• Share
  • Email
  • Embed
  • Like
  • Save
  • Private Content
5 Geek Tips for Choosing the Right Help Desk Solution
 

5 Geek Tips for Choosing the Right Help Desk Solution

on

  • 583 views

Organizations of every size find themselves looking for the right help desk solution to meet their IT and end-user requirements. ...

Organizations of every size find themselves looking for the right help desk solution to meet their IT and end-user requirements.
Some have not implemented any solution yet. Some are NOT satisfied with their current solution and are in search of a better one.

Whichever of these categories you belong to, you will certainly find it demanding to make a choice given the plethora of help desk tools and software storming the market.

So, where do you start and how do you go about it? Let us share with you 5 geek tips to help you find the right help desk software

Statistics

Views

Total Views
583
Views on SlideShare
583
Embed Views
0

Actions

Likes
0
Downloads
0
Comments
0

0 Embeds 0

No embeds

Accessibility

Categories

Upload Details

Uploaded via as Microsoft PowerPoint

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Processing…
Post Comment
Edit your comment

    5 Geek Tips for Choosing the Right Help Desk Solution 5 Geek Tips for Choosing the Right Help Desk Solution Presentation Transcript

    • 5 Geek Tips for Choosing the Right Help Desk Solution Simplicity, Automation & Affordability..!!!© 2013, SolarWinds Worldwide, LLC. All rights reserved. 1
    • Agenda » Face It – You do have a Help Desk Selection Challenge » Here are 5 Geek Tips: 1. Simplify & Automate as Much as Possible 2. Look for Software with an Easy-to-Use Web Interface 3. Accommodate Old-School Email Service Requests 4. Save Your End-Users From Themselves 5. Reporting is Your Friend » Learn How SolarWinds Web Help Desk Can Help!5 GEEK TIPS FOR CHOOSING THE RIGHT HELP DESK SOLUTION 2
    • Face It – You do have a Help Desk SelectionChallenge » Organizations of every size find themselves looking for the right help desk solution to meet their IT and end-user requirements.  Some have not implemented any solution yet  Some are NOT satisfied with their current solution and are in search of a better one. » Whichever of these categories you belong to, you will certainly find it demanding to make a choice given the plethora of help desk tools and software storming the market. » So, where do you start and how do you go about it? » Let us give you some geek tips to help you find the right help desk software5 GEEK TIPS FOR CHOOSING THE RIGHT HELP DESK SOLUTION 3
    • Simplify & Automate as Much as Possible 1» At the end of the day, it’s all about resolution of help desk tickets for an IT technician.» The more you simplify the ticketing and management process, the more time you gain for troubleshooting and problem resolution. Look for a solution that makes ticket creation, assignment, escalation and management simple, and doesn’t require much manual effort.» Both the technicians and the end-users should feel comfortable using the help desk.» You need more options for creating tickets – quick tickets for common IT tasks, special assignment, and priority based on specific request conditions, running multi-stage tasks, etc.5 GEEK TIPS FOR CHOOSING THE RIGHT HELP DESK SOLUTION 4
    • Look for Software with an Easy-to-Use 2Web Interface» For overall familiarity and less ramp-up time, Web-based help desk software is the best bet.» The centralized Web interface gives the help desk support staff get more control, and it makes the team’s jobs easier by being able to log into just a single console to execute administrative tasks.» A Web interface also makes a better end-user experience.» With customizable ticket forms and dynamic ticket creation templates, it becomes easier to  create a ticket  define priority and SLAs Easy-to-use & Intuitive Web  communicate with the assigned technician Interface  all from a single interface.5 GEEK TIPS FOR CHOOSING THE RIGHT HELP DESK SOLUTION 5
    • Accommodate Old-School Email 3Service Requests» Though it’s best to have an easy, consolidated Web interface for ticket creation  Your help desk software should still be able to receive users’ IT requests via email and convert them into a service desk ticket dynamically.» So, look for a Web-based solution that also  converts in-bound emails into help desk tickets  and allows you to send outbound emails to end-users and other support staff for status tracking and communication5 GEEK TIPS FOR CHOOSING THE RIGHT HELP DESK SOLUTION 6
    • Save Your End-Users From Themselves 4» A built-in knowledge base (KB) is incredibly useful for providing self- service options to the user who’s logging a ticket.» Your help desk software should provide FAQs and tech tips at the time of ticket creation to help them with self-resolution on simple and common issues.» KB content is also invaluable for help desk analysts when referring to frequently faced problems and who need detailed but quick resolution tips on-the-fly. Help Desk Analysts FAQs Knowledge Tech Tips Base Resolution Tips Clients / End-Users5 GEEK TIPS FOR CHOOSING THE RIGHT HELP DESK SOLUTION 7
