How To Improve The Efficiency Of Your Help Desk

Blog How To Improve The Efficiency Of Your Help Desk Debra ShannonJuly 26, 2022How To Improve The Efficiency Of Your Help DeskSource {"adCodes": [{"desktop": "\u003cdiv class=\u0027rblad-wit_content\u0027\u003e\u003c/div\u003e", "display": true, "mobile": "\u003cdiv class=\u0027rblad-wit_content\u0027\u003e\u003c/div\u003e", "new_amp": "\u003camp-ad width=336 height=280\n type=\"doubleclick\"\n data-slot=\"/22278042776,22664312254/wit/wit_content\"\n data-multi-size=\"300x250\"\u003e\n\u003c/amp-ad\u003e", "order": 0, "tablet": "\u003cdiv class=\u0027rblad-wit_content\u0027\u003e\u003c/div\u003e"}, {"desktop": "\u003cdiv class=\u0027rblad-wit_content\u0027\u003e\u003c/div\u003e", "display": true, "mobile": "\u003cdiv class=\u0027rblad-wit_content\u0027\u003e\u003c/div\u003e", "new_amp": "\u003camp-ad width=336 height=280\n type=\"doubleclick\"\n data-slot=\"/22278042776,22664312254/wit/wit_content\"\n data-multi-size=\"300x250\"\u003e\n\u003c/amp-ad\u003e", "order": 1, "tablet": "\u003cdiv class=\u0027rblad-wit_content\u0027\u003e\u003c/div\u003e"}, {"desktop": "\u003cdiv class=\u0027rblad-wit_content\u0027\u003e\u003c/div\u003e", "display": true, "mobile": "\u003cdiv class=\u0027rblad-wit_content\u0027\u003e\u003c/div\u003e", "new_amp": "\u003camp-ad width=336 height=280\n type=\"doubleclick\"\n data-slot=\"/22278042776,22664312254/wit/wit_content\"\n data-multi-size=\"300x250\"\u003e\n\u003c/amp-ad\u003e", "order": 2, "tablet": "\u003cdiv class=\u0027rblad-wit_content\u0027\u003e\u003c/div\u003e"}], "adsOrder": [2]}

Does your help desk support team feel like it’s “Groundhog Day” and they’re answering the same questions over and over again? Yes, that’s what they do, but is there a way to make this process more efficient? What if we enable the end user to be more self-sufficient which will make them more efficient? This will also reduce the number of “basic” tickets so the help desk team can focus on the “complex” tickets and do more proactive tasks.

How To Make Your Help Desk More Efficient Help desk graphic

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The process starts with the end users so give them the information they need to be more efficient and self-sufficient, which will help them resolve their “basic” issues faster. Here are four things you can do:

1. Create a knowledge base of common issues with resolutions so the end user can try to troubleshoot and resolve basic issues themselves.

2. Give end users the ability to reset their own password once authenticated. There are tools to do this such as the self-service password feature within Microsoft 365.

3. Teach end users how to submit a “good” ticket, which details important information such as specific error messages, providing screen prints, etc. This information helps the help desk team troubleshoot more efficiently, which translates to a faster resolution.

4. Make it easy for end users to submit issues/problems:

  • Give the end users different ways to submit an issue such as via a phone call or a portal to the ticketing system.
  • Create and distribute a small handy card that describes the different ways they can submit an issue and also includes the link to the ticketing system as well as the phone number of the help desk team (including hours).
  • If the end user calls the help desk team with an issue, have the help desk member enter a ticket on behalf of the end user. It’s important to always create a ticket so that you can track the activity and mine the data.

When end users are experiencing a problem, they may already be stressed. So, it’s important to make it easy for them to use the ticketing system. It has to be easy to get the data entered (correctly) so that the issue can be resolved as quickly as possible.

1. Default certain fields within the ticket (since the end user is logged in and you know who they are) such as date opened, end user’s name, title, department, location, phone number, etc. Not only will this save time, but this reduces typos.

2. Can default the issue’s criticality (typically high, medium, and low) to medium and the end user can change if needed.

3. Set up the ticketing system so that it sends out automated emails to the end user when the ticket is opened, a technician is assigned, the technician updates the ticket, and the ticket is completed/closed. Keep the end user updated with the status—they will appreciate this.

4. Give the end user the ability to look up their tickets (both open and closed).

  • Let them look up their open ticket(s) to see what the current status is.
  • Let them provide updates to their open ticket(s). For example, if the help desk team requested additional information, the end user can provide an update directly into the ticket. Or maybe the end user was able to fix the issue so let them close the ticket (noting the resolution).
Benefits To Having All Ticket Information In One Location coding tech graphic

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There are multiple benefits to having all of the ticketing information in one central location. One key benefit is the ability to mine the data. Export and analyze the data and turn it into meaningful information! Share the information with the end users to help them be more self-sufficient.

