THE INSIDES OF A MODERN HELP DESK
Help Desks, for most businesses, is an essential part of your daily business operations. Having access to individuals who can quickly and efficiently diagnose and resolve most technical issues can be a lifesaver in some situations but what exactly does a Help Desk do to keep systems up and running behind the curtain of your business?
Most I.T. companies will utilize some sort of Help Desk software platform, allowing documentation, submission of support tickets from end-users, tracking the progress of the issue and providing visibility as well as transparency to the end-users. This software allows support to be streamlined, managing costs and improving resolution turnarounds through ticket history and vendor support. Help Desk software allows the I.T. professionals to navigate support tickets using the Service Level Agreement (SLA) metrics, reporting, and analytics.
Typical SLAs Are Defined by Hours:
Business Hour Response Time
- Eight-hour response
- Six-hour response
- Four-hour response
- Emergency NOW
Response SLAs references the time it takes between the service provider receiving the ticket/call and when the provider contacts the end-user. Using the data from the I.T technician, the client can view the progress of the ticket, vendor references, documentation of troubleshooting performed and more. This allows the Help Desk to meet internal SLA compliance with a business, allowing for improvement in response times and handling of troubleshooting similar situations.
In a formal support arrangement from Mult-T-tech to our clients, we work closely with the business owners to determine what type of SLA’s meet their business needs. It is critical to outline and define those expectations right up-front. This avoids miss-communications and false expectations of response times. As a Managed Service Provider (MSP) we always try to outperform the SLA. That just makes us look better.
Adhering to SLA best practices is ideally what all Help Desks strive for. This allows for appropriate response times depending on the situation and allows the end-user to be able to track the progress of their ticket, using an online support portal website that is typically provided to a client. Most I.T. technicians will do their best to keep the tickets as up to date as possible, improving SLA as well as reporting and analytics.
This is just a fraction of what a typical I.T. Help Desk does to constantly improve response and resolution times for a business. There are additional productivity tools that assist in accomplishing these tasks and allow for more seamless integration into a Network, allowing the Help Desk to see hardware/software triggered alerts in real-time, allowing I.T. to respond appropriately. These tools and the best practices approach can be one of your greatest resources in business. Mult-T-tech offers all of this and more customization to fit each businesses’ individual needs and strives to evolve the process further, as those needs dictate.