Articles by Wayne

IT maturity assessment

What is an IT Maturity Assessment?

August 14, 2023 Wayne 0

What is an IT maturity assessment? An IT (Information Technology) maturity assessment evaluates the effectiveness, efficiency, and sophistication of an organization’s IT capabilities, processes, and practices. The primary goal is to identify areas for improvement and provide a roadmap for achieving higher levels of IT maturity. Click Here to take a Free IT Help Desk Maturity Assessment. The concept of an IT maturity assessment is based on the idea that organizations evolve through predictable stages […]

Help Desk Chatbot AI

7 reasons a Help Desk Chatbot is important for customer support

August 6, 2023 Wayne 0

A Help Desk Chatbot, often called a support or service bot, is an AI-powered tool that provides instant customer service assistance online. This chatbot can interact with customers or employees in real time, answering questions, solving basic problems, or directing users to appropriate resources. 7 reasons a Help Desk Chatbot AI is important for customer support. 1. 24/7 Availability: Chatbots can provide customer service around the clock. They can answer queries anytime, making them especially […]

IT Help Desk service provider

What is an IT Managed Help Desk service provider?

July 26, 2023 Wayne 0

An IT Managed Help Desk service provider is a third-party company that offers support for IT infrastructure and users within an organization. They deliver professional assistance to help organizations resolve technical issues in their hardware, software, network, or other IT components. The scope of the service can range from answering minor queries and troubleshooting simple problems to assisting with complex technical issues and providing continuous system maintenance and security. 7 factors to evaluate when considering […]

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What is help desk ticket classification?

July 22, 2023 Wayne 0

Help desk ticket classification refers to categorizing and prioritizing incoming support requests or tickets from users or customers. When users encounter issues, have questions, or need assistance with a product or service, they typically submit a ticket to the help desk. These tickets can cover various topics, such as technical problems, account issues, billing inquiries, and general support requests. Companies can easily implement Help Desk ticket categories by using the CREATE Help Desk ticket classification […]

7 Help Desk Support Ticket Handling Best Practices

June 8, 2022 Wayne 0

When we ask Help Desk managers what are Help Desk support ticket handling best practices, we receive a long list. However, there are several common answers. Let’s review the best practices for support tickets. Below we provide you with the most common best practices. 1. Creating a Help Desk support ticket must be mandatory. For all support interactions, a Help Desk support ticket must be created. Providing customer support is a core function of the […]

Help Desk quality assurance

8-point Help Desk Quality Assurance Checklist

May 16, 2022 Wayne 0

Do you have a Help Desk quality assurance checklist? Do your Help Desk agents provide high-quality customer service? As a good Help Desk Manager, in addition to establishing customer contact handling procedures and providing your staff with good customer service training, you must audit agent performance. To truly find out how well your customer contacts are being handled, the Help Desk management team must implement a quality assurance audit. This audit is a program to […]

The Top 8 First Contact Resolution Best Practices

May 8, 2022 Wayne 0

Implementing first contact resolution best practices can significantly improve your Help Desk’s resolution rate. First contact resolution is the percent of customer contacts that are solved by the Help Desk in the initial customer interaction without interruption. A successful resolution on the first contact means the issue is resolved before the customer’s initial support session has ended. Why are first contact resolution best practices important? First contact resolution is one of the most important Help […]

14 Help Desk Best Practices: How to Achieve Service Excellence in 2022

May 1, 2022 Wayne 0

Learn how to implement Help Desk practices and improve customer satisfaction, FCR rates, and lower costs. We identified the top 14 Help Desk Best Practices used by customer support centers. These fourteen selections are critical to the core foundation of a smooth-running Help Desk. 1. Perform an IT Help Desk Maturity Assessment For an organization initially setting up its Help Desk, there is a lot of industry-standard process information available to build a strong foundation. […]

ITIL Incident Management priority matrix

ITIL Incident Management Priority Matrix

April 4, 2022 Wayne 0

Do you have an ITIL incident management priority matrix? Due to Help Desk resource constraints, not all incidents can be worked on simultaneously. For each incident, a ticket is created in a ticketing application such as ServiceNow. The work order of incident tickets will need to be determined. This work order of incident tickets is based on the priority assigned to the incident tickets. In the Help Desk Management book by Wayne Schlicht, we explain […]

Shift Left Help Desk Support

Shift Left Help Desk Support

January 31, 2022 Wayne 4

An enormously powerful strategy for making your Help Desk cost-effective and reducing the burden of repetitive work on your IT engineers is a shift left Help Desk support strategy. Implementing a shift-left Help Desk support strategy has become popular in the IT service management community. A shift-left support strategy is based on moving service and support requests from high-cost support engineers and developers to lower-cost tier 1 Help Desk agents. Even better, the shift-left support […]