Traits to look for when hiring a Service Desk agent

Traits to look for when hiring a Service Desk agent

Article Summary: Traits to look for when hiring a Service Desk agent

1. Customer Service Skills

2. A Super-Fast Aptitude for Learning

3. Knowledge Retention

4. Organisation

Hiring an excellent service desk agent is just as important as having the right service desk software. Potential employees can be screened based on a variety of criteria, such as personality, skill, fit and motivation, during the hiring process. Regardless of your list of prerequisites, it’s helpful to know exactly what makes a successful agent. Here are some of the top qualities of a successful service desk agent to look for:

1. Customer Service Skills

The first and most obvious to most is a previous record of good customer service, it is paramount to the ongoing success of your service desk. Agents are the front line of your company. Make sure they are projecting a warm and friendly image and your customers will rave about their experience. Agents should be able to consistently maintain a positive demeanour and keep a smile on their face day in and day out. You as an organisation are also a key part in ensuring they can keep a friendly image about your organisation by creating that atmosphere and culture from within will help your agents portray that in their dealings with your customers.

2. A Super-Fast Aptitude for Learning

Much of the technical know-how a service desk agent needs can be learnt. it’s easy to get caught up in the technical skills. But be aware this potentially limits your choice from the pool of potential candidates. Rather than looking solely for technical ability, you may also wish to seek out candidates with unexpected transferable skills. Remember that if the agent possesses a willingness to learn, there’s nothing that your knowledge base or training program, or one-on-one coaching, can’t teach them.

3. Knowledge Retention

The first protocol for an agent is to provide the highest quality support to customers. To accomplish this, they need to be able to learn and memorise a good amount of information about your organisation. By the time they get going on your service desk, they should at least know the ins and outs of your product or service and be on board with your brand’s philosophy.

Service desk agents should know when they can’t resolve the issue and who is the next line of support should they run into difficulties, a simple transfer of call or escalation of ticket, to the relevant person. As time progresses, they should be able to remember answers to frequently asked questions and troubleshoot with ease. If your candidates do not appear to be the type to be able to quickly learn and retain information, bringing them on board could be a stumbling block in your overall service desk efficiency.

4. Organisation

Agents that work in a busy service desk should be incredibly organised. They need to be able to jump between multiple tasks at once (i.e., checking the knowledge base, updating the CRM and taking notes in your helpdesk), all while attending to the customer’s questions and queries. Staying organised will help reduce errors during this process, ensuring that they are completing after call work efficiently and allowing them to address customer needs more effectively.

To make sure your service desk agents are organised, hire people who met all application process deadlines (i.e., arriving to the meeting on time, submitting requested materials, etc.) and have a track record of being organised. Once they are on the team, make sure they have the tools (i.e., service desk software that integrates with your business tools and an effective CRM and helpdesk solution) and the environment they need to stay organised. These things can make all the difference in customer satisfaction and your bottom line.

Speaking of hiring good employees, check out our recruitment page for our latest exciting opportunities.


Essential Software to Improve your Business Reputation

Essential Software to Improve your Business Reputation

Essential Software for Business

When it comes to essential software for Business, a lot of organisations do not see help desk software as relevant for them. However, utilising the correct help desk software for your organisation, the benefits will far outweigh the cost.

Help desk software can improve productivity and add value to various areas of a business. By ensuring the product is correctly configured from the beginning, will provide a positive influence on the end users, IT service management, help desk staff, and the organisation as a whole.

Changing Business Landcapes

With the corporate industry forever changing, no matter what industry you are a part of, it is essential to keep on top of the complex changes coming your way, and the heightening demand for a better service. In the fast-paced business environment of today, straightforward tasks of the past, have now become complex. Take, for instance, maintaining customer relations. Some companies have support centres with only one or two people answering emails and telephone calls. They oversee all incoming problems, yet lack the essential software needed to combat enquiries.

