Help Desk Management

Help Desk Organizational Structure for Success

August 13, 2016 Wayne 0

Before you meet your new help desk team, I suggest you understand the help desk organizational structure. Understanding and optimizing the help desk organizational structure is an important critical success factor in achieving team and company goals. The first step is to obtain an organizational chart from your supervisor or the Human Resources department. You should also obtain a staff list, which includes name, job position title, salary, and hire date. With this information you […]

Customer service complaints: Help desk improvement steps

August 7, 2016 Wayne 0

If you have managed or worked in a help desk for any amount of time, you may have heard of many customer service complaints occurring repeatedly. Many of these issues are not unique and they transcend all industries. The good news is throughout this book we identify the issues and the solutions to fix them. The leading causes of customer service complaints are actually well known but for some reason help desks and call centers […]

Top 10 Help Desk Calls and how to deal with them

August 1, 2016 Wayne 0

What are the top help desk calls received by the help desk from the customers they support? We pulled together the top 10 help desk calls with specific recommendations. While you cannot prepare for every question, there are some industry standard high volume questions. These questions must be prepared for by documenting the most probable support steps that will resolve the issue. This documentation of steps should be place in the help desk knowledge management […]

Help Desk Ticket Categories

Total Contact Ownership will place customers first

July 24, 2016 Wayne 0

If a customer contacts a help desk with an issue and the help desk is unable to resolve it first contact, it can be disappointing. We do understand not every issue can be solved on first contact by the help desk but too many times an escalated request for help seems to go into a black hole. If tickets pile up with escalation groups, no updates are provided to the customer and lingering customer IT […]

Help Desk Performance Management: Team Meetings

June 25, 2016 Wayne 0

If you are a new help desk manager, your new staff may have been self-managed, managed by a manager from a different department, or poorly managed by a former manager. Even if you have been the team’s manager for a while, you must assume there are issues with staff roles, work schedules, attendance expectations, performance, and training. For help desk performance management, it is important to setup team and 1:1 meetings with your staff. As […]

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Help Desk Multi-channel support: Social Media Strategies

December 9, 2015 Wayne 0

Internal and external customers now expect to reach your Help Desk for customer service and support from any device, at any time, and from anywhere. In today’s Millennial-driven economy, the Help Desk’s response to requests must be immediate and delivered in the customer’s preferred medium. In the past, Help Desk Management and staff only had to monitor traditional channels such as phone and email. A forward looking Help Desk must now have a social media […]

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How to Reduce Incident Mean Time to Restore Service MTTRS

October 31, 2015 Wayne 0

What specific areas are you focusing on to reduce Incident Mean Time to Restore Service (MTTRS) of Major Incidents and increase Mean Time between Failures (MTBF) at your company? Reducing Incident Mean Time to Restore Service (MTTRS) of Major Incidents and increasing Mean Time between Failures (MTBF) is critical. Reducing MTTRS will decrease the service disruption duration to avoid a loss of sale revenue and productivity. Increasing MTBF will improve the uptime availability of your […]

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Incident Management Communication Plan – Do you have one?

September 2, 2014 Wayne 6

A proactive Help Desk team will have Incident Management Communication Plan in place to follow when an outage to a service occurs. In advance of an outage, it is important to develop a well thought-out Incident Management Communication Plan detailing how people will be initially notified, what information they need, when status updates will be communicated, and what resolution steps occur when a service has been restored. Answer the following questions about the state of […]

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The 4 groups important for a Help Desk Manager

August 19, 2014 Wayne 1

Help Desk Manager careers are built on a foundation of communications and strong relationships. It is important to quickly build relationships and collaborate with key stakeholders of your support department to be successful. A new Help Desk Manager needs to have clear lines of communication with at least 4 key stakeholder groups their new department interacts with. These 4 key stakeholder groups for a Help Desk Manager are your boss, the customers you support, the […]

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8 steps to mature a knowledge management system

July 27, 2014 Wayne 0

When a customer contacts your Help Desk with a service question or issue, you expect your Help Desk Agents to provide consistent, repeatable, and accurate solutions. If the needed service support information is scattered throughout your company, how can you expect your Help Desk Agents provide timely support? The 8 steps to mature a knowledge management system is the process of identifying, collecting, formatting, training, and using service support knowledge to resolve a customer’s service question […]