IT Help Desk

IT Help Desk Solution

The IT Help Desk allows an organization to extend self-service IT across functional groups, enabling users to get help faster. It also provides the IT team with the ability to manage common requests efficiently and provide a high quality of service. Encouraging documentation of commonly requested information or frequently asked questions, the IT Help Desk also improves  knowledge sharing from your IT experts.

Solution Overview

Business challenges

  • Knowledge Management (Primary)
  • Collaboration (Secondary)

Owners and audiences 

  • IT (Owners)
  • All employees (Audience)
  • Customers (Audience)

Business value

The IT Help Desk integrates self-service IT in a place that can be easily located and accessed by all employees within the digital workplace, without having to navigate to yet another application. By surfacing answers to common questions in an Igloo knowledge base (KB) within the IT Help Desk, this Solution reduces the number of simple, repeatable incidents and service requests being received by the IT team. This allows IT staff to provide more efficient support to other teams and individual employees as needed. Providing this self-serve capability also allows the IT experts to respond to unique and urgent issues faster. 

Proactive support enables employees to solve problems on their own and pass on best practices through peer-to-peer and community-based support, particularly for cloud apps not overseen by IT. The IT Help Desk also improves the quality of support by offering a wide variety of collaboration services beyond the self-serve portal, including community forums and social news feeds. This makes support expertise more accessible to employees. 

Key features

  • Zendesk Ticketing Integration
  • Wiki-based knowledge base
  • Search
  • IT Experts Directory
  • IT Support Forum

Business Outcomes

Measuring success

The IT Help Desk solves many business challenges, but the biggest impact is on collaboration. Ensure your IT Help Desk Solution delivers the results you need by measuring its success using key performance indicators (KPIs). These outcomes should focus on addressing the collaboration challenges faced by IT departments when it comes to delivering technical support to your employees.

Key outcomes

Measuring against KPIs specific to the IT Help Desk allows you to determine: 

  • What areas are successful at improving collaboration to deliver valuable IT support services internally? 
  • What areas need improvement to better support the IT department in their efforts to support internal staff with technical assistance? 
  • What additional goals and objectives are needed to continue success or increase the rate of success?
  • What people-focused goals and objectives have helped deliver the IT support services your employees need and want?
  • What information-focused goals will improve the quality and quantity of self-service support materials available to the organization?
  • What process-focused goals will improve efficiencies around responding to support tickets?

Key goals and objectives 

Some key goals and objectives to keep in mind when determining KPIs for your IT Help Desk include: 

  • Integrating seamlessly 
  • Increasing efficiency
  • Supporting self-serve trouble-shooting 
  • Improving service quality 

Business processes

You should incorporate your IT Help Desk Solution into your existing internal business processes. Think about what processes, policies or procedures might have to change or be updated.

  • Do SOPs need to be updated? (e.g. requesting IT hardware or software, submitting requests for new IT services or tools) 
  • Are there processes that need to change? (e.g. responding to IT support questions)

Key areas 

Some key areas to pay close attention to when measuring the success of your IT Help Desk include: 

  • Zendesk Ticketing Integration
  • IT Policy Knowledge Base (KB)
  • IT Experts Directory
  • IT Support Forum 

Recommended KPIs

Below are some recommended KPIs for measuring the success of your IT Help Desk Solution. Keep in mind that some of these recommended KPIs will align with your organization's goals and objectives, while others may not. It's critical to align KPIs with your unique goals and objectives to accurately measure success. 

  • X% decrease in the time it takes for IT experts to respond to requests submitted through the request forum 
  • X% increase in the number of FAQ and "How-To" articles available in a self-serve format
  • X% increase in the number of views of self-serve trouble-shooting articles
  • X% reduction in the overall time employees spend solving IT issues 
  • Minimum of X number of self-serve articles published in the IT Help Desk within X months of the Solution's launch 
  • An average of X number of request tickets "resolved" each month 
  • X% decrease in the number of requests submitted that relate to content found in the self-serve area of the IT Help Desk  
  • Overall decrease in hours spent on resolving internal IT issues 

Note: KPIs are generally time-based and should be evaluated and/or modified on a specific cadence (e.g. quarterly).

