How IT Leaders Use Help Desks To Improve Employee Experience


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Dmytro Lazarchuk is a co-founder and CEO of Relokia with more than eight years of knowledge in digital internet marketing and knowledge migration expert services.

According to Forbes Insights, 89% of executives at higher-carrying out firms see a strong optimistic correlation among a exceptional personnel working experience (EX) and excellent consumer provider. Meanwhile, the endeavor experience—or obtaining all the required resources and methods in spot to attain get the job done efficiently—is a critical ingredient of optimistic EX.

But how can you make absolutely sure that your workers have almost everything they want to get their operate finished if 1 out of 3 operates exclusively from household and 21.8% alters involving household and office? How can you supply them with brief and economical tech support any where and whenever?

An IT aid desk answer is the answer. It lets your workers immediately resolve their IT services requests, helps your newbies with engineering set up and security protocols and shares info about new instruments and features and how to use them.

If you might be building or shopping for a aid desk solution, be positive to seem for or prioritize the adhering to abilities.

Omnichannel Assistance

Omnichannel assist implies leveraging a number of conversation channels to give a solitary unified support practical experience. Some of the channels IT assistance desk options give incorporate the adhering to:

• Stay chat messaging, available from computer systems and smartphones, helps make it easy to get aid no make any difference the place your workforce are—at property, in a espresso store or in the office—without sacrificing protection.

• Cellular phone and SMS assistance makes it possible for your staff members to get well timed IT support even if they have no world wide web link.

• Email nonetheless continues to be a well-liked channel of communication.

With 61% of employees preferring to function remotely, omnichannel aid turns into a key advantage that aids your personnel accomplish constant workflows.

Self-Company Abilities

Self-service alternatives permit your employees fix problems and discover solutions on their own whenever and everywhere without the need of direct entry to IT assistance reps.

Creating a effective knowledge base is the initially and most immediate way to place staff towards alternatives. A knowledge base features articles or blog posts, FAQs, how-to guides and other practical information and facts that allow end users to complete frequent IT fixes.

With personnel self-support, personnel can create tickets and assistance requests when an rapid difficulty repair or IT support is unavailable. The moment established, they can test the position of their tickets and edit or delete them.

Omnichannel self-service know-how boosts employees’ efficiency because they can promptly solve most problems with no achieving out to an IT guidance human being. It also frees assist reps from managing mundane, repetitive requests so they can emphasis on tasks necessitating arms-on support.

Automated Flows

Your assistance reps devote the lion’s share of their productive time on handbook, repetitive responsibilities, this sort of as rummaging as a result of inboxes to distribute unresolved tickets, sending abide by-up e-mails on ticket position to shoppers, and so on.

Fortunately, place of work automation lessens the load of redundant do the job for your brokers. Your enable desk answer ought to be in a position to automate all of these duties:

• Incoming ticket routing spreads the workload evenly and assigns tickets to available agents who have the ideal knowledge. Ticket prioritization makes certain that the most urgent issues get dealt with to start with. Ticket escalation lets your process to redirect tickets to a senior consultant if the 1st agent to interact with the client can not resolve the challenge.

• Abide by-ups automatically update staff on the standing of their help requests.

• Surveys acquire rankings to gauge employee pleasure with support-desk ticket processing and resolution.

Automating these attributes enables your assistance desk workforce to do their career more efficiently.


Chatbots are a different good way to introduce automation to your assistance desk workflow. Bots are AI-powered assistants that aid fundamental discussion flows. Armed with organic language processing (NLP) abilities, bots distinguish key phrases and phrases in your employees’ queries and match them with keywords and phrases and phrases in your knowledge foundation. This aids personnel locate suitable information and deal with the most popular queries 24/7.

To assist bots do their do the job with flying hues, do the next:

• Build small articles or blog posts that address one, narrowly-centered topics.

• Title your posts utilizing language and phrasing your personnel may possibly use.

If a bot can’t uncover responses to an employee’s question, the program will develop a ticket and route it to the correct department.


Your IT assist desk answer gathers facts on quite a few requests, tickets and concerns. This information allows you gauge the efficiency of your assistance team and assess worker fulfillment amounts. Listed here are four main metrics that present beneficial insights:

• Peak Instances: Knowing which moments and times your workforce most typically reach out aids you properly program system maintenance, downtimes and enable desk staffing.

• Prevalent Thoughts: This metric signifies places in which you require to fill gaps or strengthen your help center written content or personnel training.

• Response Time: Check how quick your employees get solutions to make confident your enable desk resolution is up to the job.

• Pleasure Level. Knowledge how perfectly you fulfill your employees’ wants is vital to setting up an productive flow. So, in addition to monitoring pleasure scores (ordinarily measured on a 5-place scale), pay focus to and create a method for dealing with staff opinions.

Making use of these knowledge to validate the effects of your group offers you visibility into how superior your EX is and wherever there’s area for enhancement.

Setting up The Most effective Support Desk For Your Business

Your IT help desk is substantially extra than just a awareness foundation. It’s a software that aids your business tackle daily challenges, provide assist and streamline procedures to deliver a optimistic staff experience. Introducing omnichannel guidance, automating repetitive duties and empowering your employees with self-service abilities improves your company’s IT support services and boosts worker gratification concentrations.

Trying to keep your employees joyful is a great way to make improvements to productivity, enrich shopper gratification and gasoline profits growth.

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