How to Manage a Help Desk

Support Constanthino J. Mayele

What is a Help Desk Support? O Personnel/Department with extensive

technical knowledge using trouble shooting approach to handle IT requests by using help desk software and prioritizing cases.

O Also known as IT Response Center, Computer Support Center, Information Center, IT Solutions Center, Customer Support Center, Technical Support Center, Resource Center, etc.

O Contact when having problems with IT services. 

How to Manage?O Training and Retaining knowledge for all Agents O Centralizing knowledge - Create articles for common

tickets, document knowledge on specific systems, customer feedbacks, etc.

O Make knowledge, documents and articles accessible O Make system easy to update O Documentation always available at the adaptation of

new system and services O Keep all centralized documentation up-to-date O Provide customers and agents opportunities to give

feedbackO Creating self-services allows customer to be self-sufficient O Measure IT Team’s performance to improve business

performance

How to Assess Your Team

O Metrics – assess and improve routines for optimal IT team performance

O External and Internal measures that evaluate three key areas of your customer service:

O - Service O - Etiquette/Quality O - Efficiency

“(T)ogether (E)veryone (A)chieves (M)ore”

Daily Task ListO Required to perform daily checks on

various systems, (list daily check ups… ex. checking backups, eventloggs, Preventive Maintenance Task, etc.)

O Mark a checkbox as to whether the check was a success or failure. If its a failure they are then required to add notes. 

O Checklist for day to day tasks will enable a more clearer reporting of tasks 

Software Applications for Help Support Desks?

O Zendesk O Kayako O Uservoice O Freshdesk O Bomgar

O LiveHelpNowO SysAid O ManageEngine O HEAT SoftwareO Connectwise