IT Governance

4 More Foolproof IT Service Desk Tips

The quest for a stellar IT service desk continues. Fundamentals take time to master, particularly because even fundamentals have many nuances to learn. In a post at his blog, Joe the IT Guy shares four more tips for an IT service desk that sparkles:

  1. Check your customer’s previously logged incidents.
  2. Take advantage of remote support and chat capabilities.
  3. Escalate if needed.
  4. Take ownership and keep it.

Shining Service

A customer’s incident is not a 911 call, where you must respond immediately with the modicum of information he or she provides you. Instead, when customers report incidents, review their incident history to see if an incident is recurring or part of a family of related issues. If so, problem management may be necessary to stomp out these issues for good. Alternatively, maybe you will discover the customer is a tech moron who keeps breaking things—which may require a different type of response.

In order to cater to customer needs faster, make use of remote support options and chat. With remote support, you can, for instance, install new software straight onto a person’s computer without having to send someone to hunt down the person’s desk. And chat messages are a good way to start addressing customers’ problems right away without putting them “on hold.”

In hospitals, too much triage of people’s health issues occurs, and doctors feel the pressure to pump as many patients through the door in a day as they can. Such desperation is unnecessary for the service desk. If you are not convinced you have completely solved a potentially complicated issue, then escalate it.

Finally, about taking ownership, Joe says this:

If you have undertaken ITIL training, cast your mind back to ITIL Foundation. Remember RACI charts where the accountable, responsible, consulted, and informed concepts were explained? Well, this is a real-life example of accountability. Whatever happens, no matter how long the incident is open for, or which support team it lands with, the service desk will always retain ownership of the incident because they’re the point of contact between the customer and the rest of IT.

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