Getting Help Desk Management right is a rewarding journey. At BuildaHelpDesk.com we are promoting solid management practices based on industry standard processes which are critical for an efficient, well performing and customer focused Help Desk. Because of that your challenge as a Help Desk Manager is to identify those industry standards and learn how to introduce them to your team.
Help Desk Management Policies
To meet or exceed expectations, Help Desk Management staff know that they have well thought-out job-related policies. Implement fair and consistent policies related to time away, disciplinary and grievance issues. Most importantly clear direction creates an environment where employees are engaged and happy. It also provides a Help Desk Management structure on how to appropriately manage fairly. There are many policy fundamentals you should be aware of.
- Accessible – The policies must be accessible to the employees. Store policies on a read only website, SharePoint page or other electronic repository which allows access at any time.
- Training – Employees should receive specific policy training and be able to ask questions and for clarifications. To successfully enforce the policies, employees must understand the policies. Annual review of departmental policies is critical to remind employees of the department’s expectations.
- Employee acknowledgement – Once the employee receives training and have all their questions answered, the employee should sign a statement agreeing to comply with the policies.
Help Desk Management Customer Service
Your Help Desk Management team should understand customers are the life blood of the company. Understanding what the most frequent occurring questions and issues by your customers will help you improve the customer experience. Therefore a happy customer is a repeat customer. A repeat customer will provide word a mouth advertising to develop organic new customers for very little cost. If your customers are internal, this also applies. Positive interaction with your internal customers will lead to improved customer satisfaction survey results and increased customer productivity. Never treat internal or external customers poorly to avoid negative consequences.
Understand your team
One of the biggest challenges for a new Help Desk Manager is understanding their team. While it is important to understand the personalities of the individuals working on your team, I stress understanding your team in the sense of structure and processes. Of course every company has unique organizational structures, job descriptions, use of specialist and staff to management ratios. If you recognize and study the efficiencies of these structures and processes, you can make informed decisions for improvements. Furthermore positive improvements will increase productivity, reduce costs and improve the overall work life balance.
One of the best ways to understand the current expectations of your staff is to review their role job descriptions. A well-defined job description is critical to define the primary functions and duties for the position. You first should determine if there is one general job description or are there multiple job descriptions based on experience and specialty skills. Just having one general job description for the entire Help Desk staff, will not promote a career path. It means as Help Desk agents season and mature in their position they will not have the opportunity for internal position within the team.
In a mature Help Desk structure, you will see job positions have a level 1, 2, and 3 tier level experience modifier or you may have a junior and senior level. Level 1 or junior positions will perform routine duties under direct supervision. Level 2, 3 and senior positions will handle more complex issues, be an internal escalation point and provide guidance to the junior staff.
Employee Training and Development
Managers know that company success is a result of knowledgeable and engaged workers with skills to meet their job duties. To develop and keep top talent productive, you need a comprehensive training and development program. Employee training is to improve worker’s performance by transferring skill based knowledge to be used in their current job position. Employee development is to advance an employee’s skills and knowledge beyond what is required for their current job position.
If you manage a support team such as a Help Desk or call center, you know that your customers expect correct answers quickly. They also demand a level of customer service, which meets or exceeds their expectations. Of course good employee training and development programs don’t just happen.
Examples of Training and Development programs
- Curriculum – The curriculum includes teaching aids, handbooks, visual aids, webinars, and computer tutorials.
- New Hire Onboarding – Proper onboarding will affect their initial engagement, integration, and set a positive expectation with their new positions.
- Ongoing training and skill development – An ongoing training program is important for employees to refresh their current required knowledge of work practices and assist employees to incrementally improve their skills. Companies will use ongoing training to keep up with industry changes and latest technology to stay ahead of competitors.
- New process training – Implement new process and application training. Identify changes, implementation timing, expectations and where to go for additional assistance.
- Just in time / CBT training – Just in time and CBT training is a good option to provide on the spot training when an employee is confronted with the new application or process. This training could be provided by an in-person visit by a trainer, a computer based training video or a quick reference card at the employees work location.
Quality Assurance Program
As a good Help Desk Manager, in addition to establishing customer contact handling procedures and provide your staff good customer service training, you must audit their performance. Therefor Help Desk management team must implement a quality assurance audit. This audit is a program to review calls and tickets on a regular schedule using a standard methodology.
Benefits in implementing a Help Desk audit program.
- Incentive and bonus programs – Audit data can be used to validate Help Desk agent performance and reward positive behavior.
- Performance Management – Audit data can assist managers have meaningful weekly and monthly performance review sessions with the team and individuals.
- Annual reviews – Help Desk activities can be easily tracked with audit data metrics. Metrics are used to ensure Help Desk Agents meet or exceed mid and annual reviews objectives.
- Training – Audit data can be analyzed to identify negative trends quickly. Once spotted, a manager can intervene with proper coaching and training as needed.
- Inappropriate behavior – By auditing the calls and tickets regularly can you uncover and correct inappropriate behavior before it causes serious damage to your company’s brand.
Understand the Business
Help Desk managers focus staff on providing customer and business support. What if your Help Desk management team has limited resources, how do you appropriately allocate support? Immature Help Desk will approach this with a first in first out or whoever screams the loudest approach. While this may have limited success, we need to start thinking how to prioritize issues. Prioritize incident tickets based on impact and urgency. Incident impact is the potential financial, brand or security damage caused by the incident on the business organization before it can be resolved. Urgency is how quickly incident resolution is required.
By knowing your company’s business, products, and applications you can begin to prioritize incidents. Equally important is that the Help Desk understands from the business and what services are mission critical. Mission critical services are the highest priority and your department need to be experts at supporting them. Meeting with department leaders and staff regularly is very important to understand what is most important for each department to run their business. One department’s mission critical services can be from another department.
Market the Help Desk
Help Desk services consumed add value. Therefore customers of your Help Desk need to know what services are available and how to request them. These services include computer system repair, application support, and access request management to controlled resources. Help Desk services are an expense but successful Help Desk managers will market their services anyway. Customers that are aware of what services are available are more likely to have higher satisfaction with the technology they use for their job function. Comparatively marketing Help Desk services to internal customers are like general marketing campaigns you may be familiar with in the public.
Help Desk Marketing Examples
- Welcome Guide – First impressions are long lasting. It is important to provide new company employees a welcome guide, which will outline company services available, contact channels, hours of operation, URLs of the support portal and such.
- Quick Reference Guides – Providing quick reference cards in a welcome guide, online or as a handout will greatly improve user productivity and reduce calls to the Help Desk.
- Help Desk website/portal – Implement a Help Desk online customer portal to inform customers and increase productivity. A typical Help Desk portal lets customers request help via a support ticket, check the status of a current support ticket or search through previous tickets.
- Informational tours – Meet with departments to present and answer questions
- Brown Bag Sessions – Deliver a topic focused meeting during a lunch period to inform customers.
- Technology Fairs – It is an opportunity for the Information Technology department to display the systems used, service available and staff. In light of that fact having the Help Desk in the technology fair is a great way to market the Help Desk services.
Perform a Maturity Assessment
For an organization initially setting up their Help Desk management practices, there is a lot of industry standard IT Service Management and ITIL information available to build a strong foundation. Of course an established Help Desk will need to understand how they are doing and what needs attention for improvement. In the IT Service Management community, we start by using something call a maturity assessment. Complete a maturity assessment to determine maturity compared to industry standards. It is important to note that the value realized from performing an assessment is directly related to the thoroughness of the assessment data gathered, which includes staff interviews. There are many benefits in performing a maturity assessment.