The rise of the conference room technology is allowing teams to be more interactive and flexible across multiple platforms and devices. In order to support the growing amount of hardware and software, IT teams have to adapt their processes to promote alternative means of communication and collaboration, such as a wireless presentation. However, with new technology comes a greater need of support for fellow employees. How can help desk teams efficiently manage the influx of support calls and requests? A lot comes down to organization with an online IT ticketing system.
IT ticketing systems allow for a central repository for project requests, defect logs and “How does this work” questions. These systems assist IT help desk teams in estimating the level of effort, assigning tasks, setting priorities and creating visibility to track the status of tickets. For example, in conference room technology, a ticketing system should provide immediate access to the help desk, due to the “live,” time-sensitive nature presentations and meetings. However, without the right structure, the system and help desk support can become overwhelmed with the volume of tickets and the ability to prioritize them.
Help desk support teams needs to efficient and productive. An inefficient workflow or the absence of a ticketing system may bog down the help desk. Therefore, calls may not be resolved in a timely manner, incorrect expectations could be set and employees may be left frustrated.
Here are 3 ways helpdesk teams can become more productive with the help of an IT ticketing system.
Define Team Structure. An IT ticketing system is only as good as the team managing it. By instituting a structure which will account for resource management, priority settings and help desk knowledge, tickets can be assigned appropriately, worked efficiently and avoid drain on a single team member. The goal is to use the system to balance the workload in order for team members to be available to assist more employees while having resources free to handle critical matters.
Setting Expectations. Employees may think that tickets are worked as soon as they are received. In many cases, they are. However, an IT ticketing system can be used to set real expectations for resolutions. Some systems will allow the end user to set a priority, which may not always be correct. Therefore, having a system that allows the end user to track their tickets can help convey how tickets are prioritized, when they will be addressed and how they are being handled. By giving visibility to employees, there will be a reduction in status calls
Knowledge Database. There are often frequently asked questions or FAQs. Those calls can eat away at time and resources. Having a mix of FAQs and a knowledge database with operating procedure guides will give employees an opportunity to get the guidance they need on their own. This will empower them to resolve easy, low priority matters without needing IT support.
The help desk is your IT customer service. They want to do a good job and provide assistance to all who need it. By providing them with a ticketing system and the right structure to assist their fellow employees, the help desk can be invaluable and attentive to support your business and reach its goals.