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Running a Successful IT Helpdesk

The helpdesk at a company is there to troubleshoot when there are technological bumps in the road. With that said, if it is not well run, it can create far more problems than it solves. Here are 5 pointers for making sure things run as smoothly as a well-oiled machine.

1. Ask For Help When Unsure

Just because you are the head of the department or some other person that has a leadership role, this does not mean that you do not have anything to learn. It is not realistic to believe that you will have the answers to all of the issues you are approached with. For this reason, you have to be logical and reach out for help when the moment calls for it. 

Everyone has a role to play and you should be mindful of this. Don't incorrectly assume that asking someone else for assistance means you are not good at what you do.

2. Set Client Expectations

When people call the helpdesk, they do so with the understanding that anything they are struggling with will be miraculously fixed in a matter of minutes. This is not always possible and you should make this clear early on by managing client expectations. If they are aware of your limitations and they know what to expect, it will increase the likelihood of them looking at this as a positive experience.

3. Continual Learning

As was mentioned earlier, it is necessary for people to be open to acquiring more knowledge at any given time. Being stagnant is a great way to show the world that you should not be taken seriously. Offering top-notch service is all about staying current and offering people the best possible assistance. Whether you need to attend IT conferences, take some classes such as the itil foundation course online or watch a few videos on the Web, you need to make it a point to expand your knowledge base whenever you get the opportunity.

4. Be Proactive

Sitting there endlessly waiting for the phone to ring is not the way that a successful IT support department is run. In fact, you should do everything you can to show others that you are proactive and there to lend a hand, even before they even knew it was necessary. For instance, get in touch with those you have previously helped to make sure that things are running smoothly. Taking the initiative is what separates a great IT specialist from the rest.

5. Prioritize The Ticketing System

These days, most IT teams place a huge emphasis on the ticketing system. While this does not mean contacting them in another way is impossible, this method takes priority. Make your customers aware of this so they know what to expect when they are trying to get in touch. The better your ticketing system is managed, the more efficient your team will be as a whole.

If you are part of the helpdesk department, you are an integral part of a company being successful. As a result, it is important that you do everything you can to ensure things operate as efficiently and productively as possible.

Copyright statements

ITIL® is a registered trade mark of AXELOS Ltd, used under permission of AXELOS Limited. All rights reserved.

PRINCE2® s a registered trade mark of AXELOS Ltd, used under permission of AXELOS Limited. All rights reserved.

OBASHI® is a Registered Trade Mark in the United Kingdom and other countries

BRMP® is a registered trade mark of Business Relationship Management Institute

OBASHI® is a registered trademark of OBASHI Ltd. All rights reserved.
COBIT® is a trademark of ISACA® registered in the United States and other countries.

The International Organization for Standardization (ISO) is a non-governmental organization which is a network of the national standards institutes of 156 countries. ISO is the owner of the ISO/IEC 20000 standard.

ITIL, COBIT, RESILIA and ISO Courses are provided by IT Training Zone Ltd, an ATO of AXELOS.  The BRMP and OBASHI courses on this page are offered by IT Training Zone Ltd an ATO of The APM Group Ltd.

All other accredited course material is provided through Accredited Training Organisations (ATO) registered with the relevant accreditation authority. For further details please contact Helix Learning direct