Companies have been immersed in daily help desk problems. It turns out that many of the problems that fall in the lap of help desk staff could be avoided.
The best way to reduce the number of the help desk incidents is to eliminate the problems. Actually this is the only way to maintain order and not lose control.
Otherwise nothing will change and the incidents will get out of control.
In addition to eliminating problems, it´s also necessary to avoid problems due to open incidents or end-users waiting for service.
If you don´t pay much attention to the “problem” within the problem, it ends up taking up unnecessary time of all the help desk staff.
Therefore, we made a compilation of tips to eliminate the problems and reduce the number of calls to your help desk.
# 1. Learn how to realistically estimate the service time. If the incident takes forty-five minutes to be resolved, don’t say that it will be resolved in twenty-five minutes.
This is because there are many unexpected factors that can increase the time to close a ticket.
If we add additional urgent calls, delays in testing, compatibility issues, etc.., a problem that would take twenty minutes to be solved can take more than an hour.
So learn to estimate the time correctly.
If the service takes twenty minutes in normal conditions, calculate the unexpected problems, the additional incidents and say it will take about 70 or 80 minutes to close the ticket.
This makes it easier because they decrease the chances of the user who opened the ticket to be angry at the lack of punctuality that often ends up spinning out of the technician’s control.
Sincerity is the best tool that a help desk technician could use to their advantage.
# 2. Strive to understand what the most common support problems are and what you can do to avoid them.
The best person to say how we should solve a problem is the person who works to solve the problems.
So stay alert to the incidents that could be avoided, prevented or even solved by the end-users.
Make a list and a short tutorial for the most common and easy to be solved problems. Create a section called “Do it yourself” in your site so that users can solve their own problems without the help from the help desk.
This will let users at least try to solve the problem before resorting to the help desk guys. This certainly reduces the recurrence of “easier” problems to be opened.
# 3. Follow the service priorities. Follow the calls by priority. Solve incidents by the urgency and established need.
Obviously what has a higher priority is more urgent, and if not resolved quickly enough, it could turn an incident into a bomb ready to explode.
The faster you close the high priority and emergency tickets, the users will be more and more satisfied.
# 4. Keep a cycle of gradual improvements. What can´t be measured can´t be improved.
So start by creating metrics to evaluate the performance of help desk staff.
You need to create metrics that measure and thereby improve customer service for the problems efficiency of service and does happen, then the incdents start to fall and return to control.
Milldesk is sure that with these four points, the efficiency of your service desk will increase, unnecessary problems and certainly the number of incidents that clog the help desk will be eliminated.