Your company’s IT help desk has an important role to play, providing support and trouble shooting technical issues that your employees may be facing on any given day.
Keeping your company’s IT functions up and running is obviously a priority for your help desk staff. But budget constraints, limited resources as well as ever-changing and growing user demands can put a strain on your IT help desk, and it may reach a point where the volume of service requests being received is too large to manage.
Unless you’re able to spend more money on the IT help desk, you’ll need to look at improvements that can be made to reduce the number of incidents that are being reported to the IT help desk staff to resolve.
When there is a known outage or issue that is causing large volumes of calls to the help desk, the staff will spend a lot of time fielding the same calls and giving the same information over and over again. You can free up help desk staff’s time by getting on the front foot and communicating to your employees directly about the known issue and give an estimated time of restoration.
An effective and efficient way of doing this is by using DeskAlerts, a system which sends pop-up messages to employees’ desktop screens in a way that can’t be missed and is therefore more reliable than email communication – cutting down on calls to the help desk.
3. Understand what your most common support problems are