Customer expectations and call volumes often exceed what the support staff can deal with. Customers often don’t know what to expect when submitting enquiries, or if the enquiry has been read at all. When a customer tries to call, being placed on hold or across departments cause frustration.  This leads to a waste of time for both the customer and the company. By not getting an answer, customers are left frustrated, and the company’s image will be tarnished by the experience.

Makes the Business More Reliable

Whether you are a small business owner, or managing a large corporation, your business cannot survive without providing quality support to customers. Essential help desk software is a powerful tool that allows a company to manage relationships with both existing and potential clients, in a simplified manner. The program provides an enterprise sized business a centralised platform to handle live chat, support ticket system, and email enquiries, with full audit detail.

Better Reputation

Help desk software comes with a range of functions and features that helps improve your reputation among your customers. Project an image that states clearly that you are serious about your business, and satisfying the needs of your customers is your number one priority. Through the transparency of a help desk software, your customers will see you as a legitimate business, and that is willing to engage with them, and get the feedback that will naturally improve the products and/or services you offer.

essential business management tool
Excellence in the end-user experience deserves a round of applause.

Improve Productivity

Use a Help desk software to assist your internal customers as well, as part of the standard IT service management, Human Resources, Facilities Team, and more.  That way, everyone becomes more productive, and there is less downtime inside your business. By giving your support team the tools they need, every day will improve overall morale and help productivity. A happy team is always something to strive for.

All Ticketing Systems in One Platform

Help desk software is an all-in-one software suite that provides all the tools your company needs. Not only that, it will integrate seamlessly with most CRM, social media, and communication tools.

Essential Software

As you can see, help desk software provides a lot of benefits to enterprise users. It is fast becoming an essential tool for all types of businesses, especially if the company interacts with customers online. In today’s working landscape, this counts for around 99% of businesses in some form. It will help keep customers satisfied and make the support team more productive.

Go to to read more about essential business management software.

Benefits of using an ITIL aligned ITSM solution

Benefits of using an ITIL aligned ITSM solution

Although there are numerous benefits of adopting ITIL best practices in your ITSM, they need to be tailored slightly to adapt to different organisations, they are more of a guideline to best practices rather than a ridged set of rules. Many IT organisations choose to adopt only the operational processes such as incident management and change management. These are only a small part of the whole ITIL framework but can be very beneficial on their own. At this point of implementing a best practice framework it is good to make an overall strategy to understand the best approach to come up with a good fit for your organisation culture. Some ITIL recommendations might not be practical for every organisation however; when providing IT Service Management, ITIL best practices are a good place to start.

What does ITIL mean

Understanding the difference between ITIL and IT service management Software. This is not necessarily a comparative but more of what are the benefits of them being combined. IT service management (ITSM) is what an organisation would do to manage the information services they provide to their customers. IT service management software is not merely the software tool used it is also about the process, employees and technology used to provide that service. However, the right software is a key component to a good ITSM solution.

ITIL, IT Infrastructure Library, refers to a group of documents that were created to provide guidance and a structure for building an IT Service Management solution. ITIL best practices were established to define terminology used in the industry and to define the best practices for such IT Service Management.

Improved customer satisfaction and relationships

ITIL is designed to help your team to focus their attention on what the customers’ needs are and user experience rather than focussing too much on the technology issues. Increasing customer satisfaction leads to an improved and trusted relationship.

In a world where your competitors are only a click away, customer loyalty really is the new marketing. Today’s customers have access to an endless amount of information about your business, and research shows that they’re ready and willing to stop shopping around and stick with companies who go above and beyond to create a fantastic customer experience.

Better reliability and quality of service

By adopting standards that are proven to work, service providers find it much easier to deliver services consistently to the agreed service levels, efficiently and effectively. Support teams can restore service quicker, reducing downtime and disturbance. Agents are also more capable of meeting their SLA’s, contractual, regulatory and legal compliance requirements. Working smarter is the key to solving issues and ensuring the wait on customers is at a minimum. It’s a known fact customers hate to be left waiting.

