7 Habits of Highly                                                              Successful Help Desks        IT Help Desk ...
Agenda » Your Help Desk Needs Help! Do you Know that? » 7 Habits of Highly Successful Help Desks        1.      Plan Ahead...
Your Help Desk Needs Help! Do you Know that?                                           You have IT technicians   Is this e...
7 Habits of Highly                                               Successful Help Desks7 HABITS OF HIGHLY SUCCESSFUL HELP D...
Plan Ahead & Institute a Structured                                                                              1 Workflo...
Know Your IT Environment                                                    2 »      You need to know your IT environment,...
Simplify & Automate Your Help Desk Tasks                               3 » So many help desk activities are done manually ...
Communicate with Your End-Users                                             4 »      Your customers NEED TO KNOW the statu...
Help Your Customers Help Themselves                                             5 » There are many issues your customers c...
Monitor the Performance of                                                                6 Your Support Staff » You shoul...
Survey Your Customers                                              7 » Do you know how satisfied your end-users are? At th...
The Right Way, The Efficient Way» Running a help desk can be a cinch when you do things the  right way— the efficient way ...
Learn How SolarWinds                                           Web Help Desk Can Help..!!7 HABITS OF HIGHLY SUCCESSFUL HEL...
Simple & Easy-to-use Help Desk Software»     SolarWinds Web Help Desk offers affordable yet powerful IT help desk      tic...
How Web Help Desk Helps You…»     Email-to-Ticket Automation – Emails and file attachments sent to your      help desk ema...
Web Help Desk Ticketing Dashboard7 HABITS OF HIGHLY SUCCESSFUL HELP DESKS                                           16
Web Help Desk Ticket Details7 HABITS OF HIGHLY SUCCESSFUL HELP DESKS                                           17
Web Help Desk Client Login7 HABITS OF HIGHLY SUCCESSFUL HELP DESKS                                           18
Web Help Desk Change Management & Approval Workflow7 HABITS OF HIGHLY SUCCESSFUL HELP DESKS                               ...
Web Help Desk Free 30-day FREE TRIAL7 HABITS OF HIGHLY SUCCESSFUL HELP DESKS                                           20
Thank You!Easy Help Desk Software & Simplified Ticketing =   Happy Help Desk Staff & Happy Customers                      ...
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7 Habits of Highly Successful Help Desks

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learn More about the 7 Habits of Highly Successful Help Desks
-- Plan Ahead & Institute a Structured Workflow
-- Know Your IT Environment
-- Simplify & Automate Your Help Desk Tasks
-- Communicate with Your End-Users
-- Help Your Customers Help Themselves
-- Monitor the Performance of Your Support Staff
-- Survey Your Customers

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7 Habits of Highly Successful Help Desks