Solution Roadmap

Implement

The IT Help Desk Solution comes with a pre-configured template. Our Consultants and Configuration Specialists use this template as the baseline for your implementation. The focus of the implementation is on design, configuration, content, and training.

These are the major implementation initiatives for the IT Help Desk Solution:

  • Site architecture: Review the Solution architecture. 
  • Homepage: Surface the most important content and areas within the Solution on the homepage to provide an at-a-glance view and easy access to relevant content. 
  • Site map: Update the site map based on mutually agreed to modifications (e.g. moving, deleting, adding pages and/or applications).
  • Configuration: Update the Solution configuration settings.
  • Users & Groups: Add groups and users to the Solution. 
  • Content: Add content (e.g. IT knowledge base articles, policies and procedures, IT FAQs) and apply permissions.
  • Design: Apply the visual design to the Solution (e.g. global CSS changes, header, footer, banners, icons).
  • Testing: Do a quality assurance sweep of the Solution (e.g. broken links, navigation, permissions).
  • Training: Train key stakeholders on the solution (e.g. IT department and Support staff). 
  • Integration: Consider including a Zendesk or ServiceNow ticket tracking system. 

Drive engagement and adoption

Once your IT Help Desk is ready to launch, it's time to think about how you'll draw attention to this new Solution, engage users to leverage the IT Help Desk, and evolve the Solution as your digital workplace grows to meet the changing needs of your organization. Use the tactics below to plan for a successful launch, continuously engage users, and expand your IT Help Desk in the future. 

Launch

  • Populate content: Populate Channels with content before launch so users can see your IT Help Desk Solution in context. This also encourages users to go ahead and add their own content where appropriate, for faster adoption. 
  • Start the conversation: If your goal is to have users comment and take part in the posted Forums, seek out a few champions to start things off with short, conversational posts.  
  • Subscribe members: Start with some instant subscriptions on a couple of key Channels such as "Your Policies" and "Ask a Peer". Don’t bombard your users initially, or they're likely to unfollow.

Engage 

  • Show commenters: Add the Recent Comment Widget to the homepage of your IT Help Desk for a quick review of recent comments on Forums. This feature can encourage users to join in the conversation by surfacing what was already commented at a high level.
  • Provide affirmation: Have your IT Team affirm answers in the "Ask a Peer" Forum to reassure users that the answers they're being provided are valid.
  • Turn questions into knowledge: As you gain more information from the series of tickets and questions you receive, turn them into FAQs or instructions that users can use to troubleshoot their issues before submitting a ticket. 
  • Identify impactful request: Bubble up key questions, concerns, and issues by encouraging users to "like" and comment within the Forum. 

Govern 

This Solution should be managed by the IT team and led by the CTO at the strategic level. 

  • Enable planning and collaboration: Set up a project space and team within your digital workplace to collaborate on improving IT support to employees.
  • Set expectations: Set standardized response times and expected outcomes (e.g. when will a ticket be responded to).
  • Define processes: Set a standard review process of all employee support tickets (e.g. response times, resolutions, etc.). 
  • Monitor satisfaction levels: Set up a standard employee satisfaction feedback mechanism (e.g. poll, forum).
  • Update the knowledge base: Add and/or update KB articles based on common questions, policies, and procedures to be added to the relevant areas of the IT Help Desk.

Evolve

  • Evolve your knowledge: Expand your IT Help Desk Solution to include the IT categories that people are asking the most questions about. This helps users narrow their search.
  • Use labels/tags: Choose a series of labels that users can attach to their posts to help narrow search results. It's important to get insight from your users about what content labels make sense since they'll be choosing and searching with them. It's even more important to provide insight into how to use the labels when searching.
  • Maintain content: Use archiving features to keep users' searches uncluttered and streamlined. If you've created a "How-To", "Tips", or "FAQ" based on submitted Forum posts, then archive the posts so users are more likely to see the Wiki article appear instead of the collection of posts.
  • Connect tickets with knowledge: Connect self-service info and IT knowledge with ticket tracking systems (i.e. Zendesk) for a more robust helpdesk that leverages the wealth of knowledge contained in your IT Help Desk. 
  • Leverage feedback: Review and incorporate feedback from frequent users of the Solution to include updates and changes that have an impact. 
  • Reassess metrics: Review objectives and KPIs to refine them and continue to mature and maximize the business value of the Solution.

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