What is the support systems department

Hello IT ... 4 reasons why you should implement a help desk system for your IT support

You know it for sure: You are doing an important task, suddenly the internet connection is interrupted, an update is running or access is blocked. Most corporate employees today are dependent on computers. If something doesn't work, the line to the IT department gets hot. Things then quickly get hectic for these employees.

To avoid this situation, many IT departments have set up a help desk. The goal is:

  • keep track of all inquiries
  • Process support tickets faster
  • Satisfy internal and external customers

Even if it would make sense for most companies to introduce a help desk, so far only some have relied on well-engineered solutions. We give four good reasons why you should switch to a professional system.

Reason 1: email inquiries - less is more

When it comes to reporting a support issue, email is still number one. A third of all companies use them for their support inquiries. But there is a catch: it is delivered with one click, but the e-mail is now what the business letter used to be: slowly.

The email itself is written quickly: "Dear IT team, our printer is not working. Could you please take care of it? Thank you". Send. Problem settled. But is that so? IT managers often receive far too little or insufficient information to solve a problem. Then there is a ping-pong of questions and answers until a solution is found.

Or - not so rarely - the "black hole" in the e-mail inbox. Requests disappear and never reappear.

So you better avoid emails, because:

  • E-mails are often sloppily written.
  • Queries for further information are the rule.
  • IT managers have to gather information from different answers.
  • A shared inbox harbors dangers: everyone is relying on the other to solve the problem.

But not that you now believe that we want to condemn e-mails across the board. They're a great invention - but not for managing your IT support requests. This is better done with a sophisticated help desk system. Support inquiries are recorded via an online form, by telephone, by a support employee or by email and entered directly into your ticket system. So you always have an overview of all inquiries, responsibilities and the status of processing.

Expert tip

If you suffer from too many emails in your company as a whole, read here how you can get the flood of emails under control.

Reason 2: better prioritize support tickets

It is very important to find out the urgency of IT inquiries. Ordering a new projector for the meeting room is often not very urgent. But the replacement of the defective printer in the shipping department, without which the papers for the delivery cannot be printed, is critical - and the traffic chaos on your premises and angry customers are inevitable.

But often the urgency is not so obvious. It is therefore important to classify and prioritize support tickets in the right categories so that they don't end up being critical. Which system do you use for this? Do you have a list of requests in red, yellow, and green? Or do you just stick post-its on your screen for the most important inquiries?

It is definitely better to use a sophisticated help desk system for this. These systems have many intelligent setting options. Once you have defined when a request is to be classified as critical, important or less important, simple automation mechanisms can be set in motion. Your overview will then show you how long a problem has existed and what priority it currently has. This saves the support staff a lot of work and reduces errors in the assessment.

Expert tip

The Atlassian JIRA Service Management software offers a wide range of options for support departments, a clear help desk interface, automated workflows, and sophisticated reporting and controlling options.

Reason 3: measure customer satisfaction

With a help desk and a well-functioning support team, you can significantly increase customer satisfaction. That was why you wanted to implement a help desk system, wasn't it? It is important for IT managers to find out

  • what types of inquiries occur frequently,
  • how quickly the customer was contacted,
  • how long it took to solve the problem and
  • how satisfied the customer was with the solution.

A help desk solution provides you with a lot of data over time. For example, how high the support volume is compared to the day, month or year before. You can see whether the number of different types of inquiries is evenly distributed, which areas are particularly busy and where countermeasures need to be taken. From this information, IT teams can derive various optimization options, such as improved documentation for your applications, FAQs or improved internal processes.

Not bad, right? Have you ever wondered how to get all of this information out of your email inbox and all of the post-its on your screen?

Reason 4: "Help for self-help": Solve problems yourself

Do your IT staff sometimes feel like they are walking manuals? Users want to know how to operate the printer or change the toner, how to use certain software or how to apply for system access. But no matter how tricky the question is, it has probably already been answered. You should therefore not reinvent the wheel, because in support it depends on the speed of reaction.

In such cases, introduce "help for self-help" - for example as an FAQ list or in the form of a knowledge database. Operation is usually very simple and no longer new territory for modern IT users. The user searches for a keyword and a list of suggested solutions appears. At the push of a button, a wide variety of information such as step-by-step instructions, operating instructions, best practices, process specifications and much more are made available in a wide variety of formats such as PDF, image or video.

The "best" problems are still those that can be solved directly by the user himself.

Expert tip

We know that the majority of users first try to solve a problem without help. So turn your documentation into a help center where your customers can find the answers themselves.

Keep an eye on your customers

Give your customers the opportunity to get in touch with you easily when they have technical problems. A help desk is the best way to do this. Inquiries are recorded, prioritized, processed and measured in a structured manner. It is really surprising that many companies deal so carelessly with the subject of support and the qualification of support staff and put customer satisfaction at risk. K15t Software advises you on setting up a help desk with JIRA Service Management.