More Cost Effective

Properly implemented ITSM practices can significantly reduce an organisation’s cost by increasing integration across core business objectives.  This integration of core business objectives allows for a more thorough and effective operational efficiency through improved end-to-end organisational visibility. Operational efficiency and cost reduction are directly linked in this respect because they both deal with process management and recognising target areas for improvement.  The areas that will often improve include decreasing overall IT support costs, reducing recurring incidents, reducing average incident resolution time, reducing user down time, and improved disaster recovery time.

NetHelpDesk as an ITIL-aligned solution

By maintaining the standards enabled by our ITIL-aligned solution, our customers have used NetHelpDesk in a huge amount of applications. By implementing the system as an ITIL-aligned ticketing solution, several of our users have even gone on to gain ISO and BS accreditation, opening up a huge number of doors for their future operations. Below is a list of some of the features that we have that are aligned with ITIL best practices that can help your organisation on the path to better efficiency and effective operations.

  • Incident management
  • Problem management
  • Change management
  • Knowledge Management
  • Service Catalogue
  • Self Service Password Reset tool
  • CMDB
  • Reporting Suite

To find out more about NetHelpDesk as ITIL-aligned solution click here

Excellent ROI starts with Customer Service

Excellent ROI starts with Customer Service

The first part of this discussion must be focused on the customer and the customer service that they receive as they are the reason we’re all here. So any organisation looking to provide great service must first and foremost try to look at everything through the customer’s perspective. Because now more than ever, the voice of the customer is loud and public.

The common response is to rewrite frontline employees’ scripts and conduct experimental projects. Those tactics may lead to small improvement, which can work well for a company whose customer service operation is functioning reasonably well. But if the operation is in a worse state, or the company’s industry is being disrupted and customers suddenly have a wider range of choices with several competitors vying for the same customers. Small cases of poor service can be particularly damning. This could be where the need for a deeper cultural change is necessary to succeed.

Don’t start with customer-facing employees.

It is not always the customer-facing employees that is the issue. Instead, make sure they get enough support. After all, customer service reps usually appreciate the importance of satisfied customers; often the real problem lies with logistics, IT, or some other back-end function that isn’t meeting frontline colleagues’ needs. When that’s the case, efforts to retrain customer-facing employees may waste time and create frustration. So, include everyone in service training, and focus special attention on internal service providers.

Have less of an emphasis on training specific skills or scripts.

Educate employees more generally about what “service excellence” means. Companies spend large sums training employees to follow procedures and workflows when interacting with customers. (“If the customer says X, respond with Y.”) They may then monitor phone calls or use “mystery shoppers” to ensure set procedures are being used. But highly scripted employees are often less able to be imaginative or empathetic about a customer’s true needs. A sense of real connection on the other end of the line is sometimes the main part of a customer feeling valued. Being able to explain your issue and get a tailored response is much more satisfying than a robotic generic answer.

Be Aware of the KPI’s for excellent customer service.

when deciding what KPI’s you look at is that if agents know what you are looking for, their behaviour will tend to sway in the direction of satisfying those KPI’s rather than what is for the best for your customers. For example, if you only measure tickets solved or handle time, then agents will likely strive to solve tickets as quickly as possible, and quality may suffer. If you only measure customer satisfaction (CSAT), they may go past the point of diminishing returns in the amount of time they spend on each ticket. To combat these tendency’s, it is worth choosing a set of customer support statistics that balance competing behaviours so that you can get a balance between the customer and agent experience that you strive for. Check out our full blog on KPI’s here

Keep ahead of the pack when it comes to customer service

Improvement is always needed in every line of work, if you do not improve your service as time goes on someone else will improve theirs, which in turn will leave you falling behind and irrelevant. It is important to think about what your customers want from you and what they would like to improve. Some combinations to consider are:

  • Improved communication with users
  • Increased numbers of channels that you can be reached on i.e live chat, email etc.
  • Cost reduction
  • More efficient in resolving issues



We hope you can use some of these tips to improve your customer service. why not check out some of our other blogs on various different aspects of a service/help desk here

Making your customers self sufficient with self-service

Making your customers self sufficient with self-service

Self-service is the new trend that is being pushed across the customer service industry. The majority of customers would rather find a solution themselves if it is quicker than waiting for a support agent to get back to them or having to wait in a call queue for their call to be picked up. To keep up with the trend, companies are expanding their online self-service capabilities. As a result, support agents are less swamped with minor tickets and can focus on the bigger issues and provide a better quality of support, thus improving the response that customers receive. Below we look into some of the key components to setting up a successful self-service platform.

