Image by mnd.ctrl via FlickrThe most import part of an IT organisation is the IT Helpdesk. The impression of the IT organisation is gained by the users experience with the IT Helpdesk. So, an IT Manager needs to ensure that those experiences are consistent, organised and favourable. Some IT Helpdesks are non technical and basically perform a call logging function for all type of user queries from a new account request to an application error. Some IT Helpdesks are highly technical and can provide a certain level of first line support such as resetting password, printer queues to basic application support such as how to set up a printer in Microsoft word.An IT Manager wants to provide a great IT Helpdesk service to his clients and so needs to ensure the Helpdesk staff use standard processes and procedures and standard software and tools to carry our their jobs.
In addition, the Helpdesk staff need to be trained in certain areas to maintain a good service to its clients:
Customer Service Training - how to deal with clients, how to deal with complaints, how to deal with irate or abusive customers
Administrative Tasks Training - how to log the calls quickly and efficiently, how to search and provide updated to the clients on any calls logged, how to reset passwords or printer queues and so on
IT Application Training such as Microsoft Office Training, MCDST Training and more dependent on the client base they are supporting - provide specific support to resolve the client’s problem at time of calling such as how to change a font in MS Word, how to create a formula in MS Excel and so on.
If all staff are trained to the same level then the clients who contact the IT Helpdesk will receive a consistent and methodical service no matter which Helpdesk Analyst they speak with when logging a support call. There will always be some staff who are more experienced than others, but the way in which they deal with the customers and assist with the resolution should be the same. This leads to client confidence that their enquiries will be dealt with in a consistent and efficient manner. At the end of the day this is the goal that an IT Manager or IT Helpdesk Manager wishes to achieve.
by Sandra Rodrigues
