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7 Ways to Optimise Your IT Service Desk

Optimise IT Helpdesk

It's widely acknowledged that today's business environment is predominantly driven by technology. Remote work setups and digital solutions have become major components of every organisation. This makes the IT service desk an essential element that helps ensure seamless operations and user satisfaction.

The modern IT service desk should be designed to promote a culture of continuous improvement. This encourages the IT team to evolve and meet the needs of the digital workplace, empowering enterprises to boost support capabilities and elevate the customer experience. If you’re looking to do this in your organisation, it’s important to make your IT service desk suitable and effective for your business.

This blog post explores seven impactful strategies for optimising the IT service desk. The aim is to provide useful insights that will lead to actionable guidance for IT leaders and service desk managers.

IT Service Desk: What is it and How Do You Make it More Effective?

Perhaps more commonly referred to as IT support services, an IT service desk is a centralised team within a company responsible for providing technical support and assistance to its users, typically employees and/or external customers. It functions as the primary point of contact for IT-related queries, issues, and requests.

While most businesses already have some help desk in place, there’s no harm in finding ways to make it work better for your organisation. Here are 7 best practices that you can apply to your company’s tech support desk to better manage users’ needs and expectations.

  1. Implement self-service solutions

    Self-service solutions

    Applying self-service solutions within the service desk framework allows users to be more independent in addressing their IT-related needs and issues. This  encourages users to be more proficient in technology, and reduces their reliance on the service technicians/engineers, allowing them to attend to more complex tasks. Self-service solutions may be provided through several ways: user-friendly online portals that typically offer FAQs and how-to articles; a knowledge base that gives comprehensive information on the company’s products and services; and other relevant support resources.

  2. Embrace automation


    What some businesses have failed to realise until now is that some concerns raised to the IT team are actually common issues and repetitive tasks. One way to be able to address these quickly and efficiently is to utilise automation. Repetitive tasks like password resetting and ticket routing are processes that can be easily put on automation. Doing this saves time, reduces errors, and moves the queue faster, especially for more critical concerns.

  3. Improve communication channels

    communication channels

    Another clear upgrade to an SME’s IT service desk is the availability of diverse communication channels. With several means of communication at our fingertips, it makes sense to make most (if not all) of these available to our internal and external customers. This gives them the flexibility and convenience to engage with the support team on their preferred platform, which in turn, leads to faster response times and improved user satisfaction.

  4. Leverage performance analytics

    Performance analytics

    Utilising performance analytics tools in the IT service desk allows enterprises to track, measure, and optimise the quality of service delivery in support operations. This involves the use of performance metrics and key performance indicators (KPIs) such as average resolution time, customer satisfaction scores, ticket volume trends, and others. Monitoring performance with these indicators enables IT teams to drive continuous improvement within their department.

  5. Implement a reliable ticketing system

    ticketing system

    Implementing a robust ticketing system is a must-do for enterprises who wish to streamline support tasks. A well-designed ticketing system is one that helps organise, prioritise, and track support requests efficiently. A structured approach to dealing with requests helps prevent information overload and facilitates clear visibility into the status of each ticket. It also facilitates the seamless assignment of tickets to the appropriate support agents or teams based on skill set, workload, or specialisation.

  6. Practise proactive problem management

    Problem management

    An efficient ticketing system is all well and good. But what would be even better is if you don’t have to deal with avoiding unnecessary issues in the first place. This is what proactive problem management focuses on—early identification and resolution of potential issues before they escalate into major incidents.  It involves analysing data and trends to recognise and mitigate risks within IT systems. For instance, if the support team members notice multiple incidents related to a specific piece of software crashing, they should investigate these incidents to identify the underlying cause.

  7. Utilise a feedback mechanism

    Feedback mechanism

    A robust feedback mechanism would be the perfect way to round out your IT service desk optimisation techniques. The key is to implement an organised process for collecting and analysing feedback from users. This helps you gain the information needed to understand their expectations from the support team and know whether these have been met. Some appropriate tools you can use for feedback analysis are surveys, feedback forms, email questionnaires, or interactive tools embedded in your IT service desk software.

There’s Never a Better Time to Optimise Your Service Desk

 Optimise Your Service Desk

Implementing strategies to enhance the performance of your IT service desk may take time and effort. But remember, a highly-efficient IT service desk not only benefits users but also plays a key role in the overall productivity and success of the organisation. To learn more about how you can improve your IT support services, talk to your managed services provider today.

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