How to Run a Great Helpdesk

MICHAEL PROVIDES HIS TOP TIPS ON RUNNING A SUCCESSFUL HELPDESK.

When you have a range of products and services designed to keep your business running at its best, you need reassurance that, should things go wrong, you have access to a team who can respond promptly. Within The Virtual Forge we have a team of operators who are fully trained on all products and services developed by the company.

HOW TO RUN A GREAT HELPDESK

If you depend on technology to maximise the efficiency of your business, you’ll understand just how important it is to have an excellent support team at the end of the phone.

Michael, our Global Head of Helpdesk and Cloud Services, provides his top tips on running a helpdesk. Our team provide support & helpdesk services to ensure technology issues don’t stand in the way of your company’s profitability. We work to reduce worry and costly downtime by making your organisation run interruption free.

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When you have a range of products and services designed to keep your business running at its best, you need reassurance that, should things go wrong, you have access to a team who can respond promptly.

This is where your friendly support team can help.

At The Virtual Forge we have a team of operators who are fully trained on all products and services developed by the company.

So in order to help you, what makes a winning helpdesk?

1. QUICK RESPONSES!

The only thing more frustrating than finding a problem with your application is if no one responds when you highlight it! By using a ticketing system, your clients can notify you of the issue and be sent an immediate acknowledgement which lets them know their case is in hand. The same system will notify an available agent who can check the issue and respond straight back with any qualifying questions, or a resolution.

2. EDUCATE THE CLIENT

The best way to address incidents is prevent them coming your way in the first place. Often clients will raise issues to you which turn out to be no issue at all, and is something they can address themselves. By ensuring your clients are fully trained and conversant with the system in the first place, you might avoid countless questions coming through to the helpdesk.

You could also consider creating FAQ documents which are available for the client’s convenience if you find the same query coming through again and again.

3. KNOW THE PRODUCT

As a software development company we have many different customers who have a variety of products and demands. It’s therefore essential that helpdesk operators are well versed on the nuances of all products and services.

Staff should have ready access to relevant admin credentials to be able to locate the client and isolate the problem. Staff training should take place regularly ensuring that clients get the right answer first time.

4. KNOW YOUR BACK UP

The helpdesk operator is often the first in line to the customer. You’ll be expected to respond promptly and with authority, but with multiple complex solutions to support it’s impossible to know every detail, so it’s key to know who is responsible for each part of the solution.

Developers, testers and project managers are a great source of knowledge so make sure you have a tight team and have regular stand ups (agile terminology) to make sure you’re up to speed.

5. LOVE YOUR CUSTOMER

If you don’t love your customer, then don’t work for the helpdesk. Good customer relations and a genuine desire for pleasing the client is the best asset to the helpdesk. If your customers know you care, they’ll be far more forgiving when things go wrong.

Be genuine, be empathetic and be honest. If you’re not, they’ll leave for someone who is!

SO THAT’S IT, SOME VERY SIMPLE GOLDEN RULES TO MAINTAINING A SUCCESSFUL HELPDESK:

• Quick responses!
• Educate the client
• Know the product
• Know your back up
• Love your customer

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