Your business success depends on the people you hire and their ability to perform their job at their highest level. When they get bogged down with technical issues and IT service desk delays, your business suffers.

Whether you maintain your own internal IT help desk or outsource it to a managed services provider (MSP), you should know what qualities make a great IT help desk. Your business depends on it.

Though there are some minor differences between an IT help desk and an IT service desk, they are used interchangeably throughout here.


Start With the Right People

Investing the time and energy to hire the right people to staff your IT help desk – “the right person in the right seat” – is the most important thing you can do. Of course, they need to possess some technical skills but those can be trained.

Focus first on hiring candidates who are customer service oriented. They should be personable, steady under pressure, curious, a sense of empathy and committed to being a problem solver. Do they reflect the values of your organization?

The beauty of hiring the right people is you can empower them and trust they will do the right things for your customers and your organization.

Give Them the Right Tools

Good people with the proper tools are a powerful combination. It starts with a robust, reliable ticketing system that captures and prioritizes requests and tracks them through resolution.

A documentation system that captures everything unique to your network environment and logs issue histories means your help desk can more quickly resolve issues that do arise.

Use Data to Continuously Improve

Make sure your help desk is measuring a variety key performance indicators such as, calls per technical agent, first call resolution, turnaround time and client satisfaction.

Keep those metrics front and center with your help desk team so the focus is always on how to improve the client experience.

Demonstrate a Customer First Attitude

This aligns with hiring the right people to staff your IT help desk but it is much more than that. Does management expect and support the importance of delivering top notch customer service?

IT help desks should solicit regular client feedback, value customer complaints and take action to resolve any systemic service issues. Then let them know you heard them and took action to make things better (see next).

Communicate, Communicate, Communicate

A big reason people become frustrated with using their IT help desk is they often don’t know what’s happening when they ask for assistance. They submit a ticket request, yet they may not know if it was recorded, whether it was assigned to anyone, know when it will be handled or when they can expect it to be resolved.

Most people can wait patiently if they know someone is working on the issue, understand why it may take longer than expected and that they are committed to seeing it through to the end.

Transparency with the client should be valued though it’s not often demonstrated by many IT help desks.

Expect Service Consistency

When you submit a ticket for an issue you or your team are experiencing, you should have a good idea when someone will get in touch with you to start working on it. IT help desks should have service level agreements (SLAs) that set expectations when a tech will begin working on your issue based on the level of severity, impact or importance to the business.

Service consistency can also be a challenge when IT people leave the company which will happen. If your IT desk assigns only one person to a client or account, you may risk the loss of a lot of knowledge about your technical situation if that person moves on. It is another form of “single point of failure” risk. A teams-based approach to service and proper documentation processes can minimize any potential disruption that might emerge if a tech leaves the company.

Maintain a Proactive Approach

A well-run help IT service desk anticipates problems rather than waiting to react to them. This is good for both the client organization and for the IT service desk. It reduces potential problems for the client and minimizes the total effort required from the service desk.

This may include anything from helping the organization plan their technology needs based on their business goals to applying patches and updates to their systems to avoid any downtime or security vulnerabilities.

The help desk’s role should be is to ensure the company’s IT runs at peak efficiency, otherwise it risks being seen as just an overhead expense to be managed.

Make Your IT Help Desk a Competitive Advantage

Most companies today have a heavy reliance on their IT systems to market, sell, produce, distribute and financially manage their business. The very best performers leverage technology to their advantage over their competitors. As such, they need a high performing IT service desk to ensure their tech is running at peak efficiency.

Is your IT help desk keeping your business running at peak efficiency? If not, it may be time for a change. And if so, keep these qualities of a great IT help desk in mind.


Related Topics

What’s Holding You Back (from changing you IT provider)?

Why Not Deciding is a Bad Decision (to change your IT provider)

Does Poor Technology Lead to High Employee Turnover?

The Resource Hub

Get Complete Managed Services Insights

Visit our Resource Center for up-to-date news and stories for technology and business leaders.

Employee Spotlight: Nick Tesi

Employee Spotlight: Nick Tesi

This month we are shining a spotlight on one of the outstanding members of the Applied Tech team, Nick Tesi. Nick brings a wealth of experience and a diverse skill set to his role, making him an invaluable asset to our organization. Nick’s journey to his current position as vCIO and Account Manager at Applied Tech is nothing short of remarkable. His career path has included various roles such as...

Password Managers: Simple, Necessary Protection For You and Your Business

Password Managers: Simple, Necessary Protection For You and Your Business

The standard internet user will access several websites and applications on any given day. Each one of these different accounts will highlight the importance of not repeating passwords, and many even require a combination of letters, numbers, and symbols. The trouble with this, however, is that if we were to have a unique password for each online account that meets the complexity requirements,...

Employee Spotlight: Tyler Chatterton

Employee Spotlight: Tyler Chatterton

This month, we are proud to shine the spotlight on Tyler Chatterton, a valued member of the Applied Tech team serving as a Marketing Specialist. Tyler’s journey into Applied Tech was paved by his roles as a Digital Marketing Specialist and later as a Digital Marketing Team Lead at the Wisconsin Innovation Service Center. These experiences not only honed his skills but also seamlessly prepared...

Applied Tech Achieves Remarkable MSP Rankings in Wisconsin and Colorado

Applied Tech Achieves Remarkable MSP Rankings in Wisconsin and Colorado

Denver, CO – August 2023 – Applied Tech emerges as a true standout, securing the #2 MSP ranking in Wisconsin and #3 ranking in Colorado in the 2023 Channel Futures MSP 501 list. This remarkable recognition underscores Applied Tech’s unwavering commitment to delivering cutting-edge managed and co-managed IT services and cybersecurity solutions. The Channel Futures MSP 501 list stands as a beacon...

Three IT Service Techs Working

Move Forward with IT Services for Business

Use managed services for small and mid-sized businesses that help you reach your goals.

Work With Us