Getting Most Out of Help Desk SW London 2016 · 2018. 4. 13. · Getting Most Out of Help Desk SW...
Transcript of Getting Most Out of Help Desk SW London 2016 · 2018. 4. 13. · Getting Most Out of Help Desk SW...
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Getting the Most Out of Your Help Desk
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Brian GugliemettiProduct Manager
Been at Spiceworks for over 6 years and has worked on multiple products. PM for the Spiceworks Help Desk.
Jeff GrettlerIT Operations Manager
Spiceworld Host and Legend
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#SPICEWORLD2016
1. Identify better way to keep track of things2. Implement help desk3. Users ignore help desk4. Madness sets in
Trials and Tribulations(or a brief history of a help desk)
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No Ticket!
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Communicate the “Why”:• Issues won’t get lost• Possible quicker resolution•Can help identify common issues• Let’s your boss know what you’re doing
Tips for Help Desk Adoption
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#SPICEWORLD2016
• "I'm sorry - I didn't see a ticket for your issue - did you put one in?”• Email the help desk and CC their 'favorite tech’• Make it “fun”• Win over your users: "Sorry, I'm on something else right now
that I can't put off. Email the helpdesk so I don't forget to come back to you."• Take the hardline: No work done until there is a ticket
Tricks for Help Desk Adoption
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Do:• Categorize• Add custom fields specific for your environment• Relate devices or software, if possible• Comment regularly• Track time worked• Be consistent• Forward direct emails to help desk• Capture solution for complex issues
Tickets, Tickets, Tickets!
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Automate!
• Ticket Rules• Auto-assign• Prefill fields
•Alerting•Waiting States•Multiple Queues
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Self Service Portal
• Include Knowledge Base Articles•Add common links•Create custom forms
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• Category Breakdowns• Identify top 1-3 categories each week/month/quarter• Determine cause of volume of tickets in those categories
• Training needed?• Equipment replacement?
• Ticket Metrics• Time to 1st response• Time to close
• General Trends• Tickets opened & closed• Categories• Top ticket creators
Feedback Loops
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Reporting
•Determine metrics important to your organization• Regularly run reports to compare and identify trends• Use data to justify expenditures• Breakdowns by tech• Schedule reports
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Additional Best Practices?
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Any Questions?
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Thank You!