Every day, help desk pros stay busy by tracking down tickets, organizing them, assigning resources, and updating statuses. Have you ever wondered if being so busy is a good thing? Are you doing the right things at the right time?
Today, the increasing adoption of evolving technologies, such as BYOD and enterprise mobility, and the growing mobile workforce, require help desk pros to be super-productive in delivering IT support anywhere, anytime. To meet today’s rapidly growing end-user needs, help desk pros need to save time by cutting down trivial tasks, such as organizing tickets, and spend more time resolving issues and delivering real value to customers.
A typical IT service request lifecycle looks like this:
In general, help desk technicians spend more time in the first half of the lifecycle, when they should be focusing more on the latter half, which drives results and delivers value to customers. Here are a few simple tips you can follow to help save time in your daily help desk operations:
Ticket funneling: Create a centralized help desk system that can let your users submit tickets easily via email or online, auto-populate information provided by users to help technicians determine the severity of the issue, and automatically alert users about the nature of the issue and estimated completion time.
Ticket prioritization: Configure your help desk system to automatically categorize tickets based on their criticality, end-user priority, technical expertise, and more. This will help you instantly identify the nature of the issue, understand the business impact, set Service Level Agreements (SLAs), and prioritize tickets that need your time today.
Ticket routing: End-users often blame help desk pros when their issues aren’t quickly resolved. But the fact is, one can’t expect a help desk admin to simultaneously fix a network issue, replace a faulty projector, and help with a password reset. Based on issue type and criticality, you need to assign tickets to technicians who have expertise in handling those specific issues. This can be achieved by setting up automated workflows in your help desk system that can help route trouble tickets and assign them to the right technician at the right time.
Reduce time-to-resolution: Clearly, end-users want their issues resolved as soon as possible. To do this, the IT pro may need to access the end-user’s PC remotely, get more information from users, restart servers, etc. Ideally, your help desk should seamlessly integrate with remote support and communication and troubleshooting tools to help you get all the information you need quickly to resolve issues faster.
Asset mapping: Gathering asset details, licensing information, data about the hardware and software installed on end-user computers, etc. is the most time-consuming task in help desk support. It is much easier to use a help desk system to automatically scan and discover installed IT assets, procure asset details, manage IT inventory, map assets with associated tickets, etc.
Encourage self-service: The most effective way to resolve trivial issues is to help end-users learn how to resolve such things on their own. Minor issues, such as password resets, software updates, etc. can be fixed by end-users if proper guidance is provided. Shape your help desk as a self-service platform where users can find easy-to-fix solutions for common issues and resolve them without submitting help desk tickets.
By following these simple tips, you can save time and deliver more value to your end-users. If you want more information, check out this white paper that reviews major tasks performed by help desk analysts and IT support staff, and discusses how to simplify and automate those tasks.
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