We've discussed before that selecting the right managed IT services provider for your organization takes diligence. It is rarely the price of services that differentiates one MSP from another, but rather the processes, documentation and focus on customer experience. When evaluating potential service providers, one area you should explore in depth is fundamental to successful outsourced IT support: the helpdesk desk. Before signing any managed IT services agreement, you should fully understand how that MSP approaches IT helpdesk desk, from service level agreements to ticket resolution rates, and other IT helpdesk desk best practices.
Questions to Ask About IT helpdesk Desk Best Practices
An IT helpdesk desk committed to customer service is built around several key pillars that collectively provide a positive experience for users while also delivering effective problem resolution. To understand your potential MSP partner's approach, ask the following questions:
What Level of Technical Expertise Does the IT helpdesk Desk Team Have?
It may seem obvious that the support team includes people with strong technical knowledge and expertise in networks, software, and hardware. However, some service providers may not be willing to invest in high-level engineers or those with extensive experience.
Be sure the helpdesk desk staff has a range of certifications, experience, and any specialty focus that aligns with your needs. Beyond expertise, the IT helpdesk desk team should be equipped with professional development plans that encourage continuous learning and training, much needed in an industry that evolves as quickly as technology. They should also be supported with training that enables them to approach complex and difficult situations with an open mind and a commitment to problem-solving, even when it takes more time than a quick fix. The ability to identify and resolve issues efficiently is at the core of helpdesk desk service.
How Does the IT helpdesk Desk Communicate With Customers?
Quick, clear, concise communication is essential when it comes to IT helpdesk desk best practices. IT support staff should be able to explain technical concepts in layperson terms and avoid jargon. They should also provide regular updates on issue resolution progress—including an initial response to confirm the support ticket has been received, an update on the priority established for the ticket and anticipated timeline for response, and, finally, confirmation the issue is resolved. Most MSPs leverage a client service portal to not only accept support tickets but also to provide updates. That portal offers customers a one-stop shop for questions, communications, and other resources, such as a knowledge base that can offer self-helpdesk guidance for simple problems.
Speaking of Timely, Ask About Service Level Agreements
IT service desk best practices are rooted in service level agreements, which define and establish clear expectations for ticket response times and resolution targets. That documentation typically covers the MSP's process for setting priorities for IT helpdesk desk tickets, ensuring that customers understand what levels of priority exist and how those decisions are made. SLAs are key when it comes to aligning customer and service provider expectations.
Why is this documentation so important? When an IT issue is a high priority, it can impact an organization from its employees to its customers, wreaking havoc if not resolved promptly. Having the IT helpdesk desk processes captured in a way that clients fully understand what to expect is a crucial step in customer satisfaction.
Most service organizations depend on helpdesk desk software that guides the helpdesk desk team through proven steps to resolve issues in a way that aligns with their documented SLAs. Supporting those efforts should be a modern ticketing system that can handle all levels of support ticket volumes, as well as project management tools that streamline efforts by the IT helpdesk desk. An effective MSP IT helpdesk desk should maintain a comprehensive knowledge base and documentation system. This helps in quickly finding solutions to common issues and ensures consistency in support. These documents often provide the framework for measuring success with an MSP, providing easily measured key performance indicators that can be reviewed during quarterly business reviews to ensure both sides of the partnership are in alignment.
What Processes are in Place to Ensure Security and Compliance?
Every MSP should have protocols in place to protect customers, such as multi-factor authentication (MFA) for submitting tickets or requesting support on a phone call. A potential IT helpdesk partner should be able to walk you through the steps their helpdesk staff follow in order to adhere to security best practices and compliance with data protection regulations. In light of recent cyber attacks that leverage loopholes in IT support processes to breach sophisticated cybersecurity systems, be sure to drill down with your potential MSP about each step in the security process. This is especially important when it comes to protecting your environment during remote sessions, as well as understanding how they ensure that they are working with real employees of your business.
Another element of helpdesk support best practices is their ability to meet compliance requirements, such as backing up data regularly and securely, asset management and control, and adhering to clearly defined security protocols and policies.
Other IT Helpdesk Best Practices to Watch For
One element of an effective IT helpdesk can be challenging to measure, but it is equally important when evaluating an MSP's IT help des best practices. service desk team members should not just be knowledgeable about technology. They should also show empathy toward users who may be frustrated or stressed due to technical issues. Patience is essential when providing effective customer support. The IT helpdesk team should be friendly and responsive when interacting with users, keeping in mind that the customer requesting help is having a frustrating experience, and looking for help.
Another element of this particular IT helpdesk best practice is training and educational resources that help end users avoid common issues and empower them to use technology effectively. As previously mentioned, many MSPs offer a knowledge base resource that helps customers with self-service, encouraging them to resolve simple issues on their own.
By upholding these pillars, an IT helpdesk can deliver excellent service that not only resolves technical issues but also fosters a positive relationship between IT and users, promoting user customer satisfaction and productivity.
Work With a Partner That Follows IT Helpdesk Practices
In this article, you've learned about some of the most common IT helpdesk best practices, along with some important questions to ask a potential helpdesk services provider. With this information in hand, you'll be able to choose the best possible partner for your business. Since 1997, Exigent Technologies has provided dependable IT helpdesk services designed for businesses like yours. With the help of our experienced technicians and advanced ticketing system, you'll resolve technical issues faster and regain control of your workday. Experience the benefits of having access to a helpdesk team that provides trustworthy support whenever you need it by partnering with us.
For more information, contact us today to schedule a free consultation.
