What are the best practices in IT help desk?

1. Perform Customer Satisfaction Surveys on a Regular Basis
2. Implement a Web-Based Knowledge Base Tool
3. Implement Service Request Automation Processes in your Help Desk Software
4. Use the Help Desk Software System to Increase Communications With Agents and Customers
5. Implement a Customer Self-Help Portal Accessible 24 hours/day
6. Use Real-Time Help Desk Reports, Dashboards, Metrics and Analytics
7. Use Real-time Reporting Features that Decrease Time Required to Prepare Reports
8. Implement an Asset Management System that is integrated with the Help Desk Software system
9. Implement an ITIL Change Management Software System and ITIL processes. Integrate the Change Management System with the Help Desk Software System.

Basically, IT Helpdesk setup for SME and Large (100+ workstations) are designed differently. Moreover, systematic approach is the key for large setup. Even then the desired service level targets are missed due to exceptions. The Best practice in my opinion and practice include the value of the business function associated and classify them in tiers of different priorities. Therefore, delay in the target operation time can be taken aggressively on closing the ticket/hit of incident. Helpdesk is most limited resourse with unlimited benifits for IT culture of a firm. Therefore two appoaches: Classify the Business Functional importance of departments/levels - a cable replacement is more worth in a high priority business element ticket than a server haul in a DR setup interms of business need of firm. So, Priority setting is First, sit with Business Analyst and see the way it can be eased. Secondly, Most activities can be grouped and thus recursive thus, streamline most common tickets raised 50% same category. dedicate some resources for them. Thus, this is possible through right review of reports generated by helpdesk and get some statistics done on the data of last Quarter. dedicate to change! Khallas.

For Helpdesk, there are 2 main important points: customer satisfaction and technical knowledge.

To achieve the customer satisfaction, you need to provide high customer service by solving issues within the agreed service level targets. It is also required to regularly check the customers opinion and feedback using surveys. Furthermore, building a knowledge base is so important that could help in saving the customer time if they can find the solution of the regular issues instead of submitting tickets.

For the technical side, having a service desk system is crucial. It will make the communication between agents and customer more organized and easier. The processes of Incidents, problem and change management are very important as well.

Escalation process is mandatory to control how issues will be handled between the different tiers.

Knowledge management

microsof software

time management