  1. 1. 7 Habits of Highly Successful Help Desks IT Help Desk Simplified…!!© 2013, SolarWinds Worldwide, LLC. All rights reserved. 1
  2. 2. Agenda » Your Help Desk Needs Help! Do you Know that? » 7 Habits of Highly Successful Help Desks 1. Plan Ahead & Institute a Structured Workflow 2. Know Your IT Environment 3. Simplify & Automate Your Help Desk Tasks 4. Communicate with Your End-Users 5. Help Your Customers Help Themselves 6. Monitor the Performance of Your Support Staff 7. Survey Your Customers » The Right Way, The Efficient Way » Learn How SolarWinds Web Help Desk Can Help!7 HABITS OF HIGHLY SUCCESSFUL HELP DESKS 2
  3. 3. Your Help Desk Needs Help! Do you Know that? You have IT technicians Is this enough for good You run a Help Desk Resolving Tickets help desk service? Tickets are Growing Types & Complexities of Are you prepared to in Number tickets are increasing meet these challenges? Consistently Meet Improving Customer How will you Customer SLA Service accomplish this? » What you need is NOT more help desk staff, but rather some wise counsel to help you plan, optimize, and execute your help desk services smartly and effectively. » Let’s take a look at some best practices…7 HABITS OF HIGHLY SUCCESSFUL HELP DESKS 3
  4. 4. 7 Habits of Highly Successful Help Desks7 HABITS OF HIGHLY SUCCESSFUL HELP DESKS 4
  5. 5. Plan Ahead & Institute a Structured 1 Workflow » This is the most fundamental step for the success of any help desk implementation. » You need to know the ins and outs of your help desk strategy. So, start by planning a structured workflow of:  How you intend to assign a technician to a ticket  How the ticket is going to be escalated  How the communication with the end-user is going to be established  How the ticket approval process is going to be » You need to define reasonable service level agreements, appropriate support levels, and good business logic for ticket routing and assignment.7 HABITS OF HIGHLY SUCCESSFUL HELP DESKS 5
  6. 6. Know Your IT Environment 2 » You need to know your IT environment, your end-users and their designated assets, because they are the source of your IT tickets. » You need to have quick access to details of user accounts, as well as your enterprise hardware and software equipment. » Start by:  Integrating your help desk solution with your corporate Active Directory®  Importing all your assets and IT inventory into your help desk software7 HABITS OF HIGHLY SUCCESSFUL HELP DESKS 6
  7. 7. Simplify & Automate Your Help Desk Tasks 3 » So many help desk activities are done manually by support staff.  This costs time, effort, and leaves room for human error. » Employ automation techniques for:  Simplifying ticket creation  Ticket assignment, routing, and escalation  Performing specific ticketing actions for predefined event conditions  Alerting and notification on closing or breached SLAs7 HABITS OF HIGHLY SUCCESSFUL HELP DESKS 7
  8. 8. Communicate with Your End-Users 4 » Your customers NEED TO KNOW the status and progress of their help desk ticket at any given point. » Prompt communication contributes to improved customer satisfaction and involves keeping your customer updated on:  Initial ticket acknowledgement  Technician assignment  Expected turnaround (based on SLAs)  Course of resolution or remediation steps  Escalation and approvals  Notification or query back to the customer  Ticket resolution and closure » Your help desk software could serve as an effective medium of easy information exchange between the support staff and the end-user.7 HABITS OF HIGHLY SUCCESSFUL HELP DESKS 8
  9. 9. Help Your Customers Help Themselves 5 » There are many issues your customers can resolve themselves when provided with the right self-service resources.  Build an easily searchable knowledge base to provide both your customers and technicians quick resolutions to frequently encountered problems.  You can provide FAQs and technical tips to address specific issues, and also tag them to align with specific ticket fields that point the user to the associated KB article when those fields are populated by the user.7 HABITS OF HIGHLY SUCCESSFUL HELP DESKS 9
  10. 10. Monitor the Performance of 6 Your Support Staff » You should consider monitoring and analyzing the performance of your help desk technicians over time. » This will help you measure the team’s service levels and workload management, and isolate critical issues requiring more support resources. » Scheduled, ongoing performance reports will help to provide additional insight.7 HABITS OF HIGHLY SUCCESSFUL HELP DESKS 10
  11. 11. Survey Your Customers 7 » Do you know how satisfied your end-users are? At the end of the day, it’s customer satisfaction that defines the success of your help desk service. » Surveying your customers on a regular basis will help you get  Better understanding of your technician’s performance  Potential bottlenecks in workflow  Root causes of repeating issues7 HABITS OF HIGHLY SUCCESSFUL HELP DESKS 11
  12. 12. The Right Way, The Efficient Way» Running a help desk can be a cinch when you do things the right way— the efficient way —using the right tools to simplify your complex ticketing tasks.» This will buy you back some much-needed time and make you look like an IT superstar in front of your happy customers (not to mention your boss).7 HABITS OF HIGHLY SUCCESSFUL HELP DESKS 12
  13. 13. Learn How SolarWinds Web Help Desk Can Help..!!7 HABITS OF HIGHLY SUCCESSFUL HELP DESKS 13
  14. 14. 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.7 HABITS OF HIGHLY SUCCESSFUL HELP DESKS 14
  15. 15. 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.7 HABITS OF HIGHLY SUCCESSFUL HELP DESKS 15
  16. 16. Web Help Desk Ticketing Dashboard7 HABITS OF HIGHLY SUCCESSFUL HELP DESKS 16
  17. 17. Web Help Desk Ticket Details7 HABITS OF HIGHLY SUCCESSFUL HELP DESKS 17
  18. 18. Web Help Desk Client Login7 HABITS OF HIGHLY SUCCESSFUL HELP DESKS 18
  19. 19. Web Help Desk Change Management & Approval Workflow7 HABITS OF HIGHLY SUCCESSFUL HELP DESKS 19
  20. 20. Web Help Desk Free 30-day FREE TRIAL7 HABITS OF HIGHLY SUCCESSFUL HELP DESKS 20
  21. 21. Thank You!Easy Help Desk Software & Simplified Ticketing = Happy Help Desk Staff & Happy Customers 21

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