Improving workflow in Help Desk can be very complex and varied: Receiving and assigning applications, classifying and prioritizing them, activating specific actions for important cases and sending notifications are among the many tasks to take into account.
You must give attention to every help request or technical support received in your Help Desk, and solving them as expeditiously and efficiently as possible. Otherwise, you will be exposed to undesirable consequences, such as loss of credibility and discomfort among your customers, which eventually can generate significant costs for your business.
Making more a productive organization must include plans to improve workflow in Help Desk. Customer appreciate better those companies with efficient workflows.
As we have mentioned in previous posts, we highly recommend to implement ITIL Help Desks hosted in The Cloud to manage Service and Operations with quality and efficiency.
However, implementing ITIL Help Desks hosted in The Cloud requires to carry out parallel continuous monitoring of processes and services. Therefore, while you make your mind, it’s essential to pay special attention to the way your organization is managing the workflow of your Help Desk, for which you first must understand its complexity.
Here we explain the Support Levels offered in Help Desk, and in parallel, describe what are the 4 Steps to Improve Workflow in Help Desk
As this level implies giving response and quick solutions to simple issues, it is really convenient to think about setting automatized responses, as for example leading users to the FAQs or self service modules.
Like this, you will save money on staff. This is a clever move: specialists (programmers, system administrators, etc.) must be reserved to solve more complex issues. Like this, you prevent to burn them up with issues easily solved by less qualified personnel, or even by the users themselves.
Feeding Knowledge Base with common problems and solutions helps to save time and money by optimizing the availability of your Help Desk staff, while you give to your users specialized answers to solve simple issues.
Step # 1 to Improve Workflow in Help Desk occurs when you receive a support request by any channel (phone, website, social networks, email). It basically consists in assigning a ticket to the event, associating a number and description. This process is called Local BugTracker, or simply LBT.
Next, Step # 2 to Improve Workflow in Help Desk takes place. It consists in diagnosing and classifying the event according to its specific characteristics. It is quite similar to the classification best explained here, Section 4. Set priority levels.
At this point, the Customer Service Operator must gather all the information to solve the issue in the spot, refer it Self Service or FAQ section, or if needed, send it to:
Second Level Support: More complex issues are handled at this level. Here we find those problems whose solutions transcend the FAQ Section or Self Service Module, and in consequence, must be derived to qualified staff.
The assigned specialist assumes support and monitoring up to the final solution, or if needed, refer it to higher levels. Solutions at this level are compiled in User Manuals.
If it happens that the problem surpasses the Second Level Support, then Step # 3 to Improve Workflow in Help Desk takes place. It basically consists in giving attention and referral of the incident to the higher support levels, according to its special features and complexities. Then we have:
Third Level Support: Here lands those incidents related to “back-end”, or maintenance systems problems. Experts responsible for these incidents have to focus on R&D to give solutions to new / unknown problems.
Fourth Support Level: This is the highest and most complex support level. Problems at this level require specialized knowledge in servers (installation, configuration, interconnection, management and operation). Specialists at this level have at least two certifications, and belong to System Department.
Regardless the type and level support given to the requirement, Help Desk Operators have to inform the user for the steps it takes to its solution. Operators must rely on emails and chats, cell phone instant notifications and other media to carry it on.
The objective is showing to the user that his or her application is important. This smart move stimulates brand loyalty.
Once the issue is solved, you reach the Step #4 to Improve Workflow in Help Desk. This last step is to close the ticket and document the solution for feeding the Knowledge Base.
In short, structuring Help Desk workflow in different levels with specific degrees of difficulty improves and optimizes the results in your Help Desk.
Implementing these 4 steps to Improve Workflow in your Help Desk will allow you to reduce support costs in your organization. Your clients will be able to solve most of their requirements through FAQ, Knowledge Base, and Operational Manuals; and you will employ your human and technical resources towards solving complex problems at higher levels.
If this information has broadened your perspective and you want to implement these 4 steps to Improve the Workflow in the Help Desk of your company, contact us!
GB Advisors Inc assists you to install, give Technical Support and customize your Freshservice ITIL Help Desk.