Simplicity is key to self-service

Locating and digesting support information should be easy for end users. Your knowledge content should be simple to navigate. Try mapping out a basic end-user (customer) journey to help you with this process. After initially accessing your knowledge base, the end user will search for their issue, view the resources, read the article or articles, and then resolve their issue.

At any one of these clicking points you could lose the end user, who will at best call the service desk or at worst will just carry on trying to work around their IT issue . The article they need must never be more than a few clicks away. Ensure that you don’t over complicate the journey as, according to studies, after 2-3 consumer-world self-service attempt failures, customers will not try again.

Offer mobile and online self-service

When offering any service or product it is essential to provide for customers wherever they are. If customers search for your self-service via mobile and online then it should be made available to them through those avenues and any other popular means that they might use. A mobile or online self-service help centre can nurture effortless self-service through information tailored to the needs of your customers or end users.


Online customer communities are a wonderful way for customers to interact and help each other use your product, this can also help alleviate some of the pressure on your help desk by allowing other customers solve issues that some other customers may be experiencing that they previously found a solution to. It is also somewhere where you can see things that are working or not working for your customer and can be a source for what you need to improve on in upcoming updates.

Self-service doesn’t work without Fresh Material

A knowledge base requires ongoing maintenance and development to continue to attract and retain end-user benefaction. Old out-dated material will lead to end users turning back to old habits of logging those minor tickets that can drain the time of your agents.

It’s important to collect end-user feedback to understand how you can continue to improve your self-service support and to better meet their needs. It is most important that it is more than just collecting this data but also to put in place a system to act on the feedback you receive. Allow end users to rate and review the knowledge articles you provide. A simple rating button should be capable of flagging up content that might need simplifying or reworking. Remember if you’re product is quite technical, it can be difficult for people outside of your industry to understand all aspects and lingo that you might use. The kind of question you should be asking is: “Was this answer / article / information helpful?”

Don’t be afraid to give your customers some freedom to solve their own issues, if they struggle to solve their issues themselves they will get in touch if needs be. You can reap the rewards by having some faith in your customers today.

The KPI’s you need to be measuring to stay ahead of the competition

The KPI’s you need to be measuring to stay ahead of the competition

The customer service KPI’s is one of the first things to report on when it comes to considering how things are going from a customer support team perspective. Unfortunately, many organisations focus on just one customer service metric and don’t think of the important aspects that also underline how that metric came about. By reporting on a just a single KPI it only tells a small part of the story of your customer support team’s performance, productivity, and customer satisfaction.

Agent behaviour

Another way of looking at things when deciding what KPI’s you look at is that if agents know what you are looking for, their behaviour will tend to sway in the direction of satisfying those KPI’s rather than what is for the best for your customers. For example, if you only measure tickets solved or handle time, then agents will likely strive to solve tickets as quickly as possible, and quality may suffer. If you only measure customer satisfaction (CSAT), they may go past the point of diminishing returns in the amount of time they spend on each ticket. To combat these tendency’s, it is worth choosing a set of customer support statistics that balance competing behaviours so that you can get a balance between the customer and agent experience that you strive for.

Key KPI to measure

Occupancy: This will keep track of the agent’s time spent throughout the day on tasks that are expected of them within the organisation.

Productivity: Although the specific definition will change in different organisations it in the end comes down to how many tasks are performed in a certain measurable time frame. Whether that is tickets solved per hour or phone calls followed up on throughout the day.

Solving timing: This is where the average time taken to solve tickets comes under report.

