A help desk is designed to enable IT pros to work more efficiently by automating the process of logging problems and cutting the time techs spend manually inserting information.
When you send an email to the help desk, it will receive and log that issue automatically and alert the tech immediately so they can get started on your problem right away. Not only does this process streamline communication, but it also keeps organized, track-able records of all issues that are submitted.
The Keys to Perfecting Your Help Desk Experience Begin With These 5 Rules for True Effifiency
#1 Everything is a Ticket
Whether it's requests, incidents, problems, events, or change management, it happens in a ticket. Internal requests, alerts, emails, phone calls, portal requests...all go in a ticket.
#2 Stay in the Loop
We know you don’t want to be left in the dark when it comes to the status of your requests. Within 15 minutes of submitting a ticket you will get a response or update from one of our technicians. They will provide regular progress and status updates as they work on your issue. We guarantee our techs will resolve the issue and close your ticket within 30 minutes.
#3 Follow the "Five W's" Reporting Basics When Logging Requests
Describe the problem in full detail including "who, what, when, where, and why." For instance, a help desk ticket with "Unable to open PST file on C: drive in Outlook" will work better than "Urgent!" or "Outlook not working."
Include what you were doing, when this last worked, what you tried to fix, how you attempted to work around the problem, and any other salient details that may be of use.
Also, please send one email per request and do not lump multiple requests into one email (for example requesting a log-in and a computer for a new employee should be two requests)
- Tell us who had the problem and what they were doing at the time. If you were not the person who experienced the issue, please provide contact information (phone number and email address) for the person who experienced the problem
- Take screen shots. Screen shots of the problem or error tell us a lot! To capture a screen shot, press CTRL and Print Screen at the same time on your keyboard. This will save the image to your clipboard. In the body of your email message, press CTRL and V at the same time on your keyboard to paste the screen shot into your message. You may also take a screen shot of the issue by using the Snipping Tool within the Programs of a Windows based computer.
- Error message: If you receive an error message, open it up and cut/paste it into your email for the support team to review.
I hope I don't have to also tell you this: be honest. If you did something, mention it. Techs should also admit mistakes when they happen. It's damaging to coworker relations to try to engage in cover-ups and fibs.
#4 All Roads Lead to Rome
Because our help desk is set up for efficiency, everything ends up as a service ticket on our service boards, which triggers the workflows that ensure the right next steps happen quickly.
If you think of our service board as Rome, everything should end up there, regardless of where it started.
#5 Play By The Rules
If you have an emergency it's okay to let technicians know you're having a work stoppage issue, you're "dead in the water" or whatever else is afoot at the moment, and we will work to resolve the issue as swiftly and efficiently as possible. If you cry "Wolf!" too often it may be hard to take your requests seriously down the road.
So while our preferred method of communication is Help Desk email, you may call us if you are unable to send us an email. To track your phone request, we will manually create a ticket for you, so please expect an automatic email from our Help Desk system after you've spoken to us.