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7 Ways to Improve Service Desk Operations

Helpdesks and IT service desks play a significant role in how efficiently a business operates. When the helpdesk isn’t doing its job, key players in the company can’t do their jobs. Yet many helpdesks and service desks are woefully inefficient.

If you want your company’s service desk to shine, here are some tips to follow:

  1. Identify current strengths and weaknesses. That means looking at call and ticket metrics and figuring out areas for potential improvement.
  2. Define your service level goals. Identify the services that your helpdesk provides to the company, and establish specific service-level goals. That means call metrics, ticket times, response times and closed concerns.
  3. Know what it’s costing you. Figure out what kinds of calls could be resolved in a quicker fashion. If your helpdesk is spending a third of its resources resetting passwords, it’s time for user education and maybe even self-service password resets.
  4. Balance tech knowledge with customer service skills. It’s often easier to train someone with good people skills in helpdesk issues than it is to train someone with technical knowledge in customer service skills.
  5. Grow your service offerings. Identify other parts of the business where you could provide support. Your service desk has staff and expertise that could be utilized to improve the business in more than basic tech areas.
  6. Grow your helpdesk’s knowledge base. Certain types of calls may initially need to be passed on to tier two or tier three teams. In some cases, however, the resolution to that issue can be passed back to the helpdesk and added to the list of issues that the helpdesk can handle.
  7. Don’t rule out outsourcing. Outsourcing your service desk can be not only cost-effective, but it can improve your service levels. Establishing service level agreements with vendors helps insure that your organization is getting what it needs in a timely fashion and it removes much of the helpdesk management overhead.

The service desk plays a critical role in any organization. Improving service desk operations helps the entire organization run more efficiently and reduces strain on other IT resources.

IHD ServiceDesk

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Unitiv, Inc., is a professional provider of enterprise IT solutions. Unitiv delivers its services from its headquarters in Alpharetta, Georgia, USA, and its regional office in Iselin, New Jersey, USA. Unitiv provides a strategic approach to its service delivery, focusing on three core components: People, Products, and Processes. The People to advise and support customers. The Products to design and build solutions. The Processes to govern and manage post-implementation operations.