In today’s tech-forward world, building a capable IT service team is essential for businesses hoping to scale tech-related hurdles and soar past the competition. Whether you’re hoping to reduce downtime through technician troubleshooting or aid consumers with digital malfunctions, investing in an effective service desk is a must.
Read on for tips and tricks to assembling a hard-working, tech-savvy IT team.
What is a service desk?
Businesses from every sector employ IT service desks to serve as a point of contact between service providers and users. Typically, patrons fill out a short questionnaire online before being directed to a technician who will help resolve the tech-related issue.
Invest in your team
So, how can you build and manage a resourceful team of technicians? Start by seeking out top-quality technicians for hire and begin training as soon as onboarding begins. By hiring skilled agents, you can limit foundational courses, skipping to more advanced certifications.
Making sure your team is up-to-date on the current tech trends and troubleshooting techniques will ensure they can sidestep possible roadblocks. Not only will your company seem polished and professional, but your team will meet any service-level agreements or key performance indicators in place.
One of the best ways to propel your service team into high-level performance is by investing in employee training like the ITIL 4 certification, designed to build a strong ITIL foundation.
Implement SLAs and KPIs
Service-level agreements (SLAs) and key performance indicators (KPIs) are great ways to assess your IT service desk team’s ability to resolve user issues.
By asking users to fill out a questionnaire about their experience after each interaction with the service desk, you can pinpoint any significant problem areas. Whether your team’s response times are down or consumer issues remain unresolved, SLAs and KPIs will uncover any inadequacies.
Unfortunately, outages and downtimes may be unpreventable at times due to the unpredictability of tech-based devices and systems. However, by putting an action plan in place for emergencies, you can remain organized and keep communication intact during system crashes.
Consider implementing an automated system that will directly message any users affected by downtimes. Not only will dedicated communication preserve user confidence in your company, but it will also cut down on consumer calls reporting issues, enabling your team to focus their efforts on troubleshooting.
For repetitive, menial tech complications, it may be beneficial for your company to enact a self-service portal for users willing to self-diagnose and solve issues independently. The portal should contain guides and troubleshooting material, as well as a community forum for those seeking further instruction.
Users should also have the opportunity to chat with an AI assistant who can answer common questions and connect users to the IT service desk for escalated issues. Not only will this process help cut down on the workload for your service desk, but it’s also more convenient and less time-consuming for users.
By implementing the strategies above, you can provide a solid foundation for your IT service desk and set your team up for success.