Helpdesks.
From time to time they can get a bad reputation for leaving users feeling unsupported. With best practices in place, it can be a smooth and efficient process, leaving users feeling confident that experienced help is at hand. Effective helpdesk support should be structured, organised well, and helpful!
Our helpdesk agents here at Escone Solutions are expertly trained to assist our clients, and seamlessly navigate and overcome issues that arise.
Through our business application helpdesk service, Escone Assist, our agents instinctively know how best to guide customers concisely and swiftly. Firstly, our user-friendly, cloud-based customer support tool delivers remote super user helpdesk support. Our clients have direct access to our team of experts with years of experience ensuring we work quickly and effectively to provide ongoing support and maintenance to keep your business systems operating effectively.
Our seven strong helpdesk team use a range of strategies and procedures that help streamline their processes and ensure they stay at the top of their helpdesk game.
What are those strategies you may ask?
1. Keep audit trails.
If a ticket number already exists, never start a new email thread. This keeps communication clear and consistent, prevents loss of emails, builds up knowledge on the particular issue and creates an audit trail for future reference.
It also avoids wasting time trailing through emails to find what we are looking for.
2. Training and sharing knowledge.
We cannot stress enough the importance of investing in internal training! Training ensures our team keep on learning and building on their specialist areas of expertise. The more we know, the more we can help.
We believe in reverse learning and sharing our combined knowledge internally. This not only creates a better connection within the team but also allows skills to advance quicker as our team get a more ‘personalised’ overview. With knowledge being shared, an absent employee will not cause downtime, as someone else in the team will easily be able to pick up their work
3. Go the extra mile.
A little bit of personal touch goes a long way.
We are family centric at Escone so making the client feel special and valued is important to us. It helps build stronger relationships and the better the relationship, the greater the trust, giving our clients the confidence, they are in safe hands.
To go the extra-mile, we often highlight that our team is there to help in more ways than one. We don’t just solve issues, we can motivate you by walking you through processes and educate you on how to solve the problems, so you can do it for yourself the next time.
A great way of doing this is through a screen-sharing system such as Screen Connect (lesser known than Zoom and Teams). It is extremely helpful in allowing agents to see how the customer is using the system and can give a much clearer insight into the fault. Screen Connect allows much more transparency between the user and the helpdesk agent.
4. Proper document management for change control
There is nothing worse than bad documentation management when it comes to change control! To make your life easier, we manage change by:
- Documenting a change request detailing what you want to do and outlining a clear test plan for client sign-off
- On sign off, we create user guides for specific processes
- We never send uncontrolled documents as you will not guarantee the same across the board
- Align all documents in folders as it gives ease for finding and using
By following these simple strategies, our team is well on our way to closing helpdesk queries more efficiently than ever before.
If you would like any more information, please do not hesitate to get in contact today.
