6 steps for building an effective help desk
Developing and maintaining a team of motivated and effective technical support professionals is challenging, but the rewards can prove significant.
Certainly, there’s no substitute for a capable help desk team dedicated to assisting end users. Organizations typically don’t achieve goals if users struggle or employees don’t know how to maximize investments made in applications, cloud services, remote connectivity technologies and other important workplace solutions.
Having access to a team of engaged professionals who are truly motivated to assist others in fulfilling their own roles can be a game changer. This article from TechRepublic Premium relays six steps organizations can adopt to gain such an advantage.
From the guide:
1. CREATE SERVICE TIERS TO COORDINATE SUPPORT
It’s an old habit but one that serves organizations well: Putting staff technicians in tiers to best coordinate service response. Separating help desk professionals into multiple levels helps ensure that no one’s assigned too much ground to cover. (Even the best baseball fielder isn’t expected to patrol an entire outfield alone.) No, two additional players are assigned to assist. Help desks are no different and depending upon the size of the organization, three tiers may work best.
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