Proper Support With the Perfect help Desk for You

Make sure that each process within your remit is documented and has clear instructions. Ideally, each set of work instructions should be created by a member of the team dealing with the tasks in question and verified by another member of the team. The idea is that by comparing the experience of a good service to that of a DVD. it can be lived countless times, it must invariably be good. While the experience of a theatrical performance will depend each time on the acting of the actors learn more about standardization here.

Save your Service Desk

Apply this Shift Left rule by inviting the2ndline technicians to helpdesk meetings for sharing tips and tricks. The advantage is double; the helpdesk is more autonomous and has more knowledge, which frees up time for second-line employees, who can handle more complex business. In addition, if the teams know each other and appreciate each other, everyone will be less likely to shout at the other or to ignore some tickets for one or the other reason boat in critical moments. You can now Learn more about help desk software by clicking here.

Assistance in complete autonomy

Empower your users by encouraging them to use a self-service / self-help portal. If you can afford it, build it to be fun so that it’s fun to use and users feel rewarded for using it. Lastly, set up a knowledge base or FAQ section so that your clientele knows how to make the most of it. Learn more about support based on centralizing knowledge here or here.

Problem Management

Boost your ticket management process with a problem management process. By taking the time to analyze the cause of recurring problems, you get rid of “monotonous tickets” and your users can be up and running again faster. If you do not know the place to start, start a feedback survey after Major Events. Ask the things happened as well as why, how the problem was solved and the actions that were needed to prevent the problem from happening again. If you already have a problem management program, reinforce it with more proactive problem management; talk to your support teams and service managers. Ask them what they are concerned about so that you can present them with a plan of action.

Rethink your change approval committee

People who fall asleep during Change Advisory Board (CAB) meetings have no excuse. If they dread CAB meetings because they last 5 hours or because they pass for an exercise of ticking boxes, it is because you are doing badly. CAB meetings are designed to discuss important changes for society. Use a risk matrix and company bylaws to approve changes that have had an impact, to free the committee to discuss critical changes for the company.

  • Partner links