Like most people who are committed to providing a service to their customers, I have many ideas about how the service could be improved.
TheHelp Desk is a key area for an IT service that is often neglected.
The industry is plagued by poor relationships between service providers and customers. As service providers, we have little understanding of our customer’s current business, aspirations and difficulties. The Help Desk provides one of the few effective channels of communication with our clients. As such, its importance should not be underestimated.
The Help Desk provides a unique opportunity for us to understand:
- where our systems are faulty,
- where we are failing to provide quality service,
- our customers need training and support,
- where our customers are unaware of the offerings,
- who our customers really are, ie. the organisation’s key information workers.
It would be useful to enquire of Help Desk staff / logs:
- What kinds of problems cause the users most inconvenience?
- What kinds of problems occur most frequently?
- What do users want us to do to improve our offering?
- Which groups of users call us most often?
- Are there some kinds of calls that are really difficult to deal with?
- What else could we do to serve our customers more effectively?
We can then use this information to empower the rest of the department to:
- Serve customer’s needs more effectively,
- Change the nature of work for Help Desk staff from the “same old thing” to more interesting problem solving tasks.
One suggestion is to establish a Wiki where Help Desk operatives, customers and other IT people could collaborate to post answers to FAQs.
Well, I can dream, can’t I?