Help desk people tend to fall into two distinct groups those that follow procedures and protocols and those that dont.
For those that do then an easy to use, intuitive and comprehensive help software package is critical it will ensure that all the details about a call, including attachments if necessary, are recorded to enable resolution within the clients SLA (Service Level Agreement).
for those help desk personnel, who don't like to follow rules and regulations - than exactly the same applies.
The justify that latter group of help desk operators use for not keeping a database up to date is that they articulate that resolution the customers issues as chop-chop as potential is their aim. They say it leads to a happy user who feels that they are getting extra help.
However, if procedures arent followed and appropriate records are not made then the disadvantages will rapidly outweigh the speed of delivery.
But how?? Perhaps, writing and recording the issue properly, or on a post it note - means the best person to solve the problem, may never see it!!!. A good helpdesk software package will ensure that every call has a clear owner and that resources can be allocated that are best suited to their resolution.
Secondly, if a problem reoccurs then there is no chronicle of it. Not having the history means that a problem could be an indicator of a systemic issue or potentially the harbinger of a catastrophe. For example, seeing a number of calls in a help desk scheme noting that there appears to be erroneous emails being sent out may signal that a computer virus or Trojan horse is on the loose in your system.
It may be that the users experience is excellent on the first occasion is great and they then insist on talking only to that help desk operator in future. It has a great relationship but that doesn't mean it will lead to better service. The chances are that one day the user will phone and the help desk operator wont be available or that someoneelses service will be cut short because the operator has to dismiss a phone call to take the priority telephone call.
The chances of the operator always having the answers to every issue the user has is also slim so there is a danger that they do receive poor service sometime in the future.
A expert assistance desk software package will manage priorities within multiple SLAs for multiple clients so that calls are dealt with, not inevitably in order, but related to grandness. The best help desk software packages, will help to manage priorities within dissimilar SLAs for dissimilar customers so that the calls are dealt with, not really in order but maybe in terms of how crucial they are..
Thus, it is extremely important that the software you choose and deploy, can work across dissimilar types of operations.. It should be able to allow rapid recording of calls, clear ownership and SLA management. Crystalise processes and high levels of communication keeping all informed of call advancement is vital too.
Whatever help desk operative that wants to deliver fantabulous help will use this type of tool.
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