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Help Desk Bulletin
Category:
State:
Multi-State
Control #:
US-144-AZ
Format:
Word;
PDF;
Rich Text
Instant download
Description
How to fill out Help Desk Bulletin?
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FAQ
Always provide help and assistance using tools, experience and knowledge. The mindset of the helpdesk should be focused on resolving tickets and avoiding user issues. Engaging the right support resources first time ensuring resolution as quickly as possible.
Incident management. Incidents are the everyday issues that business and technology users face when applications and services don't work exactly as they should. Problem management. Change management. Ticketing. Service Request Management.
Be Proactive. The nature of customer service is that the customer support team is always waiting for customers to contact them with issues. Take Ownership. Be Accessible. Document and Collaborate.
Customer Service, 8.4% Desk Support, 6.9% Technical Support, 6.4% Active Directory, 6.3% Hardware, 6.0% Other Skills, 66.0%
Process. A really good help desk has processes in place to handle the nature and style of requests they typically receive.An efficient service desk should be able to report how long on average it takes to start working on service request from when they've been submitted, and how long it takes to resolve.
Create a service catalogue. Offer a knowledge base or self-service portal. Develop a culture of helping within the help desk. Hire good employees to retain great employees. Build a workflow that tracks issues end-to-end.
Decide What Support Your Desk will Deliver. Determine Your Help Desk's Staffing Needs. Define Your Priorities. Create Canned Responses or Knowledge Base. Track & Improve on Key Metrics. Utilize Help Desk Software. Pay Attention to Features & Ticket Assignment Rules.
Don't panic. Before you write a support ticket, try to stay calm. Write a concise subject line. Use the correct category. Give a full description of your problem. Add a screenshot or screen recording.
Listen to customer needs. Put customer (end-user) needs first. Have clear, scalable human-centric processes. Provide useful self-service tools. Deploy fit-for-purpose technology. Keep learning, keep improving.
