Insider Information from Help Desk Experts

As a technology leader, helping your organization better understand the value of its IT investment is imperative, but we know this is easier said than done. Here are 4 ways to deliver and prove more value from your IT service desk.

1. Minimize Your Complexities
If you make it too difficult or complex for your users to use the service desk, they probably won’t use it. Some examples include only allowing users to submit via email, or your service desk only logging the ticket and then escalating the ticket to Tier 2 anyway, or creating a complex multi-level menu system on your phone system that frustrates users. Simply understanding your audience and how they would like to access support goes a long way to reducing complexities.

Some enterprises are moving towards automated processes, like password reset tools. If you try to implement automated tools but don’t communicate the simple step-by-step process to access the service, incentivize users to use the service, or reinforce the use of the service through the service desk, they won’t use it.

New technologies can offer many benefits to organizations, including getting and staying ahead of competitors, growing profits, and becoming more efficient. However, new technologies also bring unknown possibilities that come with change, and that can be difficult for many employees within the organization to embrace. So, how can you successfully implement new technology in your organization with as little resistance as possible?

Here are 4 tips to successfully implement new technology in your organization:

1. Communicate
One of the most effective ways to get your organization to embrace a new technology is to communicate with them.  Talk to them about how the new technology will work and the benefits it will bring, while at the same time, creating an environment where they can provide feedback. By providing feedback, employees might come up with genuinely good ideas for implementation that you hadn't even thought of. Consider using focus groups from different departments that will allow them an opportunity to be heard and express their feelings on the matter, as well as giving you a chance to empathize with their thoughts.

Running a help desk—whether in-house or outsourced—can sometimes feel like a bad marriage. And Help Desk can be a really fickle, unforgiving spouse…