How to Optimize Your Service Desk Workflow

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When you have a service desk, you’ll want to ensure you have the best possible workflow process. Not doing so could result in slow problem resolution, unsatisfactory responses, or other difficulties with the process. The good news is there are ways of solving these issues, ensuring everyone who uses the desk remains satisfied.


Understanding Workflow Processes

Help desks are designed to manage incoming tickets, consolidating them into one location. With a service desk, it is possible to standardize requests. Often, you’ll have complex requests coming through since many users prefer to take the first steps toward resolution themselves. Since complex requests are constantly coming through, it is critical to have a process that lets the team at the service desk continually increase their knowledge. And optimizing the process will ensure the requests get taken care of promptly.


Maintaining Communication

You’ll want to communicate with employees to determine their satisfaction with the service they received. You could consider sending out a quick survey after each request has been completed. This feedback is essential to improve the function of your service desk. Determine the way different actions and types of communication affect satisfaction rates. Note both positive and negative feedback and consider ways of improving satisfaction. Once you have determined the most effective techniques, apply them throughout the organization to ensure consistency and satisfaction. But make sure you keep checking in with the employees.

Service desks should also be organized and structured in a way to prevent excessive transfers. An employee should not be moved from one service team member to the next. It is best to be transparent about when employees will be transferred to another member. Everyone should be upfront about their knowledge on a particular issue. Using automated technologies is an excellent way to understand employees’ issues better to be directed to the right person to handle them immediately. Equally essential is excellent communication between staff members. The staff members should let the employee know they understood the issue and are currently working to resolve it. And once you have implemented feedback, let the employees know how you have made changes based on their ideas.


Keep Track of Things

If employees have complaints, ensure you keep track of them and learn who they are resolved. If there are frequently asked questions, it’s best to create a document to be easily referred to. Create records for other questions as well to make a picture of the process used to solve problems. By keeping accurate records, you also simplify the accounting process. You do not need to record every word from the employee but having a general idea of the situation will let you refer back to it later as needed.

You can also use these records to come up with reports to give you a better idea of feedback. You can have your employees input data to help the service desk resolve issues without creating a ticket. Reports also help you maintain transparency to ensure everyone has a great service desk experience.


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