5 Steps to
Helpdesk Magic in 2019
As technology grows in adoption and complexity, so do the expectations and pressures placed upon your IT helpdesk. From WiFi outages and software upgrades to hardware complications and cybersecurity concerns, help desk technicians are constantly bombarded by requests. At the same time, senior executives are demanding increased operational efficiency and productivity.
Here are ﬁve steps to transform your helpdesk from a source of frustration to your organization’s most valuable asset.
1. Track the Right Metrics
Set your goals and identify corresponding metrics
to monitor performance. Metrics you can track:
• Number of Tickets Completed • Time Spent • Time to Cost
• User Satisfaction • First-level Resolution Rate
• Cost per Ticket • SLA Compliance Rate • Lost Business
PRO TIP: Tracking too few metrics means less insight, but tracking too many metrics is cumbersome. Choose your top three and focus on those.
2. Incentivize Your Team
Motivating your team will help your helpdesk exceed its objectives. 88% of employees say it’s important for employers to reward employees for great work, but only 41% of employee say employers effectively reward great work. Three easy steps to incentivizing your team:
• Set Benchmarks • Set Goals
• Reward Top Performers
3. Invest in the Right Tools
Better tools = a happier, more productive helpdesk team. Businesses that use remote support and knowledge management tools have higher average ﬁrst-contact and ﬁrst-level resolution rates than those that don’t. Invest in a helpdesk solution that offers:
• A Knowledge-Base • Time Tracking
• Project Management
4. Create a Positive Team Culture
Employee dissatisfaction leads to turnover and absenteeism — which negatively impacts helpdesk outcomes.
51% of Service Desk Employees who Leave are Going to Other Companies 1 in 4 IT Pros Plan to Seek New Employment in 2019
Traits of a positive team culture:
• Supportive Leader • Healthy Work-Life Balance
• Employee Recognition
5. Hire the Right People
Effective communication is critical to a successful IT helpdesk, so be sure to hire people with the right technical skills and soft skills. 59% of employers say their organization lacks employees who have soft digital skills. Most in-demand soft skills:
• Customer-centricity • Passion for Learning