Helpdesk Optimization for Many Organizations, Support Departments

¶ … Helpdesk Optimization

For many organizations, support departments for the resolution of customer problems are an afterthought. After all, shouldn't the product be so well-developed, so user-friendly, so cleverly designed, so perfect that no one should need help implementing and using it? However, aside from apples (the edible kind) the foolproof product has yet to be developed. This means that users will require support -- and in order to maintain customer loyalty and satisfaction, this support should come from the source. Helpdesk dynamics need to be as well-engineered as possible in order to ensure maximum efficiency and minimum customer frustration. Below, I'll talk about the five most important things IT managers need to do in order to optimize helpdesk performance.

The Right Tools For The Right Job: Support techs and consultants need to be able to stay on a call as long as it takes to close the problem satisfactorily. Help desks, therefore, must be given the same high standard of ergonomic design as other office space. Good lighting, minimal distractions, high-quality seating, desk space, headphones, and peripherals are key to better service and low turnover. Decreasing turnover may be difficult for a position that has few opportunities for advancement, but an experienced helpdesk consultant is worth their weight in gold.

2. Support Ladders That Don't Break: IT managers must choose a task management and call tracking system that allows helpdesk staff to keep track of whose problem is whose, and which staff have dealt with which sorts of problems. Calls or queries should also be able to be escalated -- passed on to higher-level support beyond the helpdesk -- in an orderly and understandable fashion. Problem management frameworks and responsibilities should be agreed upon across departments, to minimize buck-passing and thus, minimize stress and client dissatisfaction (Mager & Pipe, 1997).

3. Team Spirit: Support desk staffers have a stressful job, dealing with irate or impatient clients and troubleshooting problems that they may have little experience with. Maintaining motivation is essential in order to keep helpdesks running smoothly. Human management does not always come naturally to helpdesk administrators, but they should use what they know about team dynamics to keep the competitive fire going. Managing with rewards, games, and frequent praise for good exemplars functions better in helpdesk scenarios than managing by fear of punishment or poor quarterly reviews (Lopp, 2007).

4. Not A League Of Their Own: Building on the "team" metaphor, don't allow your helpdesk to feel like they are isolated from the other teams in IT or in the rest of the company. Support staff perform critical functions, and should be one of the most heavily-invested "features" in the product -- the only one with a human face. If possible, give onsite support an equal rank in terms of resources with Marketing; be wary of outsourcing support unless you are absolutely confident that offsite staff can meet your standards for training and competence with the product.