Help Desk Ticket Categories: CREATE Help Desk ticket classification

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With a proven ticket classification methodology such as CREATE, companies can Build a Help Desk Ticket Classification scheme that increases ticket trend reporting efficiency, enhance the ticket escalation process and reduce overall support costs. Every Help Desk needs a ticket classification scheme to handle the customer’s issues when they contact the Help Desk for support. Proper ticket classification of an issue when a Help Desk ticket is created enables the Help Desk Agent to sort the issue into support buckets. These buckets will allow knowledge to be presented to the Help Desk agent when trying to provide proper support, enable proper routing of escalated tickets and allow trend reporting of ticket types.

Build a Help Desk CREATE allows companies to reduce the organization’s support costs by streamlining the Help Desk ticket classification process, quickly identify support trends and focus valuable Information Technology resources on targeted business process improvement.

CREATE Help Desk Ticket Classification

  • Collect – Sample of 3 months of Help Desk ticket data.
  • Review – Define your review ticket classification criteria.
  • Evaluate – Apply your new Help Desk ticket classification scheme to your previous ticket data.
  • Arrange – Help Desk ticket separation by categories.
  • Training – Ensure your staff understands the new Help Desk ticket classification scheme.
  • Execute – Implement your new Help Desk ticket classification scheme into production.

CREATE Step 1 Collect – Help Desk ticket data collection Continue reading

IT Help Desk: What is a Help Desk?

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An IT Help Desk Agent helping a customer

IT Help Desk Agent

What is a Help Desk? Wise Geek states “A help desk is a resource designed to provide end users with information and assistance regarding problems with computers and related devices or software.”

What is a Help Desk? Webopedia states “A department within a company that responds to user’s technical questions.”

Companies and their employees need a reliable group to obtain IT help from. An IT Help Desk is not just having an knowledgeable person available but creating the processes and deploying the tools needed so the end user experience meets expectations by an IT Help Desk Agent with customer services skills. The people, process and technology needs of building your IT Help Desk fall into many specific categories. We have identified many of the IT Help Desk specific categories with detailed ITIL based information about them in separate posts.

 Major specific categories of an ITIL Help Desk;

  • IT Help Desk Mission and Vision statements
  • IT Help Desk structure
  • ITIL Incident Management
  • ITIL Problem Management
  • Product, Services and Support offered Continue reading
Jul 10

The History of the Help Desk

The History of the Help Desk

Over the decades and through the history of the Help Desk, we have seen remarkable changes. In the early Help Desk days, Corporate Information Technology systems started with mainframes and user terminals. Applications were centrally managed and used collectively.  Mainframes had centralized computer operators that would maintain the mainframe and programmers that would submit program updates. Since the programs were centralized on the mainframe, if one user had an issue with an application, everyone that used it had an issue. Users would report the issue to their manager. Managers would report application issue either by speaking directly to mainframe managers or by filling out a paper report form. The state of the Help Desk in this environment was similar to present day project management meetings. Continue reading

Jul 07

Help Desk audit program for ticket and call quality assurance

Why setup a Help Desk audit program?

How do you really know your Help Desk agents are providing high quality customer service? As a good Help Desk Manager you have established customer contact handling procedures, regularly measure customer satisfaction, and have trained your staff on providing great customer service. Proactive Help Desk performance management is more than documenting procedures, measuring KPI metrics, and training staff. To truly find out how well your customer are being handled, Help Desk management team must audit the calls and tickets on a regular schedule. That is where a Help Desk audit program can help you out.

Benefits of implementing a Help Desk audit program

Continue reading

Jun 23

How to create an incident management procedure

Incident Management Best Practices: How to create an incident management procedure

While each company’s incident management procedure are similar, there are unique factors to be considered to understand how to create an incident management procedure. We have created this incident management procedure best practices step by step guide to help you build a procedure that works for your team and company.

Incident Management Title and Change History

The incident management procedure title page is pretty straight forward. Include your company name, title of the document, who prepared it, and an original draft date. Your incident management procedure should include a change history section. As you update the incident management procedure, the change history should capture the version number, change author, description of the change, and the date of the change. Continue reading

Feb 21

ITIL Change Management and the Help Desk

It is important as a Help Desk Manager or Agent to understand what Change Management is and how it is related to the Help Desk. In this posting we discuss what is Change Management and some of the important aspects of Change Management and the Help Desk. We then discuss what is a Request For Change, the responsibilities of a Change Manager and the Change Advisory Board, and what is a Forward Schedule of Changes. Let’s get started and discuss Change Management and the Help Desk..

