Building an effective IT service desk is not easy. With technology evolving so quickly, with companies reliant on a complex mix of hardware, software, cloud-solutions, broadband, telephony and legacy systems, you need an IT help desk that can provide support and proactively grow the business.
An effective IT service desk can do so much more than fix your email when it goes down. For it to deliver great service – both supportive and proactive – your help desk analysts need a range of skills and solutions to operate smoothly. Remember, without IT help desk support; business can’t function. Digital systems, from cloud-storage to communications keep businesses operational.
Systems and hardware determine the support desk skills you need. And of course, larger companies and those whose business is technology – such as tech companies – need more support. So, although it’s somewhat difficult to outline the specific skills your team need, know that an effective IT help desk requires at least one member of staff with the right skills/experience, at a minimum.
Next, you need to consider the systems they use to run the IT service desk…
#1: Online Ticketing
Internal customers don’t always want to make a call. An online ticketing system is essential. It also makes it easier to log and track issues, then prioritize them against everything the service help desk is trying to solve right now.
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