Customer Service: finally, this is where feedback from customers is key, there is little benefit in solving tickets as fast as possible and having your agents keeping the other KPI stats exceptionally high when the customer satisfaction is suffering. This can be measured by customer satisfaction surveys, timing they were first responded to and how they felt with the whole experience.

To get a good balance, as previously stated, you need to find a good balance between sets of KPI focus points. By only looking at occupancy for example you lose the view on whether they are spending their time doing what is expected productively. On the other side of things if only productivity is examined, what is the quality of the work or is their total available time being maximised?

Above is certainly a good place to start when looking for a balance but undoubtedly if you want a more in depth view of your performance you can dig deeper into your data.

It is also worth highlighting that the key component to considering KPI’s is to have the right software that allows for extensive reporting of your data. None of the above would be possible without the reporting tools so it is worth keeping that in mind should you be thinking of what software to use. Although the software is an important part, certain processes need to be put in place to ensure the right data is being gathered and stored to allows these reports to show a true light on your customer service.


For a software that can support all your KPI reporting needs have a look at NetHelpDesk with a free trial here

IT Service Management – basics and tips

IT Service Management – basics and tips

IT service management tools are an important part of improving solution delivery and operating efficiency, as more companies are becoming dependent on computers and the internet. With big data and cloud computing becoming more popular, it is putting a lot of pressure on companies to start using IT service management tools to make sure that they stay online. Investing in such tools can seem expensive. However, they quickly pay for themselves by making sure that no issues with technology get in the way of your businesses. IT service management has become vital, and the following tips will help your plan be successful.

IT Service Management Does Not Need To Be Complicated

For many organisations, IT service management is the best management and support solution. While it can seem like it is complex, businesses can use IT service management principles for service desks that are automated, and help desk solutions to make them more efficient.

Many IT service management tools are built for companies that need complex IT systems or help with management of applications for user support on different systems. This meant that these systems were only used by larger companies. Now, more businesses are becoming dependent on a hybrid of different IT strategies, along with technology teams that focus on ensuring the systems work together to meet the business’s needs.

Work smarter, not harder

When it comes to managing your support team, it is all about the service you provide. Working smarter is the key to solving your resources issues and ensuring the wait on customers is at a minimum. It’s a known fact customers hate to be left waiting. The easiest way to ensure you are able to respond more quickly and resolve their issues as soon as possible is to reduce the overall amount of tickets. Seems simple in theory but it can be that easy in the practical sense as well. Raising customer awareness of self-service options, providing you first set up self-service options, gives them the option to solve their own issues. This leads to fewer tickets, so customers spend less time waiting for an available agent, which ultimately achieves your new working smarter, not harder protocol.

IT Service Management Solutions are Accessible

For a long time, building and creating IT service management systems was an expensive process, which could have major problems. Now many IT service management software can be used via cloud computing or use of cloud based features. This makes the software easier to put in place and to use for any size business. Another feature of more accessible solutions is that some can even be rolled out across multiple departments giving your organisation a more unified system accessible by all your employees.

Do Not Neglect Configuration Management Database

While a configuration management database is difficult to fill and complex to use, they are the foundation for advanced IT service management. For many people and businesses, avoiding configuration management databases is very tempting. However, not having the databases in place, when you are starting, mean that you have to do the work later. Without a configuration management database, you will have many problems and challenges with IT service management tools. Doing the work before having IT service management tools make the work simpler and quicker to complete, and causes less issues.

Having a good IT service management plan in place is a key part of IT team avoiding many risks, lost productivity, and helps them keep a business online. No matter if you are looking to add a service desk, help desk, or fully IT service management platform, having a plan is vital for all businesses.


For more information on our features or product get in touch here or have a look for yourself with our free trial download here.

Benefits of Ensuring Customer Loyalty

Benefits of Ensuring Customer Loyalty

We look at the benefits of ensuring customer loyalty. Although attracting new customers is all well and good, it is essential to look after those who have been loyal to you. Most sources estimate that it costs between four and ten times as much to attract new customers as it does to keep existing ones. Plus, loyal customers spend more than new ones.

