Towards a Better Service Desk

As a member of an IT service desk team you have a responsibility to your customers. You’re there to help your customers find solutions to their IT issues. Your over-riding concern is to help resolve their issues quickly and effectively so that they can fulfill the vital business function that you are there to support.

Sadly, so many IT service desks make common mistakes that detract from the service offered but, happily, they are easy to address.

In this blog I’m going to look at 5 tips to ensure that your customer is happy with the service that you’re providing. It isn’t rocket science; it isn’t something that you’ll have to practice for months to master. It’s something that you can implement today.

Let’s get started shall we…?

Listen

First and foremost let’s get one of the biggest responsibilities of the service desk out of the way – to listen.

To resolve your customer’s issue you first have to understand what they’re telling you. Don’t prick up your ears at certain points, don’t jump to conclusions, and don’t let your mind wander – as they say “be in the room”.

Listen carefully to their issue and resolve it. That’s the job.

Treat them with respect

Just because a customer is asking a question that you think has a very simple answer doesn’t make him or her stupid. Not everyone is well versed in IT and so, at times, they may need a little help. When you pick up the phone, reply to an e-mail or head out to conduct repairs – play nice, be professional, don’t patronise.

React and respond

When a customer turns to the IT Service Desk for assistance, they expect assistance. Once you have listened to their query you should strive to find a resolution. Even if you aren’t able to provide a direct resolution straight-away you should look to offer a way of working around their issue. Remember that customers need your assistance to run the business that returns the profits that justify your salary.

Keep them informed

If you’re conducting work for a customer that requires taking something ‘offline’; or you anticipate some length of time to elapse before the work will be completed; then let them know. Remember, they have to make decisions about how best to run the business despite their issue, give them time estimates as best you can.

Get feedback

Nothing helps you develop a service desk like feedback. Ask your customers what’s working and what isn’t. Ask what you could do better. The customer isn’t always right as they say, but the customer is always the customer. They are running the business, not you, so never ignore them. Get them on-side and you’ll find their criticisms helpful and constructive.

An IT service desk thrives on communication, efficiency and the ability to heed and act upon criticism. If you apply all of the above to your IT service desk then I guarantee that you’ll see a marked improvement in customer satisfaction.

One thought on “Towards a Better Service Desk

  1. Stuart – this all rings lots of bells with me. It was my job (in a multilingual environment) for 10 years. I tried to develop the listening skill to the point where I could decide whether the caller would benefit from additional advice to avoid a recurrence of the issue – or not.

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