Whether you’re a small team of independent consultants or a large scale business with international operations, one of your key business objectives will certainly be to effectively manage your help desk.
In a nutshell, your help desk is your means of ensuring that every incoming request is efficiently managed and responded to; be it IT related issues from your internal employees, sales enquiries from prospective customers or product/service support queries from existing clients.
Everyone has something to say, but how do you ensure that every voice is heard? Communicating these requests has progressively advanced in line with available technology; from making actual visits in person to contacting a call centre to harnessing the power of the Internet and relying on email & the Web. That just widens the playing field for the amount of incoming communication that you’re probably going to receive.
Whilst mail handling software provide you with the ability to perform certain management tasks, such as setting up rules to organize incoming mails automatically according to subject type, etc, they just aren’t cut out for core help desk management requirements, which typically include:
- Assigning incoming requests to specific staff members
- Auditing a request right from the time of its creation to the point of resolution; being able to track the manner in which a request was handled
- Treating each request as a uniquely identifiable record, commonly referred to as a ticket
- Notifying multiple staff members on a single request in a method more efficient than CC’ing everyone in on an email
These are just a few of the many critical requirements that reinforce the ever-so-important need to have in place a comprehensive help desk management software solution.
A dedicated help desk management solution provides you with a host of integral tools that allow you to do much more than just efficiently act upon incoming requests. Requirements in terms of how requests are handled differ from business to business, so it is important to first understand how you wish to manage your help desk before opting to deploy a solution merely because it claims to address all help desk requirements.
How strong is your help desk management capability?
We’d be happy to discuss your requirements and recommend how best you could implement an efficient help desk solution within your business. Feel free to contact us at sales@helpdeskpilot.com
