Want to create a 24/7/365 help desk for your customers? Here are seven steps to help a managed service provider create an effective help desk.
Employ IT support engineers who are prepared to respond to customers' concerns. Ideally, an MSP should try to hire eight IT support engineers to maximize its help desk's effectiveness, according to cloud enablement provider BitTitan.
Now that you have the right IT support engineers in place, you'll next need to offer training. Teach these engineers about your services to ensure they understand how to provide dependable troubleshooting. In addition, be prepared to train these engineers any time new services become available.
Create a schedule that guarantees IT support engineers are available at all times. Also, an MSP can evaluate its customer support requests over an extended period of time to pinpoint days and times when additional IT support engineers may be needed.
Track customer issues and escalations with a comprehensive ticketing system. An MSP may be able to deploy this system to enable customers to create self-service requests, too.
How will your business respond in an emergency? Develop a backup plan that guarantees your customers will receive extensive support without delay, even if your ticketing system is unavailable.
How well is your help desk support team performing? Deploy customer surveys, develop service metrics and establish help desk support goals to ensure your IT support engineers are providing the best assistance possible day after day.
After an MSP establishes help desk support metrics and goals, it should target continuous help desk improvements. By doing so, an MSP can take a proactive approach to customers' IT issues and ensure they receive consistent support.
How does your company manage its help desk? Share your thoughts about this story in the Comments section below, via Twitter @dkobialka or email me at firstname.lastname@example.org.
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