Organizing a IT help desk is crucial to boost efficiency.
Bringing your Help Desk into a solid shape will not only help you manage it easily but also elevate the profit by making it more desirable.
For growing companies, improving the customer experience (55% of respondents) and increasing operational efficiency (53% of respondents) are the top initiatives driving IT investments.
And organizing a help desk with proper compartments aligned with the right resources will directly impact operational efficiency.
Eventually, this pumped-up efficiency will, without a doubt, help you crank up your entire organization’s ROI.
Here are the four consecutive steps to etch on your memory board while stepping up to organizing the IT help desk.
- Your front line (the employees who first come into contact with a customer),
- Second and third levels of support (if you are going to have such levels),
- Staffing levels,
- And how to estimate workload.
Flex your muscles to dive deep into the steps that are going to give your help desk the new organized kind of embellishment it always needed.
The team of personnel that initially interact with a consumer is known as the front line. When a support call comes to a help desk, this is often the person (or group of individuals) who answers the phone.
However, if you’re Help Desk is set up so that help requests are entered into a database, your front line might be the individuals who see a post in the database first.
No matter how a call or support issue reaches the IT help desk, the front line will be organized as either a Dispatch or a Resolve front line.
If your front line is a dispatch front line, your personnel are normally in charge of picking up the phone (or looking up a list of issues in a database), promptly dispatching that issue to the proper person who can resolve the customer’s issue, and then following up with that person.
Instead, if your front line is configured as a Remedy front line, the employee who initially interacts with the consumer will also make an effort to resolve the problem.
It should be noted, though, that if a Resolve front-line representative is unable to help, they may forward the call to another party.
2. Second and Third Levels of Support
When clients need more assistance than the front line can handle, a help desk will use the second level of support.
To get a sense of both views within your IT help desk, your organization may allow second-line personnel to alternate between front-line help and second-line support.
In addition to offering problem-solving services, a second line may also offer more complex services like software testing, software installation, marketing campaigns, the upkeep of FAQ lists, and work on enhancing the effectiveness of your Help Desk’s operations.
Higher degrees of support (third and above) are typically different corporate departments or external individuals who are best suited to address a problem.
3. Staffing Levels
Determining how many personnel you need at each level of support, especially on your front line, will be one of your top priorities in the early stages of setting up a help desk.
You could be tempted to use the same staffing numbers as a IT help desk you are accustomed to, for example.
If they can complete all the jobs with just five individuals, you might conclude that you also require five employees. This may be a serious error.
You must ask yourself the following questions:
- Do these five persons execute the identical tasks that my staff do?
- Do they share the same type of customer?
- Do they receive the same number of calls that my Help Desk does?
- Do they provide the same support coverage hours?
When choosing the workforce level that is ideal for your particular needs, all of these questions should be considered.
You need to make sure that your personnel is knowledgeable enough to provide the services you promote. Although it is evident, some IT help desk strategies occasionally fail to take this into account.
Similar to this, your team must be capable of achieving the goals you have set for your business.
The Customer Profile you created as part of your planning process must be consulted lastly and foremost. The needs of your clients should be your top priority, and your staffing size should reflect those needs.
4. Estimating Workload
If you are already tracking this success, determining your staffing needs is a solid starting point. You should re-evaluate your workload estimations if your performance is being hampered by a lack of resources or reaction time.
The best signs of the right personnel levels, if your help desk is currently operational, come from measuring your success in terms of your goals and mission statement.
You might utilize a forecasting tool to choose the right levels of support for your IT help desk if you haven’t started operations yet. One such package might include of measurements, mathematical formulas, and recommendations from outside specialists.
When estimating this incoming volume, be sure to account for any shifts that are clearly specified (e.g., time of day).
Next, divide the amount by the number of issues your Help Desk is expected to resolve in a specific amount of time using the entire projected volume (perhaps an hour).
Depending on the formulae you used, this should provide you with your estimated personnel requirements per hour or per day.
Due to the possibility of busy seasons of the year or busy months, you might also wish to take seasonal or transitory problems into consideration.
The subject of staffing is intricate!
When your Help Desk first begins operations, it may not have exactly the right quantity of personnel, but you must be open to making some tailor-made adjustments customized to meet your customers’ needs and expectations.
Pro Tips to tackle the resignations: Help desk analysts typically have a high turnover rate. Many employees depart because they feel their jobs to be stressful. Once your Help Desk has been running for a while, you should determine the typical tenure of an analyst. Use that number to gauge when you should begin another round of hiring when you bring on another analyst. Be proactive in the process; do not hold off on hiring until you are severely understaffed.
Now That We Have Reached the End,
Organizing a help desk is as important as running one.
Compartmentalizing your help desk will help you avoid unnecessary tangling between departments and employees.
According to the number provided, by 2023, the helpdesk market share is likely to reach $ 11 billion. That’s surely a whopping number.
So, you will never regret investing your time, energy, and resources in organizing the help desk before your help desk loses its essence.
Try organizing your help desk by building a strong basement using the crucial steps mentioned above.
And trust us when we say you will witness your help desk standing through the tempests without much of the rustling of leaves.