs to have a lot of knowledge in the IT area.

Preferably, he should have a background in information systems, computer engineering or computer science.

A professional who does not have a degree in this area but has a technical course and has already worked in the sector can also be a good choice.

When making the selection process, analyze the curriculum but also ask technical questions and propose practical challenges for the candidate's analysis.

Sometimes the professional with a degree in the field knows less than the candidate who learned everything on his own. So, without prejudice.

5. Be empathetic

When we work with any type of service, empathy is the watchword.

If you went through the situation of needing to solve a problem with a product (defective product, for example) and the attendant doesn't even look at you, you know what we're talking about.

Empathy is the art of putting yourself in the other's shoes. When the professional is able to do this, he knows exactly how to handle the situation.

The client is not always calm, and sometimes the problem can cause damage to him, which certainly will not make him happy, so keeping calm and knowing how to talk is essential.

More info: support desk jobs

Help Desk x Service Desk

When we explain what the help desk is , we say that the help desk works at the initial level of service , those simpler issues that can be resolved more easily.

However, what about those more complex requests, which depend on greater technical knowledge and even autonomy to be resolved?

They go to the second level of service , also known as Service Desk.

The service desk is a complete support service that arose from the need for greater support in the IT area

In addition, he works with objectives and goals, so the contracted company plans and executes action plans to improve the computational area of ​​the contracting company.

Want to know more about the difference between help desk and service desk? Access our article: Help desk and Service desk: do you really know the difference? and learn much more than just help desk.


Read More:   help desk work

Improve the Help Desk of Your Business

Because of the vital position that the help table performs in customer support and enterprise function, being attentive to the following suggestions would without a doubt help you to leverage the potential of this function:

Answering Calls:
All assist table staff have to display enough knowledge in this. The first few words of a communication set the tone for the entire call. Therefore, help desk employees need to aim at beginning the verbal exchange in a pleasant way and being sensitive to the customer tone. The perfect script for a help table group of workers while answering a call have to encompass statements such as “Hello, thank you for calling X brand (your firm’s name) guide, my call is Jack, how may I help you today?” This assures callers that they have reached the proper corporation and the proper department, thereby facilitating easy decision of queries.

Determining Priorities:
Customer queries could range from simple delivery issues to advanced troubles related to snags in the product, requiring technical understanding. Helpdesk executives must be adept and experienced sufficient to check which difficulty warrants more attention and reply accordingly. Junior executives should no longer be allowed to address serious troubles or ones requiring technical expertise, as it could unnecessarily delay trouble decision, increasing purchaser dissatisfaction.

Effective Ticket Notes:
One of the functions which the assist desk does is to generate ticket notes, for each consumer request or complaint. Effective price tag support can prevent patron worries from snowballing right into a full-fledged important problem. Poorly created tickets may additionally cause the transport of poor high-quality customer support. Hence, a price tag note should be clear, unambiguous, and contain all of the necessary records related to the call. An effective price tag note need to consist of the following details:

• Who spoke with the patron and at what time
• Serial variety of the price ticket
• What procedures have been performed: the consequences and error codes
• List of movements which the help table personnel are alleged to take, or have already performed.
• When is the assist table speculated to contact the client, or while is the consumer expected to name back

Keep The Customer Informed:
Customers frequently get perturbed while they are requested to observe several publications of moves that they accept as true with might be of no assist. In such cases, executives have to provide an explanation for why following these movements could assist resolve their issues. This type of approach will make clients experience that the assist desk is keen to solve the problem as an alternative than studying a pre-written script to fulfill a given help desk job role.