In a world where your competitors are only a click away, customer loyalty really is the new marketing. Today’s customers have access to an endless amount of information about your business, and research shows that they’re ready and willing to stop dating around and stick with companies who go above and beyond to create a fantastic customer experience.

Cost of new versus old customers

Fred Reichheld, a reporter for Bain wrote in his report “Across a wide range of businesses, customers generate increasing profits each year they stay with a company. In financial services, for example, a 5% increase in customer retention produces more than a 25% increase in profit. Why? Return customers tend to buy more from a company over time. As they do, your operating costs to serve them decline. What’s more, return customers refer others to your company. And they’ll often pay a premium to continue to do business with you rather than switch to a competitor with whom they’re neither familiar nor comfortable.”

Today’s consumers are influenced by social movements and empowered by technology and new communication channels (such as social media), buyers are better informed, less patient, and more demanding than ever before. As one company ups the customer service standards it influences the expectations of consumers of customer service from all. Consumers are more in touch with what is just a gimmicky marketing campaign to flatter them. They expect you to go above and beyond to show your gratitude.

Getting feedback

One way companies can maintain a more proprietary relationship with their customers is by opening the channels of communication to encourage feedback. It’s a truth that customers who feel heard feel appreciated. Even better than finding multiple ways to solicit feedback is using that feedback to make changes. Smart companies understand the feedback is a gift from their customers, especially the ones who have been with them for the long haul. Whether it’s asking about a recent experience with a product or service, or requesting information about what changes they’d suggest to improve the customer experience, soliciting and then acting upon customer feedback is a powerful relationship-builder.

Unified company interaction with the customer

By integrating a company wide help desk software, it can improve the readily available customer data on previous interactions with the product. The fluidity between departments collective information can only enhance the service that can be provided to customers each time they interact with the business. On the other side of things from an internal perspective, Tickets can be easily created and assigned to an internal support team by other departments.

The Support that your customers receive from your company can ultimately be the difference between returning customers who will refer others or customers that stay away and encourages others to follow suit. The Software your customer service representatives and internal support team can make a big impact on the service they provide. With the right resources in place, employees can see all the relevant customer interactions and history with the business and can enable a sense of personalization of their needs accordingly.

Complaint Handling Software | NetHelpDesk

Complaint Handling Software | NetHelpDesk

NetHelpDesk can be used for a wide range of tasks but one of the tasks that we find it used for everyday is as a complaint handling software. No matter what industry that your industry is involved in there is always going to be some form of complaint or enquiry made to your organisation or directly to your support team if you have one. Complaints are not necessarily a bad thing all the time, it allows for things to be rectified in a positive way and can really leave a good impression of how efficient and thorough you are when it comes to ensuring your service is up to scratch. After all we are all human and mistakes are bound to happen someday so it is the process in rectifying those mistakes and ensuring a good impression is made in that process.

Features of an effectively Complaint Handling Software

Handle complaints through multiple channels with NetHelpDesk, whether they come through email, logged in your support portal, live chat or phone. NetHelpDesk, as a complaint handling software, can organise all your correspondence in one interface making sure they are dealt with efficiently.

Categorizing and Prioritizing

One of the most effective ways to combat complaints is to prioritize those which are most serious or need sorting as soon as possible and what better way to do that than to categorize these into an easily recognisable list.

Auto assign tools

When it comes to getting customers on your side, speed of response is the first protocol. Automatically assigning work, or specifically complaints, based on certain criteria can improve efficiency dramatically. Certain members of the team may have different skill sets, based on their experience of similar situations in the past. When calls are raised, you can route the call through to a specific Agent or section, and do so based on certain criteria that may need to be specified.

So whether it is based on a certain word or phrase in the subject or body of the e-mail, a particular category, maybe a predefined Request Type that determines where it goes to in your team, certain customers and more.

Set the team, the person, and set the priority as you need to, as there is lots to choose from.

