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Top 3 Help Desk Challenges & What You Can Do About Them
Top 3 Help Desk Challenges & What You Can Do About Them
Top 3 Help Desk Challenges & What You Can Do About Them
Top 3 Help Desk Challenges & What You Can Do About Them
Top 3 Help Desk Challenges & What You Can Do About Them
Top 3 Help Desk Challenges & What You Can Do About Them
Top 3 Help Desk Challenges & What You Can Do About Them
Top 3 Help Desk Challenges & What You Can Do About Them
Top 3 Help Desk Challenges & What You Can Do About Them
Top 3 Help Desk Challenges & What You Can Do About Them
Top 3 Help Desk Challenges & What You Can Do About Them
Top 3 Help Desk Challenges & What You Can Do About Them
Top 3 Help Desk Challenges & What You Can Do About Them
Top 3 Help Desk Challenges & What You Can Do About Them
Top 3 Help Desk Challenges & What You Can Do About Them
Top 3 Help Desk Challenges & What You Can Do About Them
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Top 3 Help Desk Challenges & What You Can Do About Them

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Learn more about the Top 3 Help Desk Challenges and how you can best tackle them. …

Learn more about the Top 3 Help Desk Challenges and how you can best tackle them.

-- Difficulty of Handling Growing Ticket Volume
-- Complexity of Managing the Ticketing Process
-- Lack of Proper Reporting & Metrics

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  • 1. Top 3 Help Desk Challenges & What You Can Do About Them Help Desk Ticketing Made Easy…!!© 2013, SolarWinds Worldwide, LLC. All rights reserved. 1
  • 2. Agenda » Why Does Help Desk Implementation Fail? » Top 3 Help Desk Challenges 1. Difficulty of Handling Growing Ticket Volume 2. Complexity of Managing the Ticketing Process 3. Lack of Proper Reporting & Metrics » Help Desk Software Doesn’t Have to be Complicated » Learn How SolarWinds Web Help Desk Can Help!TOP 3 HELP DESK CHALLENGES & WHAT YOU CAN DO ABOUT THEM 2
  • 3. Why Does Help Desk Implementation Fail? » In today’s customer service-oriented world, smooth-running IT help desks are more a necessity than choice » Many organizations blindly adopt help desk technologies without  Identifying their business requirements  Determining whether the sought-after solution meets those requirements » The Consequence: Many help desk implementations fail to deliver the expected results—with management of the ticketing process emerging as the primary pitfall.TOP 3 HELP DESK CHALLENGES & WHAT YOU CAN DO ABOUT THEM 3
  • 4. Help Desk Challenge #1 1 Difficulty of Handling Growing Ticket Volume» Most help desk solutions tend to fail to scale with growing number of IT tickets» Coupled with challenges like end-to-end activity tracking and workflow management, help desk tickets become exponentially more cumbersome.» Without appropriate support from your help desk software, it becomes extremely difficult to manage customer requests, help desk actions, and ticket resolutions.» The growing volume of tickets you face can easily inhibit your ability to track:  Dependencies between tickets  Prioritization and assignment of tickets based on staff availability and ticket severity  Service activity on a ticket from creation to closure  Response time and effectiveness of ticket handling  Communication between the end-user and the technicianTOP 3 HELP DESK CHALLENGES & WHAT YOU CAN DO ABOUT THEM 4
  • 5. Help Desk Challenge #2 2 Complexity of Managing the Ticketing Process» Many help desk solutions are NOT simple to work with because of which many users continue to email help desk staff directly» Ideally, help desk staff should spend less time managing the ticketing software and more time troubleshooting and resolving problems.» Customization and automation can offer:  Flexible, dynamic business rules for automated routing and ticket updates  Dynamic assignment of tickets to a specific tech or group of techs based on skill set, location, department, availability, work load, etc.  Automatic conversion of service request emails into trouble tickets (including file attachments)  Customizable ticket submission forms to make it easier for the end-userTOP 3 HELP DESK CHALLENGES & WHAT YOU CAN DO ABOUT THEM 5
  • 6. Help Desk Challenge #3 3 Lack of Proper Reporting & Metrics» Many IT help desk solutions also lack the necessary reporting capabilities that provide key indicators and metrics for measuring help desk performance.» Proper reporting gives you visibility into:  Fulfillment of help desk requests  Timeliness of service resolution  Performance of help desk technicians  End-user feedback to analyze bottlenecks and reasons for customer dissatisfaction» Your management team needs built-in comprehensive reporting to be able to  Quickly identify where end-users need additional assistance  Easily determine the primary causes of recurring tickets  Server as input for quick decision-making.TOP 3 HELP DESK CHALLENGES & WHAT YOU CAN DO ABOUT THEM 6
  • 7. Help Desk Software Doesn’t Have to beComplicated» Successful help desk implementation is about understanding how your end-users are using the IT help desk so you can simplify and expedite ticket resolution for them.» Help desk implementation can be easy as long as  You have done the research to choose the right solution for your organization  You know how to customize it to meet your specific business requirementsTOP 3 HELP DESK CHALLENGES & WHAT YOU CAN DO ABOUT THEM 7
  • 8. Learn How SolarWinds Web Help Desk Can Help..!!TOP 3 HELP DESK CHALLENGES & WHAT YOU CAN DO ABOUT THEM 8
  • 9. 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.TOP 3 HELP DESK CHALLENGES & WHAT YOU CAN DO ABOUT THEM 9
  • 10. 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.TOP 3 HELP DESK CHALLENGES & WHAT YOU CAN DO ABOUT THEM 10
  • 11. Web Help Desk Ticketing DashboardTOP 3 HELP DESK CHALLENGES & WHAT YOU CAN DO ABOUT THEM 11
  • 12. Web Help Desk Ticket DetailsTOP 3 HELP DESK CHALLENGES & WHAT YOU CAN DO ABOUT THEM 12
  • 13. Web Help Desk Client LoginTOP 3 HELP DESK CHALLENGES & WHAT YOU CAN DO ABOUT THEM 13
  • 14. Web Help Desk Change Management & Approval WorkflowTOP 3 HELP DESK CHALLENGES & WHAT YOU CAN DO ABOUT THEM 14
  • 15. Web Help Desk Free 30-day FREE TRIALTOP 3 HELP DESK CHALLENGES & WHAT YOU CAN DO ABOUT THEM 15
  • 16. Thank You!Easy Help Desk Software & Simplified Ticketing = Happy Help Desk Staff & Happy Customers 16

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