By Craig Fulton, ConnectWise
To provide excellent service, your help desk must be a well-oiled machine. Everyone should have his or her marching orders, because without assigned tasks and order, you risk having multiple techs work on the same task, or some tasks sitting dormant until a customer complains.
Your help desk is your first line of customer support, so they must be agile and ready to handle any technical issues the client throws their way. Without an efficient help desk, you’ll not only be drowning in tickets, but your customer service levels will suffer. So how do you take charge of your help desk and get your service delivery up to the standards your client demands?
Check out our five tips to fine-tune your service delivery.
Everything needs to be a ticket. Whether it’s an internal or external request, everything needs to be trackable, and a ticket makes it so. Create a service board for each type of request, so each support team only sees what’s relevant to them.