How to Turn Around a Struggling IT Help Desk
Modern customers do not want excellent customer service, it is a necessity for them. Looking at these customer service statistics, you will realize that you stand to lose a big percentage of your customers due to poor customer service.
However, it can be challenging for you to offer fast and reliable customer service with a poor or struggling IT help desk. An efficient help desk, whether for your customers or internal employees, plays an essential role in ensuring that your customer service is efficient.
It makes your brand identity strong and simplifies the entire process. However, it takes time for you to get there. So, what can you do if you have a struggling IT help desk and would like to turn it around? Here are a few solutions;
Introduce an Easy-to-Use Ticketing System
Technology advancement has made it possible for employees to work from anywhere they are without any problems. When working away from the office, they need a system that allows them to submit tickets without any limitations.
This can only be done with a proper incident ticketing platform. On the other hand, modern customers do not want to be limited to making calls whenever they have issues that need to be addressed. They need a channel through which they can submit tickets and have their problems solved quickly.
If your IT help desk is struggling, then chances are that you either have a poor ticketing system or do not have one at all. You can turn it around by shopping for a ticketing system that meets your requirements as well as those of your customers.
Check Your Metrics
Modern businesses depend on data for most of their operations. It is one of their most important assets. However, it is important to note that all data is not useful. You need to make sure that you can differentiate valuable data from invaluable one.
Unfortunately, working with a lot of data might make you forget about some of the most important things for your business. When it comes to turning around a struggling IT help desk, you need to make sure that you are measuring the right performance metrics.
These metrics are useful in guiding you on what you need to do and areas that need improvement. Fortunately, you can rely on modern software applications to analyze your data and measure the right metrics.
Re-Train Your IT Help Desk Personnel
Training is one of the most important things when hiring new employees. It does not matter how experienced they are. They must be in a position to meet your company’s expectations and work to meet its goals.
A struggling IT help desk might be a result of poor or lack of help desk personnel training. You can retrain your employees to ensure that they can handle issues much more quickly and competently. You can create training and learning programs at the workplace to boost your employees’ productivity levels.
In addition, training can streamline some internal issues since it provides the help desk personnel with the knowledge that they need to handle everything thrown at them. They do not have to wait for authorization from the management.
Set or Evaluate Your IT Help Desk Objectives
Smart businesses set goals and objectives for every department to ensure that employees know what they should achieve within a given time. Did you do this when setting up your IT help desk? If you did, do you take time to revise the goals and objectives?
Well, to turn around a struggling IT help desk, you need to ensure that you have clear goals and objectives for your help desk personnel. This should include things like how they are supposed to handle issues from customers, wait times, and targets, among others.
After that, you will not turn around your IT help desk if your employees do not adhere to the set goals and objectives. Apart from that, you need to make sure that every employee is focused on meeting the set objectives without fail.
Start Collecting Feedback
Collecting the right metrics is important, as discussed above. However, you also need to start collecting feedback from your customers and everyone else who relies on support from your IT help desk personnel.
This feedback is going to help you understand any challenges that they might be facing when working with your IT help desk personnel. With such information, you can implement changes to turn around your struggling IT help desk.
Customer service plays a crucial role in the success of a business. If you have a struggling IT help desk, you can implement the measures discussed above to turn it around.
