In today’s world, the job of an IT Help Desk professional is more important than ever -- and more stressful. With so many tickets and requests coming in every day, it can be easy to slip up and make mistakes that can cause your team’s productivity and efficiency to suffer. Be on the lookout for these five avoidable Help Desk mistakes:
In previous blog posts, we’ve discussed the importance of communicating with your customers to better understand their needs and expectations. One of the best ways to do this is through a customer survey. Surveys provide a platform for gathering essential customer feedback. When crafted and presented effectively, they are powerful tools that help to identify your company’s key customer service strengths and pinpoint its weaknesses.
You want to help your customers as much as possible, but customers often prefer to help themselves. Rather than call a number or send off an email to get an answer from a support team, a growing number of consumers would rather take matters into their own hands. About 53 percent of online adults in the U.S. will abandon an online purchase if they can’t find an answer to their question fast enough. Younger generations frequently turn to the Internet for answers before picking up the phone: 89 percent of Millennials reported using a search engine to find an answer prior to calling customer support.
Numerica Credit Union tracks help desk issues and workflow processes with Issuetrak.
As an IT professional, you’re constantly getting requests from other teams within your company to approve and install software. Each software must go through a vetting process to make sure it’s compatible with existing systems. Once that hurdle is crossed, then it’s a matter of implementation, configuration, and training. Depending on the complexity of the software, that could take several weeks or even months of your time before you can deploy it to the requesting department.
Working the help desk can sometimes feel like a thankless job. Day after day, IT staff must field a seemingly endless wave of requests and address tickets as quickly as possible. If something goes wrong or a problem slips through the cracks, IT is often the first to take the blame. It's a lot to keep up with, and help desk pros may understandably feel overwhelmed by it all.
What do you prioritize when making any new software purchase for your business? Regardless of what's on your feature wish list, at the end of the day, the most important criteria is that it either makes or saves you money. That's really where issue tracking software shines. It helps unearth all those pesky problems that have been flying under the radar and costing you money - whether you realize it or not.
When you're vetting new business software, you need to be on the lookout for a Swiss Army Knife. By that, we mean an application that doesn't only serve a single function or even a single department. To drive return on investment for any new software purchase, it must have tangible applications for every corner of your business or organization. When it comes to help desk ticketing, issue tracking and workflow management software, Issuetrak has you covered.
Superman. Batman. Green Lantern. Mere sidekicks compared with the true heroes who bring transformative change to their businesses.
Budgetary constraints are a simple fact of life for businesses and their IT departments, regardless of organizational size and footprint. While large corporations deal with the pressure of maximizing return on their IT investments, the stakes are even higher for small and midsized operations. When your IT department is a team of 10 - or even one or two - a poor software investment can be devastating. With small and medium-sized business IT budgets stagnating in recent years - a 2016 Techaisle survey found that small business IT investments dipped $3 billion from the previous year - making the most of those assets is critical.