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DO YOU KNOW WHAT ARE HELP DESK BEST PRACTICES
We can implement the helpdesk service in an Organization in a number of ways. The UK Government has published a consolidated, significant framework called ITIL (Information Technology Infrastructure Library) which has a recommended guidelines for a Support and service industries. The below are the helpdesk best practices taken from the gist of ITIL processes.
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- Monitor each and every ticket and change requests status daily.
- Categorize Incidents, Issues and change request appropriately.
- Assign a priority for incidents problems and change request according to the urgency and impact on the business and number of users affected.
- Create a mechanism to measure the adherence with the Service Level Agreement (SLA) that defines the rules for incident/requests priorities with response and resolution times.
- Optimize the utilization of your IT resources, in accordance with the availability of the stakeholders and a number of incidents and a number of efforts need to be carried out for an incident/problem/requests.
- Try to get auto feedback about the service and support from the end user’s point of view.
- Dashboards reports and measure processes associated with the incident, request, problem, change, configuration and release management.
- Build relationships with application & infrastructure development and have a habit of continuous improvement within the team with necessary backup plans and knowledge transitions.
- Don’t allow any service personnel to struggle for too long time with a single problem. Automate the escalation process to next level expertise in such cases so that it will decrease the overall open ticket count and user frustration while increasing productivity.
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