    • Reporting is Your Friend 5» If you are in charge of your organization’s IT help desk, you need to be able to know  how many tickets your technicians are handling  how quickly they are being resolved  how satisfied your end-customers are  what common issues need more attention  which problems often recur or cause additional issues, etc.» By measuring the performance of the help desk staff’s performance with reports and ticket resolution statistics, you’ll be able to  identify strengths and weaknesses  recognize patterns in help desk service issues  carve out plans for process improvements  improve your help desk’s service quality  and better manage your help desk team overall.5 GEEK TIPS FOR CHOOSING THE RIGHT HELP DESK SOLUTION 8
    • Quick Checklist» Here’s a quick checklist to help you make your decision on the right help desk software.» Look for: 1. Easy-to-use help desk software with ticketing automation to reduce manual efforts and simplify ticketing management 2. Simple and intuitive Web help desk interface for both technicians and end- users 3. Automatic conversion of email service requests to help desk tickets 4. Built-in Knowledge Base to provide self-resolution options to your users 5. Robust performance reporting to monitor technician performance and overall help desk management» And remember to try before you buy. Evaluation will prove worthy for making the right choice.5 GEEK TIPS FOR CHOOSING THE RIGHT HELP DESK SOLUTION 9
    • Learn How SolarWinds Web Help Desk Can Help..!!5 GEEK TIPS FOR CHOOSING THE RIGHT HELP DESK SOLUTION 10
    • Simple & Easy-to-use Help Desk Software» SolarWinds Web Help Desk offers affordable yet powerful IT help desk ticketing software with simplicity and automation to help you quickly resolve problems, escalate issues, and isolate root causes.» With built-in reporting tools to customize, schedule, export, and email reports, Web Help Desk gives you complete control of your ticketing process.5 GEEK TIPS FOR CHOOSING THE RIGHT HELP DESK SOLUTION 11
    • How Web Help Desk Helps You…» Email-to-Ticket Automation – Emails and file attachments sent to your help desk email inbox will be automatically converted into a ticket.» Ticket Action Rules – Automatically assign a ticket at any stage in its life to the individual IT tech or group with easy-to-configure cascading rules using granular or general criteria as defined by your needs.» Asset Management – Manage client assignments, build parent/child relationships between assets, and integrate with your favorite asset discovery software for instant accessibility within your help desk application.» Built-in Knowledge Base – External knowledge bases empower your users to easily find important information for self-resolution, while internal knowledge bases conveniently centralize FAQs and tech tips.» Built-In Performance Reporting – Get direct insight into technician performance, areas for improvement in customer service, real-time billing data, and bottleneck problems.5 GEEK TIPS FOR CHOOSING THE RIGHT HELP DESK SOLUTION 12
    • Web Help Desk Ticketing Dashboard» SolarWinds Web Help Desk’s intuitive interface and graphical reporting dashboards increase the visibility of real-time business operations for faster, more informed decisions that improve help desk performance and efficiency 5 GEEK TIPS FOR CHOOSING THE RIGHT HELP DESK SOLUTION 13
    • Web Help Desk Ticket Details» SolarWinds Web Help Desk (WHD) allows quick and easy capture of service ticket information. WHD offers a rich set of flexible and customizable input fields for capturing ticket creation and assignment details, customer information, associated asset details, and parts and billing information. 5 GEEK TIPS FOR CHOOSING THE RIGHT HELP DESK SOLUTION 14
    • Web Help Desk Client Login» SolarWinds Web Help Desk dynamically displays relevant knowledge base articles and FAQs when clients enter their service request into the Web portal. This promotes self-resolution of common IT tickets and service requests by the clients. 5 GEEK TIPS FOR CHOOSING THE RIGHT HELP DESK SOLUTION 15
    • Web Help Desk Change Management & Approval Workflow» SolarWinds Web Help Desk associates IT service request types with Approval/Change processes. Clients see a notification when creating a ticket if approval is required. Approvers receive an email notifying them of the pending request. Approvers can approve or deny directly from email or via the Web interface.. 5 GEEK TIPS FOR CHOOSING THE RIGHT HELP DESK SOLUTION 16
    • Web Help Desk Free 30-day FREE TRIAL5 GEEK TIPS FOR CHOOSING THE RIGHT HELP DESK SOLUTION 17
    • Thank You!18