IT Service Desk Tips

These “top tips” are key factors for you to address if you want to establish and operate a really effective IT Service Desk. The essence comes down to processes, people and continuous improvement.

1.    Service Desk rather than Help Desk

  • Make sure that you focus on the needs of your customers and the business; don’t fall into the trap of simply providing technology driven problem resolution
  • Ensure all staff are aware of the role they play in the business

2.    Robust and standardised processes

  • Clear and straightforward processes including problem management
  • Objective approach to assignment of priorities
  • Structured approach to root cause analysis

3.    Recruit the right staff – and train them well

  • The skills and attitudes of the Service Desk team often define how IT is seen within an organisation
  • Use proven approaches which allow you to adopt the best practice habits which are well proven in other companies
  • Install reward structures which reinforce a service ethos

4.    Train your users & provide self-service solutions

  • Employees who are trained on how to use both standard software packages and proprietary business systems are less likely to need Service Desk support
  • Learn from consumer facing organisations such as telecoms; establish intranet resources, video guides and FAQs to help users deal quickly with recurring and easily solved issues

5.    Set user expectations at every contact

  • When a service incident is initiated let customers know when they can expect resolution or at least an update of status

6.    Performance visibility

  • Log every call
  • Apply metrics that support business goals
  • Don’t just measure load and response time; develop metrics which include quality, satisfaction, and improvement aspects (for instance, “first time fix” or incident trends over time)

7.    Continuous Improvement

  • The collective experience of your service desk staff and feedback received can give the most valuable guidance in terms of the effectiveness of current systems and requirements for the future

Service desk training courses to help you achieve best practice:

SDI Service Desk Analyst Courses
SDI Service Desk Manager Courses
ITIL Operational Support & Analysis Courses