IT helpdesk is a virtual service meant to provide assistance and information to the consumer or end user about a particular company’s or organization’s goods and services. This helpdesk plays a significant role in any business. It can be categorized as a central computer system for receiving and sending helpdesks to different users or customers. It serves as a central location for receiving questions and issues from the consumers or end users and acts as a support center for all kinds of IT helpdesks. It is also meant to provide solutions to these IT helpdesks for resolving the problems of the consumers or end users. Therefore, an IT helpdesk should have various essential features for ensuring satisfaction on both the sides.
Before anything else, it should possess several essential features.
These features include the following. Ticket Volume: If an IT helpdesk has a large volume of tickets then it would consume a lot of time to handle the tickets and will increase the total number of hours spent on it. Hence, it should possess a high ticket volume.
Knowledge Base: A knowledge base contains all the information about a particular IT helpdesk. Without a well-developed knowledge base, the IT helpdesk will not be able to provide satisfactory solutions to its customers or users. The knowledge base should include all the questions and issues that the consumer or the end user is expecting to be solved. At the same time, it should contain all the solutions to the tickets that are already available in the software asset management. All the tickets in the knowledge base should be well described, so that the IT helpdesk can understand what it is dealing with and if there is need to investigate further.
On Demand Tickets: There should be availability of tickets on demand. When a new release of the software is made available for use, the IT technician must be able to access it without any difficulty and without having to wait for the arrival of the customer. There should be no restriction on the time for which the IT technician must access the knowledge base. At the same time, there should be no restriction on the number of times he can access it. This will make things easier for both the IT technician and the customer.
Slas: All the IT helpdesk should have a formalized procedure for training the customer about the products. This will make it easier for them to get familiar with the functioning of the IT helpdesk and how it can be used for solving the issues that the end users are facing. Also, in this way they will be able to ascertain beforehand whether the procedure taught by the IHO is sufficient to solve their problem or not. In addition to this, the customer should be offered to follow up with the IT helpdesk during his visit. If he is satisfied with the service availability and the quality of the IT service then he should sign up for a longer contract with the company.
Infrastructure stability: For an IT helpdesk to be considered
as one of the best in the industry there should be a good and stable infrastructure. This can only be achieved by using a hosted system where all the queries, bugs and other issues are handled by the IT team. The rate at which the IT team handles the tickets determines the outcome of the entire process. If there is an increase in the number of tickets then it means that the overall IT support has been increased and thus the overall infrastructure stability is being maintained.
- Knowledge Base: For the IT helpdesk to work effectively it should have an extensive knowledge base.
- There should be a proper flow of information from the technicians to the customers and vice versa.
- The knowledge base must contain all the relevant information about the products that are provided by the company.
The technicians should also be able to answer any of the questions that the customers ask regarding the product. In addition to this, the technicians must also be able to provide any necessary solutions to the problems that people are facing when using these products. If there is lack of knowledge base then it is very likely that there would be a delay in the response of the customers and they might even end up dissatisfied.
SLA Compliance Rate: The SLA Compliance rate is another important parameter that the IT technician should consider before he starts answering tickets. If the ratio of tickets to support calls is high then one should expect that the quality of the service that is provided to the customers is going to be very poor. A good ratio of between ten to twenty percent of tickets should be handled by the technician while around seventy percent of the tickets should be handled by the IT team. Thus it is very important to maintain good SLA compliance rate so that the customers do not face any problem regarding the support issues.