Archive for August, 2011

It’s a Perfect 10: Rules that Can Help You Manage Your Help Desk Better!

August 28, 2011 2 comments

We came across this recent story providing useful tips for ‘slick and sane’ help desk management.

Since we know how crazy the help desk environment can be — and how difficult it can be to streamline operations and ensure your support personnel AND end users are happy — solid guidelines like these can go a long way.

Enjoy this read, and then stop by for more tips, tricks, and advice on how to optimize your help desk operations. Be sure to visit our ‘Help Desk Coach‘ resource section for real help desk Q&A, white papers, case studies and more.




Ten rules for a slick and sane helpdesk

1. Patience
If you’ve done any remote support, you’ll know that users can really tax your patience. I have actually had users seize control of the mouse from me while I am trying to solve their problem — just so they could compose an email.

Many users seem to think their problem is the only one you have to deal with and prevent you from working efficiently. Some of them struggle with the terminology needed to communicate their problem to you. It is essential to have patience in reserve when dealing with these types of people. Not only will your patience help them, it will keep your blood pressure down.

2. Compassion
I have experienced users crying on the phone because of an IT problem. In these instances, your compassion is essential. You must remember that in some cases their problems are preventing them from completing an important task or doing business. When users have a lot at stake, their stress levels can be high and they’re bound to be tetchy. Put yourself in their shoes and imagine how you would deal with it. Try to be understanding so your users feel you are on their side and doing everything to make the problem go away.

>> Click here to see the rest of this story

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