3 Tips to Tackle Common Help Desk Challenges
by Lea Rabinowitz on

Imagine being under the microscope, while also shouldering the responsibility of company-wide productivity. That’s IT in a nutshell, with the help desk as the front line for any dissatisfaction or service interruptions that end users experience.

In the past, with on-premises solutions, being the enterprise hero who could solve a problem quickly was difficult. Now, as organizations shift to modern, cloud-based solutions, some of the pain points have been alleviated, only to be replaced by new challenges. It’s true that with SaaS and cloud adoption, there is less day-to-day technology management. However, the help desk must be prepared now to support a mostly off-site, diverse set of applications.

When things go wrong, whether the resources and applications reside in the cloud, behind the firewall, or a hybrid of both, the IT help desk is expected to respond—and fast. Users don’t know, or care, which team owns the resource; all they want is for things to work smoothly so that they can too. Because of this, many IT organizations are going through a reconciliation period as they bridge the gap between data that lives in the cloud and data that resides on premises. To help, we’ve put together the top three tips for having a successful, modern help desk operation.

1. Monitor Corporate Social Media

During hours outside of work, employees have their heads buried in social media platforms. The comfort level and reliance on such experiences has led to a natural progression of adopting analogous corporate social media tools to collaborate. Unsurprisingly, as employees begin having more conversations, they often include venting and assistance seeking. This presents an easy way for IT and the help desk to plug into the user experience and harness feedback, or even deflect issues. By monitoring the channels for IT-specific issues, the help desk becomes a proactive force that is able to raise awareness about self-service resources, and urge users to submit tickets.

2. Match User Requirements for Speed and Quality

IT has, and will always be a service organization, with the help desk being the face of user support. While the main focus used to be managing technology, tides are shifting to a customer service view that uses satisfaction as a measuring stick. To achieve high levels of customer satisfaction, IT is turning to industry-standard best practices. While not all equal, methodologies like IT service management agree that there must be a way to visualize the interaction experience from the customer perspective. By doing so, the help desk is able to meet the speed and quality of support that is in demand more now than ever.

3. Choose a Software Tool, and the Right One

To meet the C-suite’s expectations of IT to act better, faster, and cheaper, many are turning to SaaS products like ServiceNow. Using the appropriate software, IT is able to quickly implement a solution that consolidates on-premises tools into a single, easy-to-use service management platform. These subscription-based models are affordable, have fewer security issues, and don’t require hardware or maintenance costs.

Adopting ServiceNow, or a similar solution, adds a new channel for help desks by providing self-service capabilities. Modern demands, like fast response, can also be met by using chat features and forums.

Modernizing the help desk to move in step with cloud and SaaS won’t happen overnight. But as the tasks outlined here are accomplished, the IT organization will be able to measure the impact on end-user satisfaction and overall productivity.

While the cloud might lessen maintenance concerns, support organizations must stay vigilant by using proactive monitoring to foresee issues and find the root cause of problems right away. Take a look at how other modern businesses have used our performance monitoring tool for SaaS and cloud apps.

Filed Under: cloud computing, Performance Monitoring

Tags: help desk , SaaS applications , ServiceNow