Help Desk Software

How to choose the right IT Help Desk software for your company.

24 de May de 2012 in Blog, How to

Choosing the right IT help desk software for your company is a very important decision. Choosing the wrong solution can bring additional problems for you, your employees, frustrated customers and even lose potential sales. It´s important to ensure that whatever solution you choose, it meets your present and future needs.

The basic features you need to look at any help desk solution are: identification and follow-up of the problem, knowledge base, and  communication.

Within the characteristic of “identification and follow-up,” you need to include: the type of information you want to keep within the system about the client with the problem, how do you identify the problem within the help desk system, how you show the different stages of the solution the problem and how you manage the resolution.

Ideally the help desk software allows you to present the information in a way that makes it easier to locate client related issues. It´s important that you can find and open unresolved issues, resolved issues, and be able to see the opening time of an incident of a specific client, and to follow up the information.

The tickets (incidents) of your help desk will probably be stored in specific categories. If your product requires a login and password to use, then you will probably create a category called “Forgot login,” and another called “Forgot password” to accompany these tickets.

Customers’ problems do not remain at the same stage from start to finish. You need a way to identify the stages of the tickets for different issues. Some examples might be “Pending”, “Waiting for Customer Response”, “Resolved” or “Closed.”

An important aspect of problem solving is the ability to get you into your current knowledge base for answers to frequently asked questions by customers, or similar solutions already resolved. Instead of wasting time solving an issue that someone has already solved in your company, you must be able to smartly search for opened and closed tickets in your help desk to find solutions and apply them to your current ticket.

The help desk software should contain a built-in communication tool. With the possibility of using sophisticated tools such as integration with calls via Smartphone or video conferencing, even something as simple as turning the information contained in the help desk e-mail marketing with just one click.

Stay away from help desk solutions that you need to copy information from a ticket and paste into a separate email. Integration with e-mail should be a basic function for any decent software help desk.

A good help desk software must also provide a way to allow one or more professional support team technician to help in finding a solution. There must be some ways for a person to document information on a ticket, and pass the ticket to another person who can help find a better solution.

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What is Incident Management?

08 de May de 2012 in Blog, How to

An incident is a disruption of a normal technology service that affects the user and the business. The goal of Incident Management is to restore IT services to the normal state as quickly as possible with the solutions necessary to ensure that the incident will not affect business.

The incident is an event that is not part of the normal pattern of operation, is an event you do not want to happen but it happens eventually. In a nutshell, the Incident Management is a process of managing disruptions in critical IT services and restore them as quickly as possible.

I imagine this explanation makes you believe that the incident management process will be a super laborious and complicated, however, the Incident Management tells you how to implement a Help Desk that understands and works to meet business priorities.

The Incident Management shows the need of a process for restoring service. The function of a Service Desk is the glue that binds the support service modules with a Single Point of Contact with the user and ensures that IT services remain focused on the business.

Check now the basic information that an Incident Management should include:

  • Record basic details of the user.
  • The user is reporting an outage or requesting further services.
  • If the client is asking for new services, open a new Service Request:
    • Train your Helpdesk Analysts to return to the user who asked for a new service.
    • Train the Helpdesk to record the details of the request with urgency and priority.
    • Train the helpdesk staff to look for the terms of settlement.
    • Train staff to look for answers in the FAQs.
  • If the customer is reporting a service disruption:
    • Determine whether or not it is an incident with a basic diagnosis of the situation.
    • Check if you can help with a solution of the knowledge base.
    • Assign the incident to a Specialist Support Group.
    • Work closely with the Specialist Support Group to provide resolution to the user.
    • Close the incident with user confirmation.

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How do you manage your incident management?

The 5 pillars of success in the Help Desk.

29 de March de 2012 in Blog, How to, Productivity

You should ask yourself, what is needed to have a fantastic technical support department, right? The best technical support departments emphasize the focus on the following factors to ensure user satisfaction, reputation for excellent customer service, and agents motivated and available.

1st. People. The best support departments hire the right people . They hire staff with technical expertise and a friendly attitude with the customers. While technical knowledge can be provided for an agent with skill, it’s almost impossible to reprogram a negative attitude.

2nd. Practices. An efficient and effective support technician has fantastic and thoughtful ways to meet the customer’s needs. By following the best practices that the department stipulates, the team sets the standard for services and strategies needed to deliver a fantastic technical support.

3rd. Tools. The most efficient and effective technical support staff uses appropriate tools and technologies to meet customers’ needs on the help desk. The more focused the software and hardware used to meet the needs of support, more productive support team will be. A robust software package is valuable when used in its entirety. The purchased hardware to support the software is valuable when their features enable user productivity.

4th. Management. The best technical support managers are not necessarily the best technical people to handle customer calls. The best managers are those who can do “coaching” with the agents, providing feedback that helps them grow as professionals. Besides increasing the productivity of the help desk, the most successful managers of technical support teams are those able to represent and negotiate the issues raised by end users with the company’s board.

5th. Training. To be motivated and well prepared, the technical support  service agents must receive continuous training to stay current on technical issues and best practices on customer service. Best attendants get mad when they realize that they are not having learning opportunities to upgrade their skills as attendants. The training offered by the company can be in person or online, it does not matter, the important thing is to establish a procedure of training for attendants.

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