Best Practices in IT Help Desk Management
Rob Turner

When setting up a business, it may be possible to solve all your IT problems on a whim. But as you scale up, you will have more employees, more digital tools, and devices incorporated into the running of your organization, it’s easy to find your IT help desk getting overwhelmed with requests.

A disorganized IT help desk can increase downtimes, ultimately affecting productivity. Fortunately, having an organized IT strategy can help you solve such issues.

Here are some IT help desk best practices that can ensure it is as effective as possible.

Use the Right Software

When you start noticing missed requests, extended downtimes, and complaints against your IT helpdesk, it is an indication that you need a help desk management tool. However, it is essential to understand that what works for one help desk may not work for another.

Understanding what you aim to achieve can help you decide on the help desk management software to adopt in your organization. If you are a novice at help desk management tools, this guide on the best customer support help desk software can help you compare the available options so that you can make an informed decision.

Hire the Right Talent

Irrespective of the tools you incorporate in running your IT help desk, nothing can substitute the right talent. That’s why you need to ensure that your IT support team has the right skills by hiring already trained employees or training the existing team members.

Regardless of your approach, having the right talent will ensure that your team follows best practices and has the technical skills to ensure efficiency in help desk management.

Enable Self-Service

Allowing self-service options for not-so-technical issues is one of the most effective ways to enhance help desk management efficiency. Allowing a self-service option to solve common and simple issues ensures that your IT experts will have more time in their hands to handle issues that matter.

Enabling self-service involves including a knowledge base in the help desk support system with instructions and tutorials on troubleshooting and resolving simple issues.

When incorporating a knowledge base in your support system, it is important to ensure it is easily accessible. One way of making information accessible to the requesters is by employing Artificial Intelligence (AI) to help identify user problems based on their tickets and make recommendations for resourceful articles.

Avoid Adopting an Entirely New System

When looking to change a help desk support system, you may consider throwing out your old system and starting afresh. While the idea may look enticing, doing so can be counterproductive because you will have to retrain your staff, which can be expensive and cause confusion as users and your team members get familiar with the new system.

The best idea is to change one aspect of your help desk system at a time to allow time for learning and ensure there is minimum disruption in the everyday running of your IT help desk.

Assign Specific Tickets to Specific Personnel

Your workforce will more often than not have different skill levels. Identifying different strengths in your help desk personnel can help your team make informed decisions on whom to handle what type of tickets based on their expertise.

Entrusting specific requests to personnel best suited for the request ensures that your team performs at its best, translating into increased productivity.

Final Words

Optimizing your IT service desk should be a priority for every business owner or manager. Following the practices mentioned in this post, among others, can help minimize the amount of time spent on internal organizational issues so that more focus is directed to the customer.