What Makes a Good Help Desk
Automation is the first step in support, but there are going to be issues that you can't automate your way out of. That's when you need channels for people to get effective help quickly and easily. Your support strategy should focus on the end-user experience and quick resolution to minimize frustration and downtime wherever possible.
The aim for help desks should be first contact resolution wherever possible. Hiring knowledgeable agents and giving them the right training is key. They need to thoroughly understand the devices and software being used along with your operating environment and workflows. At Stratix, we keep our help desk on-shore and don't outsource so that we can ensure that we have the best people available.
If you have a complex environment with multiple mobile solutions in use, then make sure the right agents are matched with the right problems. Don't leave folks on hold or transfer them around in search of the right expert. Your help desk should be staffed so you have the capacity to minimize wait times. Suppose it becomes known through your organization that calling the help desk involves long waits. In that case, people will be reluctant to call, and issues that affect productivity and the use of mobile solutions will snowball.
To efficiently handle operations, using ITSM (IT Service Management) software such as Service Now is a must. It helps manage tickets and resources and provides essential metrics around the effectiveness of your team. The platform allows you to automate and aggregate ticketing through multiple channels like phone, chat, or email. Tickets can be prioritized, and the system is even smart enough (using AI) to route problems to the agent(s) best qualified to handle them.
Because your help desk is so important to the success of your mobile solutions, you want to measure its effectiveness. Some key performance indicators are first contact resolution rate, Average Speed of Answer (ASA), and customer satisfaction. Follow up on resolved tickets and ask end users about their experiences and if they're happy with the solution they got. You'll learn a lot. Something else to track is agent satisfaction. Good people are hard to find, and you want to ensure that you're giving them the tools, culture, and incentives that will keep them around.
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Learn how a help desk works, what pieces are required, and the things organizations need to consider the ensure that their employees get the right amount of support to keep them happy and productive.
Why It's Important
Enterprise-scale mobile solutions are not fire and forget. They require constant care and attention to keep them running smoothly. Things are going to happen, but you want to ensure that they have as minimal an effect as possible on operations, productivity, and user experiences.
With proactive device management, asset tracking, and a skilled and effective help desk, you can achieve that.
A well-thought-out comprehensive enterprise mobility support system is your defense against unexpected and unnecessary problems that could ruin all the time and money your organization has put into its mobility strategy.
Learn how this leading carrier migrated from DIY device management and legacy devices to a modern managed mobile technology for its drivers.
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