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By Monica Paul, Marcomtec / Magic MasterMinds

Providing support to global, regional or local staff can be an exciting adventure, it doesn’t matter if done in-house or as an outsourcing service, Help Desk is the hero of the day. Actually, an unknown hero, because it can be one of the less noticed activities, one often taken for granted.

The network will always be up and running…”, they say. “If I ever have trouble with my laptop or any other device, the guys from Help Desk will handle it in a matter of seconds…”, they say.call_center_06

But making sure these statements ring true may often be a challenge. What do ‘the guys from help desk’ do and need to make all this true? Continued in the article below is the views of an expert in sharing some Tips about Help Desk Best Practices

Whether you are an IT Service Provider or the Help Desk manager in a company, you know the secret is to “keep the network running smoothly”. This includes “EVERY” existing hardware and software asset. While it is impossible to have all devices or systems 100% operational all the time, it is possible to be prepared when issues arise ensuring the impact to business operations is non-existent or a least minimal.

Mark Charleton from Blue Solutions knows about this! He explained that the key to arrive at this optimal status is a combination of monitoring and reporting which can only be provided by the correct RMM tool.

Mark stated that monitoring and reporting includes five key activities that are explained below:

  • People – All the tasks, roles, and responsibilities (the Help Desk Manager, the Analysts, as well as the 1st, 2nd, and 3rd level support groups) must be perfectly defined and assigned to specific experienced personnel providing the skills needed to achieve the expected results.
  • Processes – It is key to define the core day-to-day activities of Help Desk personnel. The maturity and consistency of the processes and their execution would define the Help Desk performance and results.
  • Products – It is fundamental to have the correct technical tools; this applies to both the Help Desk and the remote monitoring that achieves optimal performance to prevent any kind of incidents. A tool like LabTech RMM is able to provide required features and generate the reports to measure results and needs of the network’s activities and the Help Desk’s services.
  • Partners – Internal and external suppliers the organization relies on to provide the software tools, as well as to run or staff the Help Desk, handle incidents and provision requests that are dispatched and managed by the Help Desk and the Network Management.
  • Performance – The value provided by the Help Desk to the organization. Standards for timeliness, cost and end-user satisfaction.

John Timko, Marketing Director in LabTech Software has extensive knowledge of the benefits that a Help Desk provides to any kind and size of organization from a business point of view; which go far beyond internal ones.

He explained that as a business user of the network, he and his team consider the IT systems and applications as the light switch at the office door. He flicks it and the lights turn on immediately, he isn’t expected to do anything else. In the same way the business staff assume that they turn on their laptops and they work seamlessly. If they don’t and something goes wrong chaos erupts which impacts the company’s business operations, the profitable activities suffer and productivity is impacted..

The Help Desk is the safe guard that takes us all out of the operational chaos!”, said Timko.

And he is right!

Seamless operation of the Help Desk guarantees smooth network performance, allowing the company’s management, staff and other operational areas to run the business and achieve profit and business goals. Thus having an efficient Help Desk using the correct technological tools and with the correct processes helps to improve productivity, efficiency and competitiveness throughout the organization.

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