{"id":6621,"date":"2021-01-19T16:14:37","date_gmt":"2021-01-19T16:14:37","guid":{"rendered":"https:\/\/www.n-able.com\/?p=6621"},"modified":"2024-05-14T16:41:07","modified_gmt":"2024-05-14T15:41:07","slug":"empowering-it-help-desk-for-success","status":"publish","type":"post","link":"https:\/\/www.n-able.com\/fr\/blog\/empowering-it-help-desk-for-success","title":{"rendered":"How to Empower an IT Help Desk Team for Success"},"content":{"rendered":"

As more companies incorporate the benefits of remote work into their operations, they\u2019re also relying more heavily on help desk solutions to support geographically distributed teams. For managed services providers (MSPs), booming customer interest in remote service solutions likely means that investing in their service desk capabilities needs to be high on the list of priorities.<\/p>\n

The service desk is often the first point of contact for your customers when they have an issue, so it\u2019s critical your teams have the tools and training both to make a good impression and to resolve issues in a timely manner. The good news is that adopting service desk best practices can also help you manage your operational expenses more efficiently. Here are a few organizational strategies and best practices for\u00a0preparing your technicians<\/a>\u00a0to help you deliver superior service that keeps end users happy.<\/p>\n

Create an accessible customer portal<\/h2>\n

When your customers need help, they need a hassle-free way to request help.\u00a0Customer portal software<\/a>\u00a0provides a reliable and consistent point of access for end users, while also extending a number of useful benefits to MSPs. Many customer portals support integration with cloud-based IT ticketing systems, enabling MSPs to provide seamless technical services and manage their workflows more efficiently.<\/p>\n

Customer portals should also include a knowledge base or self-service option.\u00a0Studies and surveys<\/a>\u00a0have found the majority of customers (roughly 67%) prefer to use self-service options over speaking with a customer representative or technician. In many cases, end users are looking for a quick fix for issues they can easily resolve on their own, without the need to create additional service tickets. The advantages of this are two-fold: customers feel empowered to resolve issues independently, and your service desk teams will have more time to attend to complex problems that require hands-on additional support.<\/p>\n

Establish an IT service catalog<\/h2>\n

In addition to creating a knowledge base and customer portal, MSPs should consider developing an IT service catalog, which essentially functions as a meta roadmap for your customers. A service catalog should include clear instructions that detail the proper way to open a service ticket, as well as how the service desk will respond to the ticket, and who to contact in case the end user has additional questions. Service catalogs can include elements like:<\/p>\n