What Makes a Successful Help Desk? Survey Says....

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SolarWinds recently conducted a survey about help desks to which more than 180 help desk professionals responded.

We learned a great deal about the help desk challenges faced by various organizations.

Here are the facts!

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What Makes a Successful Help Desk? Survey Says....

  1. 1. 1© 2013, SolarWinds Worldwide, LLC. All rights reserved.What Makes aSuccessful Help Desk?SolarWinds’ Survey Says…Are you facing IT help desk challenges?Learn how SolarWinds can help…
  2. 2. 2IntroductionSolarWinds recentlyconducted a survey abouthelp desks to which morethan 180 help deskprofessionals responded.We learned a great dealabout the help deskchallenges faced by variousorganizations.Here are the facts!2013 HELP DESK SURVEY – BY SOLARWINDS» RespondentsWho did we survey?» ResultsWhat did they say?» SummaryWhat should you watch out for?» RecommendationWhat should you do?Agenda
  3. 3. 3Who Did We Survey?32013 HELP DESK SURVEY – BY SOLARWINDSRespondents180+ respondentsMore than 50% were from companies with 500+ employees
  4. 4. 4Tickets Processed Per Day4Org Size <500 Org Size >500Ticket Volume & Automation78% of the respondents said their organization (<500 employees) processes up to 50 help desk tickets a day.65% of the respondents said their organization (>500 employees) processes more than 50 help desk tickets a day.Automation becomes a key aspect to address ticket volumes.2013 HELP DESK SURVEY – BY SOLARWINDS
  5. 5. 5Major Help Desk Challenges5Top 3 Help Desk Challenges1. No proper communication, alerts, notifications2. Cumbersome ticket categorization & prioritization3. Lack of automated ticketing workflow & management2013 HELP DESK SURVEY – BY SOLARWINDS
  6. 6. 6Key Help Desk Functions6Top Help Desk Functions1. Knowledge base management2. Automated task management3. SLA tracking & management / Performance reporting & metrics2013 HELP DESK SURVEY – BY SOLARWINDS
  7. 7. 7Integration with Network Management Software72013 HELP DESK SURVEY – BY SOLARWINDSIntegration is the key!1. More than 82% of respondents feel it would be helpful to integrate network monitoringsoftware with their help desk software2. Help desk tickets can be triggered based on network node alerts/failures
  8. 8. 8Time Spent On Tickets8Where’s the Time Spent?1. More than 48% of the respondents spend more than 1 hour managing & tracking tickets2. More 75% spend more than 1 hour on troubleshooting & ticket resolution2013 HELP DESK SURVEY – BY SOLARWINDSManaging & Tracking Tickets Troubleshooting & Resolving Tickets
  9. 9. 9What Should You Watch Out For?9» Top Three Help Desk Challenges1. Lack of proper communication, escalations, alerts & notifications2. Cumbersome to categorize & prioritize service tickets3. Lack of ticketing automation» Top Help Desk Functions1. Knowledge base management2. Integration with network management systems3. Task management4. SLA tracking & management5. Metrics & performance reporting dashboardWhat’s The Bottom Line?Communication | Automation | Integration2013 HELP DESK SURVEY – BY SOLARWINDS
  10. 10. 10What Else Did We Learn?10Click HereInterested to see more of thissurvey? About 50% of respondents said their help desk software does not facilitate simpleworkflows or flexible processes Only 35% of respondents said their help desk software leverages built-in knowledgebase capabilities2013 HELP DESK SURVEY – BY SOLARWINDS
  11. 11. 11Some Recommendations…11» Analyze your business requirements to identify the right help desk solution» Learn key communication requirements that may simplify help desk ticketing» Understand how to automate management of everyday help desk tasks» Enable end-users to help themselves, saving you time and money» Explore integration with network management systems & other key helpdesk ticketing capabilities2013 HELP DESK SURVEY – BY SOLARWINDS
  12. 12. 12© 2013, SolarWinds Worldwide, LLC. All rights reserved.Thank you!

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