Service desk professionals manage customer service requests and deal with support tickets. Usually, these professionals also utilize a specific software to save on money, time, and effort.
When you set up a service desk, you’ll need to train staff, assess your needs, and give your team the tools they need to respond to client concerns.
If you would like to learn how to set up and operate an effective service desk for your business, then keep on reading, and we will take you through everything that you will want to know!
1. Decide What Support Your Desk Will Deliver
Usually, service or help desks are places for receiving basic client tickets and fixing client problems as they are reported. However, they can also serve a more strategic purpose by acting as a centralized location for building a self-service knowledge base, centralizing customer information, and managing customer service workflows.
A service desk can also be expanded to include service requests across the company. So the desk can help both external and internal customers.
2. Determine Your Help Desk’s Staffing Needs
One of the first questions that you will likely come across when starting your service desk will be about how many people you will need to staff the service team. This will mainly depend on how many customers you have and the number of inquiries you typically get.
3. Define Your Priorities
When you are coming up with your options for your support tickets, you’ll want to assign, prioritize, and categorize tickets that you get based on your specific business requirements.
For example, an effective ticket management system will offer the chance to automatically send tickets to a team that can offer specialized help. This can be something like tech support or billing support.
4. Create Canned Responses
If you are getting frequently asked questions (FAQs) from your clients, then you should take some time and write out responses to the most common concerns. This will save your team members a lot of time and allow them to tackle the most unique and complicated issues.
5. Track and Improve on Key Metrics
If you want to make your service desk as effective as possible, you should try to constantly improve your system. Use reporting tools to analyze key metrics to better understand how effective your service desk is.
You can also follow up on all client interactions by using surveys to gain helpful information. This will give you feedback that a computer couldn’t provide.
The Importance of Knowing How to Setup and Operate an Effective Service Desk for Your Business
Hopefully, after reading the above article, you now have a better idea of setting up and running an effective service desk. While it will take some time to get it right, creating this service will help you better serve your clients and grow your business.
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