Self Service Portal

Customer complaint handling does not always have to be done via phone or mail support. Using NetHelpDesk, create a thorough knowledge base and FAQ system with all the previously asked common complaints, so that your customers can directly go to the self-service portal to get resolution for their issues.

Report and Analytics

To help understand complaint trends and the quantity of complaints coming in, NetHelpDesk offers Complaint Reports so that you can have a complete overview of your complaint reports, track areas that require work, understand performance of staff and do the needful to enhance operations. We feel that these are key to a complaint handling software.

The reporting capabilities of NetHelpDesk straight out of NetHelpDesk’s front-end Main Application interface is, essentially, ENDLESS! That’s no humble claim, and we don’t mean it to be.

Whatever you want to report on, you can. If NetHelpDesk holds the data, the report can be created, and available as a one-click on-demand, or built in to schedules for you, your team, members of your organisation, your Customers, or combinations of these options.


NetHelpDesk is one of the best fitting software for any complaint handling management service. It can be easily customised to meet your organisations needs no matter the workload or industry.

For more information on our features or product get in touch here or have a look for yourself with our free trial download here.

Essentials of an IT HelpDesk

An IT help desk can find themselves with a variety of different tasks left up to them that might not necessarily be in their job description. With resources becoming limited within many organisations as things advance and people needing more help also being counteracted by the demand for efficiency and cut backs on staff it is essential to focus on the essential tasks of a help desk. In order to grow your help desk it is imperative that you first get a firm grip on the standards required before the size is increased. It is essential that you deliver value to your customers, gain some feedback and grow incrementally, rather than trying to start everything at once.

So what are the essential tasks of a help desk you now ask? Below is a list of the elements that are essential to providing a good service in this industry.

Log and Manage Calls from IT Users

Probably the most Important of all the aspects of an IT help desk. Without good interaction with your users it is difficult to solve their problems and retain their custom. Things should be user friendly and easily accessible to these users when they need your support. Typically, users contact the help desk by telephone, but if you can provide other channels such as a web portal to help users contact you, then that’s even better.

It is important to keep a log of every call, the request made by the user and the response they received. You never know when that information may be needed again and if it is not logged then and there it will be gone and forgotten. Even if it is the smallest of queries that can be answered straight away over the phone, it should be logged.

But the help desk’s fundamental responsibilities don’t end when you put the phone down after a call. A great help desk must also take responsibility for making sure that every call is properly managed. So, you must make sure the customer’s issue gets resolved. You must also keep the customer updated. And, later, check that the customer is happy with how the call was resolved.

Resolve Incidents

A help desk that just logs incidents and passes them on to other groups to resolve doesn’t add very much value. There are some help desks that work like this, but they are very unpopular with users.  And what help desk wants its users to see them as nothing but an obstruction that slows down their access to the people who can really help them?

Support providers should have the access to knowledge that gives them so much more value in being able to resolve minor incidents at the time of call with the user. People who work on the help desk should be trained to a level where they can add real value to your organisation. By having their issue resolved straight away it can really improve the workload on others and leave users with an impressed experience.

Generate Useful Reports

Help desk reporting should most certainly not be an optional extra. You need reports to see the value that your help desk is providing, what areas need improving and whether or not your users are satisfied with the service that you are providing.

It can also be used to ensure that the service is being kept up to a certain standard. Some key things that should be reported on are, how efficient is your help desk at solving customer issues? if your help desk communicates well with users, keeping them informed and meeting their expectations? Do your customers find it easy to contact the help desk when they need to?

Looking for ways to improve

Improvement is always needed in every line of work, if you do not improve your service as time goes on someone else will improve theirs, which in turn will leave you falling behind and irrelevant. It is important to think about what your customers want from you and what they would likle to improve. Some combinations to consider are:

  • Improved communication with users
  • Increased numbers of channels that you can be reached on i.e live chat, email etc.
  • Cost reduction
  • More efficient in resolving issues


Now we know what the essential components for every help desk. If you are already doing all these then you probably run a pretty good help desk, congratulations. If not, it may be time to start reviewing some aspects of your help desk.