Technology has helped to grow and improve the way people work in many different ways throughout just about every industry. While there is no doubt that technology has been great for business, it can also cause some frustrating problems, which is why it is necessary to have a technical help desk there to provide support.
A good help desk will be there to answer questions and provide basic training to those who need it while also coordinating the troubleshooting and repairing of any problem related to technical issues.
In order to make sure a technical help desk is successful, it is necessary to ensure they are creating and documenting tickets properly. A good incident ticket will not only serve as proof that a particular task was performed, but can also be used to identify common problems, share knowledge on how things can be fixed, and much more.
Many people who work on a help desk, however, do not create and document tickets properly. This can be for a variety of different reasons including the fact that it is time consuming, and it is often unclear exactly what needs to be placed in the ticket. The following proven tips will help you to ensure your technical help desk representatives are helping people who call in and documenting each ticket appropriately.
Provide them with Proper Hardware
One of the biggest frustrations people on a help desk face is dealing with slow or outdated systems. If it takes their computer 10+ seconds to navigate between tabs within their ticketing system, or 30+ seconds for a ticket to finish saving, they will not want to perform this critical step.
This is especially true since most companies look specifically at how many calls they are handling when giving their reviews. If they have old and slow computers on an outdated network, they are going to skip certain steps in order to get to the next caller they can help.
Finding the right hardware for a technical help desk does not have to be difficult. The following are some simple (and fairly affordable) things to consider when buying new computer systems for your technical help desk:
- Plenty of RAM – One of the worst things you can do to a help desk representative is provide them with a computer that has insufficient RAM. Working with the minimum required amount of memory can be terribly frustrating. Perhaps more than anything else you could do, upgrading the RAM in a machine will speed things up and give the users a better experience.
- Multiple Monitors – When a technical help desk employee is working with a user who is having a problem, they often need to look things up in a knowledge base or on the Internet. They will also need to have the ticketing system up to make notes. Providing them with two, or even three, monitors will help to streamline this process, so nothing falls through the cracks. Multiple monitors really should be the standard for all help desk employees.
- Quality of Monitors – It is not enough to just have multiple monitors. You want to make sure they are provided with good quality monitors that will reduce the strain on their eyes. This will help them to be able to remain focused and more productive. Good monitors are very affordable today, which makes them a great investment for any company.
- Ergonomic Keyboard & Mouse – Anyone working all day long on a computer needs to have an ergonomic keyboard and mouse. This will not only help them to work more efficiently, but it also minimizes the risk of carpal tunnel and other common problems.
While these examples are a great place to start, make sure to also ask your employees what type of hardware they would like to help them be more productive. Improving the user experience for your helpdesk will make it easier for them to have the time and desire to properly document their tickets.
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Provide them with Proper Software
If you do not have a good software suite for documenting tickets, you will never get the team to do it right. Finding a good incident management suite such as Remedy, ServiceNow, or others is a great option as they are built specifically for this type of task. In addition to making it easier for the technicians to document their work, it will also make it easier to track trends and run reports so you can start taking proactive actions to prevent problems before they happen.
In addition to a good ticketing software suite, look into other software tools that can help make the job of the technical help desk easier. For example, get an automated tool to perform account unlocks or resets, purchase a good internal knowledgebase program, and make sure you have software for things like taking screenshots or remotely connecting to the end user’s system.
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Create Templates for Common Issues
One of the best things you can do to streamline the ticket documentation process is to create templates for common issues. For example, most help desks reset dozens of locked accounts each day.
They should not have to manually create and update a ticket for each one. Instead, have a template in place that allows them to click one or two buttons to complete proper documentation. This will not only be more convenient, but it is a lot faster so they can be available to help users.
Keep Your Knowledgebase Accurate and Updated
A good knowledgebase program is absolutely essential for any technical help desk. This is where help desk employees will look up problems to find the right troubleshooting steps to take. Keeping your knowledgebase updated and accurate with the best possible information will help to streamline the process of just about every call.
One great thing that you can add to each knowledgebase article is a brief paragraph on what should be entered into the trouble ticket. This way the team can work with the caller to solve the problem, then simply copy and paste the pre-approved ticket documentation notes so they can quickly move on.
Train the Team on How to Make Useful Notes in Tickets
Many help desk managers train their teams to document every little thing that a technician does when working with a user. While this may sound good on the surface, it is actually impractical and unhelpful.
For example, it is generally unnecessary to document something that did not work (assuming that another troubleshooting step solved the problem). Unnecessary documentation not only takes a lot of extra time, but it also makes the tickets unnecessarily long and confusing, so they are not useful as a reference to future problems.
Teach technical help desk team members how to identify exactly what information needs to be documented into a ticket. It will take a little longer to train people on how to intelligently decide what goes in a ticket, but it will help them to be much more productive and helpful throughout their career with the team.
Always be Improving
The tips mentioned above are a great place to start when it comes to creating a strategy to help ensure your help desk is documenting tickets appropriately. Every company is unique, and every technical help desk has its own ‘personality.’ Because of this, you will want to make sure that you are constantly evaluating the performance of the team and providing additional training and inspiration that lets everyone experience continuous improvement.
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