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Two Ways to Run a Help Desk

Level 14

There’s two ways to get things donethe hard way or the easy way. The same holds true with help desk management. There are many micro to small businesses who do not have the resources to manage their help desk, and end up spending more time and effort doing the job manuallyby tracking tickets via email, updating statuses on spreadsheets, walking over to the customer’s desk to resolve tickets, etc. This is a tedious and time-consuming process, highly ineffective, and causes delays & SLA lapses.

Streamlining the help desk process and employing automation to simplify tasks and provide end-user support is the other waythe smart way. If you know what tools to use, and how to get the best benefits from them, you can achieve help desk automation cost-effectively.

Here are a few things you should automate:

  • Ticketing management: from ticket creation, technician assignment, tracking, to resolution
  • Asset Management: scheduled asset discovery, association of assets to tickets, managing inventory (PO, warranty, parts, etc.)
  • Desktop Support: ability to connect to remote systems from the help desk ticket for accelerated support

Take a look at this Infographic from SolarWinds to understand the benefits of centralized and organized help desk management.

Two Ways to Run a Help Desk(Infographic)-1.png

Learn how to effectively manage IT service requests »

Level 17

Emails are good, but if there is no system to generate a ticket number - you are going to have lots of fun.

Lack of tracking - even with spreadsheets, not tracking the help your users need will keep you from seeing the trends.

*What printers or connections are most problematic and what users may or may not need training.

Level 12

I think the biggest benefit from a ticketing system beyond tracking, is the immediate response users receive on the status of their issue. What makes this even better is when an actual IT member backs up this status with a followup and good service.