5 tips to generate value for your internal team of Help Desk

Unfortunately IT is not always well seen among some users, department heads and even managers. In meetings that I used to participate, a long time ago, IT was massacred by the other department heads and directors. “The technology does not work when we need it”, “IT takes a long time to solve problems”, “IT is a black hole” among other things said in meetings.

In the last several years I am increasingly pleased to know that this state of mind about technology is changing, the businesses are needing technology more and more to be competitive and perpetuate themselves over time. Despite this improved awareness, I would like to present tips that serve as factors that generate value for both you, the manager, and for your support team.

1. User Satisfaction Report: Your internal team works hard to keep the business stable, meeting numerous requests daily, but not always getting feedback from the users. If you have access to satisfaction reports with flashy and very easy to understand graphics, I strongly recommend using the murals available in your organization (the coffee room, cafeteria, etc…) to show that your IT department is concerned with maintaining quality in the services provided. Users will realize this, and more value will be generated both by users and by other managers in the organization.

An important note: If your help desk has a bad satisfaction average from the users, I recommend that the satisfaction reports shouldn’t be available in the organization. In this case it’s time to look within your team and observe the reasons that led to a low a satisfaction rate.

2. Activity report in each department: Many department heads and board members do not even know what their support staff is actually given and what are the real difficulties of its users. An activity report run by the technical staff that portrays the services executed in each department won’t leave any doubts about what was demanded and what was done.

3. SLA Report of each department: The idea here is that the same as the user satisfaction report, the SLA report will show that the SLA incidents are being met within the agreed standards, avoiding frustrating the user. Use the murals available in your organization to show it. Take the reports to department meetings or SLA data board for each department. Remember the famous saying: “Against facts, there are no arguments.”

4th. Incident Evolution: It would be very interesting if the quantification of incidents would be shown, either monthly or yearly. It shows that the progress of your team is essential. It allows interesting analysis of your growth.

5th. How-to incidents: It’s interesting that the help desk supervisors submit to an overview of the “How to” incidents where the difficulties of users in each department and obvious need for training are highlighted./

It’s time to revolutionize your Help Desk!

Comentários estão fechados.