Top 5 Help-Desk Productivity Killers

By Christine Kern, contributing writer

In today’s marketplace, customer help-desk services are crucial to the survival of any enterprise. But making these services efficient and timely, while reducing redundancy, poses a particular challenge.

Solarwinds n-able has put together an infographic that identifies five of the top productivity killers, as well as provides tips to overcome them.

1. Manual Ticket Management. Manual process may be simpler, but they are not scalable and cannot measure performance. To overcome these challenges, install ticketing software that can track everything to ensure that the job is completed.
2. Manual Correspondence. According to Solarwinds, “Bypassing your ticket management tool to email someone directly only creates duplicate work later when you have to update support tickets.” Eliminate this redundancy by working through your available tools, saving time and money in the long run.
3. Unintegrated Tools. Using multiple tools that are not integrated causes users to spend precious time moving between them. Efficient help desks use a single, integrated platform to get the job done quickly and cost-effectively, while also tracking results.
4. Remote Control For Everything. Rather than constantly interrupting users to troubleshoot and resolve issues, which wastes time and slows down efficiency, help desks should work through their integrated tools to proactively address issues remotely.
5. Manual Ticket Updates. Any manual processes add time and complexity to the help desk process. When staff has to remember the support steps and type them into a ticket. It causes timely delays and ultimately costs money. Instead, help desks should rely on remote support tools that track work and make it easy to add steps to an open ticket.

The more efficient your help desk, the cheaper it is to deliver service. Reporting and analytics can help you stay ahead of customers to ensure that they are happy. And automation can help address common help desk complaints.

A well run, efficient help desk is the key to retaining and attracting customers. If your help desk relies on too many manual processes and is not integrated with your RMM tool, it can have the reverse impact on your business. A great help desk deserves a great remote control software.