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The workflow process for any business’ help desk can vary significantly from organization to organization, but there are key support functions along the way that nearly every service desk shares in common. Additionally, in most help desk environments, there may be several levels of internal support staff to aid with requests, as well as experts working outside the organization to improve the help desk workflow step-by-step.

Here’s a rundown of how to optimize your help desk process from initial problem or service request to the end solution and customer satisfaction.

Flexibility & Transparency Are Key

First, make sure your users have the ability to send in a request via multiple formats, i.e. phone calls, social media, email and web. This allows greater flexibility and variety for your diverse group of clientele. Once the issue is generated, it’s vital to acknowledge and act on the problem at hand in a fast and efficient manner by creating a ticket.

Consistent Communication Aids the Processor

It’s also important to be transparent with the user by frequently informing him or her of the status of the requested issue, as well as a possible time frame for the problem solve.

Empower the Customer

If the ticket is a routine issue with a simple self-solve, it’s efficient and effective for your service desk to direct users to a web-based portal where they can easily solve the problem themselves in just a few simple steps.

Know What Your Staff Can (and Can’t) Handle

However, if the ticketed issue needs to be assigned to a tech for analysis the issue will take more time, and if the problem still can’t be solved, then a higher evaluation and research of the problem may have to take place in house if possible (and preferable), or out of house if major service or repairs are needed.

Always remember, throughout optimizing the help desk workflow process, it’s imperative that you keep constant communication with the end user so that they may be kept up to speed on the overall process. An informed user goes a long way to creating a satisfied user.

Now that you understand how to optimize your help desk’s workflow, check out how IssueTrak’s help desk software can help improve your process as well.