-
Getting the Most Out of Your Help Desk
-
Brian GugliemettiProduct Manager
Been at Spiceworks for over 6 years and has worked on multiple
products. PM for the Spiceworks Help Desk.
Jeff GrettlerIT Operations Manager
Spiceworld Host and Legend
-
#SPICEWORLD2016
1. Identify better way to keep track of things2. Implement help
desk3. Users ignore help desk4. Madness sets in
Trials and Tribulations(or a brief history of a help desk)
-
#SPICEWORLD2016
No Ticket!
-
#SPICEWORLD2016
Communicate the “Why”:• Issues won’t get lost• Possible quicker
resolution•Can help identify common issues• Let’s your boss know
what you’re doing
Tips for Help Desk Adoption
-
#SPICEWORLD2016
• "I'm sorry - I didn't see a ticket for your issue - did you
put one in?”• Email the help desk and CC their 'favorite tech’•
Make it “fun”• Win over your users: "Sorry, I'm on something else
right now
that I can't put off. Email the helpdesk so I don't forget to
come back to you."• Take the hardline: No work done until there is
a ticket
Tricks for Help Desk Adoption
-
#SPICEWORLD2016
Do:• Categorize• Add custom fields specific for your
environment• Relate devices or software, if possible• Comment
regularly• Track time worked• Be consistent• Forward direct emails
to help desk• Capture solution for complex issues
Tickets, Tickets, Tickets!
-
#SPICEWORLD2016
Automate!
• Ticket Rules• Auto-assign• Prefill fields
•Alerting•Waiting States•Multiple Queues
-
#SPICEWORLD2016
Self Service Portal
• Include Knowledge Base Articles•Add common links•Create custom
forms
-
#SPICEWORLD2016
• Category Breakdowns• Identify top 1-3 categories each
week/month/quarter• Determine cause of volume of tickets in those
categories
• Training needed?• Equipment replacement?
• Ticket Metrics• Time to 1st response• Time to close
• General Trends• Tickets opened & closed• Categories• Top
ticket creators
Feedback Loops
-
#SPICEWORLD2016
Reporting
•Determine metrics important to your organization• Regularly run
reports to compare and identify trends• Use data to justify
expenditures• Breakdowns by tech• Schedule reports
-
#SPICEWORLDLONDON
Additional Best Practices?
-
Any Questions?
-
Thank You!
