An organization's ICT help desk is now experiencing increasing pressure in its daily operations. The reasons for this are problems with attracting quality employees, retaining quality employees, a temporary increase in incidents during the execution of large projects and the efficiency with which incidents are dealt with. (Too) high pressure on the ICT helpdesk can be prevented. Find out how!
Challenging ICT helpdesk employees has a positive influence on both attracting and retaining quality employees. Indeed, the main reason for employees to leave the ICT helpdesk or simply do not want to work there is the lack of challenge. You can offer a challenge through high ICT helpdesk maturity, advanced training courses and the type of work. Qualitative employees are able to solve more incidents and also do this in a shorter period of time.
Helpdesk software, such as TOPdesk, ensures better customer experiences and optimization of helpdesk processes. All incidents that come in via phone, email and live chat, for example, are centrally managed. Choosing help desk software is crucial, but at the same time a difficult decision. The software you choose depends on a number of aspects, such as current maturity, working method, ambition and budget. By choosing the right help desk software, the ICT helpdesk is able to resolve incidents considerably faster.
A distinction is usually made between first-line and second-line helpdesk employees. A first-line helpdesk employee logs incidents and is the point of contact for users, while the second-line service desk employee is responsible for handling incidents. At skilled service desks, up to 80% of incidents are resolved by frontline helpdesk staff. This requires frontline helpdesk staff with a higher salary, more knowledge and better skills. More and more organizations believe that a skilled help desk pays off in excess.
The purpose of the ICT helpdesk is to register and resolve incidents as quickly as possible. To achieve this, setting up and then setting up the ICT helpdesk is very important. Be sure to think about the correct KPIs where you assess the performance of the ICT helpdesk. Failure to achieve KPIs, for example, can cause high pressure because the ICT helpdesk employees do not meet expectations.
Nowadays, an organization's ICT helpdesk is increasingly using digital work instructions, of course integrated with a ticketing system, to resolve incidents. Especially when it comes to questions about performing a task in an IT solution, work instructions significantly improve the efficiency with which incidents are resolved. With digital work instructions, users need less immediate support in the event of an incident. An additional advantage is that, when users have access to a platform with digital work instructions, far fewer incidents will end up at the ICT helpdesk.
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