1. Look for trends and try to determine recurring issues. For example, one specific printer that has been repaired three times in the last five months. Or you notice several password resets on Monday mornings.

2. Have the help desk team proactively take that extra step for common process errors. For that problematic printer, figure out if it’s more cost-effective to replace versus continually paying repair bills.

3. Post tips/FAQs on the intranet. List the password conventions for the different systems, which will make it easier for end users when they need to change their passwords. Also, since most systems warn end users that their password is going to expire in x days, have a tip that says try not to change their password on Fridays. This should help reduce the number of end users calling on Monday that they forgot their password.

Making the end users more self-sufficient regarding “basic” issues not only makes them more efficient but also allows the help desk team to focus on more “complex” tasks. It’s a win-win for both sides.

For more information on creating an efficient help desk ticket process, follow me on LinkedIn!

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Career management refers to the planning, supervising, controlling, handling, and administrating of one’s professional life. It comprehensively covers a detailed view of what you want to be, where you want to go, how you will get there, and ultimately how long you intend to stay.

All these answers are directly related to one’s personal goals and targets. Being able to handle changes in your career will best enable you to avoid mistakes of the past, prepare a confident approach for the present, and implement a positive direction for the future. Overall, managing your career will help maintain and develop your professional growth and direction.

When Should I Begin To Manage My Career?

Successful career management can start as early as the first day you walk into school or college. You should clearly identify your goals before enrolling in a particular degree or course and preparing for a lifelong career. (This saves a lot of money and time later on down the track!)

Be specific with what are you good at and what you enjoy doing; most importantly, think about what you can see yourself doing every day going forward. Being able to answer these questions will help you in understanding yourself better and what areas you are most likely to succeed.

If you find that you have made a mistake, don’t panic. Exhaust your options, understand the valuable skills that you have, and how you can best utilize these existing skills. Don’t be afraid to ask questions. Ask yourself if you are capable of performing the task or if you see yourself progressing in a certain area. If the answer is yes, then begin your quest to achieving your targets. Never forget to network and seek out as many people and opinions as possible. You just never know where the next door will open.

How Long Does Career Management Last For?Professional man smiles at work

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Career management is a lifelong exercise. Balancing your work and social life is a juggling act. It is not just confined to one period in your life or a particular profession. In life, many things change so don’t be afraid to change with the times. It is all about adaptability and learning. The ability to learn from every setback will make you smarter in making your next career move.

The employment market may seem crowded and unpromising, but being open to change will help you survive during those dark months. The changing times are not moments of despair, but rather moments of opportunity.


Need more help managing your career?

We'd love it if you joined our FREE community. It’s a private, online platform where workers, just like you, are coming together to learn and grow into powerful Workplace Renegades. More importantly, we have tons of resources inside our community that can help you manage your career so you can achieve your career goals.

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This article was originally published at an earlier date.

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Let me tell you a secret that nobody likes to hear about job interviews. I've been a career coach for the last 20 years and so many people come to me and say, "J.T., I can't get any job interviews. It's so hard to get job interviews." And the first thing I ask them is, "Well, how do you feel about interviews? Do you like going on them?"

Change Your Mindset To Get More Job [email protected] What nobody tells you about getting job interviews... #jobinterviewtips#interviewtips#jobinterview#jobsearch#jobsearchtips#careertiktok#jobtok#careeradvice#jobhunting#jobhunt#jobhunt#dreamjob♬ original sound - J.T. O'Donnell

Every single person responds with something like: "No, I can't stand interviews. I dread them. I'm terrible at them. They stress me out."

But here's the secret nobody tells you about getting job interviews...

When we don't like to do something, we're not going to work really hard to make that thing happen. And so while there are techniques you can learn to attract more job interviews, you won't actually get more job interviews until you change your mindset about them. You're not going to attract more job interviews until you're good at them, until you're comfortable with them and don't fear or dread them anymore.

Interview prep is vitally important. And, of course, they didn't teach us proper interview techniques in school and it's not a skill we just naturally have, but it's not rocket science or brain surgery either. Once you learn how to prep for interviews properly, then you'll actually be ready to go out and get interviews (or they'll come to you!).

Need more help getting job interviews?

I'd love it if you joined my FREE community where professionals like you are learning how to become empowered in their careers so they can finally find career happiness and satisfaction. More importantly, I have tons of resources inside this community that can help you get and prepare for your next job interview.

Sign up for my FREE community and become a Workplace Renegade today! My team and I are looking forward to working with you soon.

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O'Donnell reflects on lessons professionals can learn from athletes. 3 Important Career Lessons Learned On And Off The Field {"customDimensions": {"1":"Executive Community, J.T. 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