What Makes IT Help Desk Services Great?
An MSP is only as good as the help desk services it provides when you need them most. Many MSPs promise great support services, but not all deliver on this promise.
What makes some IT help desk services stand out, and what makes others fall short? Let’s look at the Iconic IT Great Help Desk services play book.
Great IT Help Desk Services Tip #1: Listen to Clients
Your MSP’s help desk should be focused on you, the customer. Every call a great help desk receives should be given the full attention of the techs. No matter how busy they are, your call should be treated as important. This is a factor in deciding if you need a new MSP altogether.
Techs need to be approachable, with a friendly personality and a helpful attitude. There is no place for “tech talk” in IT help desk services; you need to fully understand what is happening in your organization and what the techs can do to help you…in plain English.
As an MSP client, you should expect that you will always have the three “R’s” of IT support services:
- Response: When you call or submit a ticket, you will be connected to a tech that can help you
- Resolution: You will get an explanation of what needs to happen, what you can expect during the resolution process, and how long it’s expected to take to fix your IT issue
- Revisiting: The job of an IT help desk services doesn’t end when the issue is resolved. A responsive IT help desk should follow up with you and make sure the solutions are continuing to work.
Many people are anxious calling the IT help desk. Iconic IT’s help desk services are designed to put you at ease, from talking to a live person when you call to having your issues treated with respect. We’ve all kicked a plug out of a wall or accidentally locked ourselves out of a login page. Even the smallest issue isn’t small when it’s your organization experiencing it. Your MSP should treat a spilled cup of coffee on a keyboard with the same importance as a crashed network.
Iconic IT prides itself on hiring friendly and helpful techs. No matter when you call or who you speak with, you can expect the same helpful attitude. Great IT help desk services means you will never worry about calling and getting “That Guy.”
When your issue is resolved, you can expect a request for feedback. Make sure you take a minute to provide this; your answers tell the MSP what they did great, and what they can improve in their process.
Great Help IT Desk Services Tip #2: Experience and Expertise
Have you ever called a customer service representative in any situation and wondered if you would have been better off on your own? So many help desks seem to follow a carefully crafted script, which isn’t so bad until you have an issue not covered by the script.
This is what happens when ordinary people are placed in positions that require a certain level of expertise.
Your MSP’s help desk services should include a knowledgeable pro on the other side of the phone. If your issue is a complex one that is above the level of expertise of the tech on the phone, the tech should find you the answers you need, or the right person to help you, and get back to you in a timely fashion.
The help desk staff should be familiar with all the big players, such as Dell, HP, and Microsoft. They should also be well-acquainted with the tools the MSP has set in place for your organization.
Iconic IT has an incredible talent pool, and many resources, to get you the help you need. When you call for IT help desk services, we find you answers and solutions when you need them.
Great IT Help Desk Services Tip #3: Proven Processes to Help Clients
A great MSP help desk will have a process in place to handle your requests and issues. There will be an IT triage system in place to diagnose your issue and submit your issue to the tech most able to provide you a quick resolution.
You will want to know how long, on average, it takes the IT help desk to resolve similar issues. Iconic IT understands that every minute your network is down is a minute too long. Does your IT help desk have after-hours options? IT issues don’t recognize 9-5 schedules; your MSP should offer an option for help no matter what time of day you need them.
Once your issue is identified, help desk techs need to be able to try and provide solutions via remote access or other avenues before sending a tech to your office. These remote options save time and money, getting you back to the business of your business in “real time.”
Great IT Help Desk Services Tip #4: The Right Information at the Right Time
How frustrating is it to have to repeat your corporate information multiple times when trying to contact someone for your IT issue? A great help desk will have your information stored in a database, ready to access as soon as you connect. This database will go deeper than just name and phone number; a well-prepared IT help desk services platform will have your infrastructure available, including hardware and software your company is using, as well as the proactive strategies they have been implementing.
Your service tickets should be logged for easy access and the tracking of past IT issues and solutions. Why re-invent the wheel? If you had a similar problem before, the solution will be at your tech’s fingertips. The solution may or may not have worked in the past. Having these tickets readily available means your tech won’t have to start over each time you call.
Great IT Help Desk Services Tip #5: Follow Best Practices and Defined Procedures
Nothing is more aggravating than not knowing what to expect when you pick up the phone to call your IT support services. A great help desk has streamlined how they handle requests including answering the phone, explaining the resolution process, and ticket triage.
They are also prepared for The Big One, ready to spring into action if something out-of-the-ordinary causes a catastrophic system failure.
Iconic IT knows that many times, once a client is brought into the Iconic family, the help desk becomes a trusted resource for the organization. Our IT help desk best practices are defined and followed consistently, with room to grow and improve services based on our clients’ feedback.
MSP support services should never stop growing to match the needs of customers.
Are You Getting the Support You Need?
Iconic IT focuses our attention on customer satisfaction. You aren’t just a ticket for us, we genuinely want to help you. It’s apparent to anyone who calls our IT help desk services; you are our priority.
Ready for a free consultation to see how great it is having a support team that…well, supports you? Contact us for a risk free, no obligation consultation and let us prove it: our help desk services are second to none.