Managing an organization can be complicated. There are numerous teams, as well as teams within teams. Each provides the organization with a unique set of capabilities and objectives. If your employees are still having trouble finding the resources they need to support their technology, or if IT is still reacting to the surge of tickets and requests, it’s time to rethink your strategy’s foundation. Here are a few recommendations to follow while dealing with internal support.
Create a Centralized Help Desk Management Solution
Ad hoc requests are a nightmare for the help desk team. There’s a better method to address these situations, whether it’s instant message requests, email tickets with minimal context, or employees in the office strolling up to IT’s workspace. All of these ways are tough for the help desk to handle, and the requester has a slow, blind experience.
All of this action should be sent to the portal. Create a single location where employees can report a problem, seek access to a business application, or get help with any other technology issues. This avoids any potential back-and-forth, allowing IT to identify and track assets assigned to the requester.
Create an Internal Knowledge Base and Ticketing System
Reduce support tickets by up to 80% by creating an internal knowledge base with FAQs, self-help articles, or how-to videos. Instead of submitting another ticket, employees can use a knowledge base to look for and fix issues on their own. Simply distribute forms, NPS, or employee satisfaction surveys to go deep into employee problem issues. One of the most common issues employees faces when seeking IT assistance is determining who to approach in the first place. Institutional knowledge does not appear to be written down, and it is continually evolving. An internal help desk or directory-based workflow can help direct questions to the appropriate department automatically. However, unless you make it part of your corporate culture to use and, more importantly, publish up-to-date information from the IT team, a Knowledge Base will have little to no impact on your processes.
An internal help desk ticketing system that is well-designed can help your company keep organized, effective, and on top of a large number of internal requests. Support issues can be converted into tickets with the correct internal help desk software. Each ticket can be assigned to a member of the team and tracked until it is resolved. Manage the ticket lifecycle with ease, from capture to solution provision.
Automate the Repetitive Tickets
It’s worth investing some time to write a knowledge base article if help desk technicians see similar tickets multiple times. The internal team will benefit from this since techs will be able to rapidly reference and attach a solution to a repeat problem. These requests could undoubtedly be handled through incident management, but the level of automation and efficiency is substantially lower. It’s simple to keep track of who’s working on what and how each ticket is progressing with an automated workflow. You may either add existing labels to tickets or create new ones to further organize your process. Set up triggers to automate time-consuming chores like auto-responders, reminders, and notifications. You can also schedule a variety of maintenance chores, such as system patching, hardware inspections, security scans, file archiving, backups, and hardware upgrades.
Categorize the Tickets
The basic building blocks used to organize your support desk process are categories. The consequences of choosing the inappropriate categorization strategy will be felt throughout your help desk team, from inefficiencies in request assignment to an inability to effectively report on the types of requests you’re receiving. Assign appropriate employees to internal tickets for quick resolution based on specified rules. Employee tickets can also be automatically categorized.
Look for the term “SSO,” which stands for “single sign-on,” and is a must-have for any internal service desk system. You don’t want your users to create new accounts in another tool; instead, you want them to use the ones they currently have.
It’s just as important to deal with internal employee requests as it is to deal with customer inquiries. Today’s businesses are hyper-focused on the employee experience. Employees are increasingly relying on digital channels for assistance as work shifts from in-person to remote. While the world is in survival mode, businesses are leaning even more heavily on technology to keep their employees connected. To keep things going well, you’ll need a robust internal help desk in addition to communication platforms like Slack and Zoom.