What is Change Management?

Change Management is the process to submit, review, schedule, document, and if needed back out changes that may affect your Information Technology environment. The Change Management process works hand in hand with all of your other IT Service Management processes. If you are able to run your Change Management activities within your ticketing software application, you will have great visibility and coordination. A recent post by Cisco confirms that Change Management is important since 80% of all outages are related to changes. Managing changes to your environment is crucial to keep your technology systems and users up and running. It is critical that Change Management and the Help Desk are in sync with each other. Continue reading

Jul 30

Help Desk Escalation Support Group

You have trained your Help Desks Agents with support skills, your knowledge base is full of solutions, and you First Contact Resolution percentage is seventy percent or better. This still means that thirty percent of all Help Desk contacts (phone, email, and other means) are escalated to another group. What is a Help Desk escalation support group and how does that work?

How does a Help Desk Escalation Support Group work?

If the Help Desk Agent is unable to solve a ticket, the ticket must be able to quickly and easily be passed on to an advanced support group called an escalation support group. An escalation support group is the second level and above support groups that handle more complex issues originating from the Help Desk. These groups include the system administrators, engineers, and developers responsible for the maintaining service. Continue reading

Jul 25

Building a Help Desk from scratch

Building a Help Desk from scratch or redesigning an existing Help Desk requires thoughtful planning and efficient execution. There are many core and secondary components that make up an award winning Help Desk that at times it will seem like you are juggling tasks. However each of the components we will be discussing will have inter-dependencies with other components and will have to be considered when building a Help Desk from scratch.

Help Desk structure

Determine your Help Desk structure and where it will be located when you are building a Help Desk from scratch. It can be centralized in one office, decentralized into multiple offices with all Help Desk Agents logging into one call system, or it can follow the sun with offices around the world directing the calls to the office under daytime hours.

Help Desk contact channels Continue reading

Nov 29

What is ITIL? IT Service Management Support for Business Value

What is ITIL?

In the 1980’s, Information Technology Infrastructure Library (ITIL) version 1 was developed by the UK Government for better IT Service Management, control and performance. What is ITIL? ITIL v1 was IT process focused. In the year 2000, ITIL v2 was introduce to a growing base of users. ITIL v2 was a consolidated focus of ITIL v1. The main books were the Service Support and Service Design books. In 2005, ITIL v3 was introduced. ITIL v3 focused on the Service Lifecycle and business focused results. In 2011 ITIL was refreshed with an ITIL 2011 version. The ITIL 2011 version identified a fully process model for all of the processes and is comprised of five books called Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service.

So what is ITIL? Continue reading

Oct 01

Help Desk Problem Management

The Help Desk receives excessive calls when problems are left unfixed and have an adverse service impact on the business. The objective of Problem Management is to reduce or eliminate the impact of problems on the company. Problem Management plays an important role in the detection, finding the root cause and providing solutions to problems to avoid their recurrence. At the Help Desk Problem Management is important to eliminate the frequent occurrence of problems. This also includes publishing workarounds & known errors to ensure the Help Desk Agents are handling these issues consistently.

Step 1 – Prioritizing problem management investigation candidates:

A problem investigation is initiated by identifying service issue candidates. Problem management candidates can be identified by any or all of the following methods; Continue reading

Jul 25

Help Desk KPI Key Performance Indicators metrics

Help Desk Key Performance Indicators or Helpdesk KPI are metrics used by Help Desk Managers to understand how well the Help Desk is performing in relation to their strategic goals and objectives. Help Desk KPIs metrics will help capture the internal workings and productivity measurements of the Help Desk and provide measurable results if the team is on track or not.

Help Desk Agent occupancy is how much time an agent is actually providing support to your customers as a percentage of all of the time spent by a Help Desk Agent at work. Tracking phone or telecom KPIs are a good foundation to start with.

So how do you measure Help Desk Agent occupancy? We your automatic call distributor (ACD) and reporting server can provide the following; Continue reading