Users hate request forms, for the same reason why everyone hates tax-filing-forms!  All the complicated request forms are ignored and users simply call or email the helpdesk.  Technicians end up taking calls or have to deal with data spread over emails. A few points to consider while designing request forms

• Simple forms with selectable incident type and description
• Get all information about users using helpdesk and asset management solution
• Prompt users to refer the knowledge base on related topics before filing the request.

Request form is the best way to get organized information from users. Keep the forms simple and to the point to reduce incoming call and email volumes.

Minimize Manual Request Dispatch

Manual Dispatch is not only exhausting and tedious, requests waiting for dispatch leaves less time for technicians to resolve issues. Automating dispatch and routing the request to the right technician using helpdesk workflow helps technicians to get more time to resolve issues and meet SLAs.  Automatic dispatch needs to be intelligent enough to route tickets based on email address, content, category or any such classifications.  Stop manual request dispatching, before it kills someone.

Empower Every Technician to Deliver

Empower every technician to help users get over problems with work around and solutions. It is important for Work Around to be shared across technicians. Get a process in place and make sure helpdesk software has provisions for easy sharing. Never get yourself in a situation where you have to depend on one technician to resolve specific cases. Have a Weekly/ fortnightly standup briefing on new work arounds and solutions. Published Solutions need to be fine tuned with keywords and tags that users search for. Effective sharing is essential to equip and empower technicians.

Invest in Knowledge Base, Perfect It As You Go  

Build a searchable knowledge base similar to your Incident categories. It is recommended to have a simple three level knowledge base.

• First level has to be generic Eg. Software, Hardware, Network, etc
• Second level has to be specific Eg. Microsoft, Server, Proxy settings
• Third level must get to the point Eg. IIS configuration, Provisioning server, configuring proxy settings

The simple three levels help users find what they want quite faster.               These levels help users to browse and select the type of problem and choose the area and move to a focus point. Educate users with most popular and recently added solutions; it helps you prevent repeatedly asked how-to questions. Choose five most frequently reported incidents and educate users to help themselves through the self-service portal and announcements.

Don't Run the Errands, Automate Them 

Build a list of reoccurring and mundane tasks and automate them. Most of the maintenance tasks such as periodic backups, refilling paper in printers, server maintenance tasks, daily checks for critical application URLs can be automated. You can automate it if you have an efficient helpdesk or through custom scripts. Identify more tasks that can be automated like password reset, and make the helpdesk deliver more value.

Be The First To Know

Today, IT manages availability of services across different layers such as Applications, Network and Bandwidth. The best way to monitor and manage services is to setup event monitoring systems to check threshold levels and report the most probable occurrence of an event. Get event and application management systems to monitor service health of at each level and report events.

• Monitor applications like SAP, CRM, VMware, SQL Server, get alerts application health is abnormal
• Simulate user behavior to keep a check on application response time.
• Setup periodic alerts to track service issues before users report them

When you are in control, you must be the first to know.

Report Your Success, Colorfully

Take credit for running an efficient helpdesk; report your success to business colorfully. Powerful, data rich, reports are important to prove success. Make sure you are able to pull out html, PDF, XLS, or any kind of reports. Easy access to the database schema, custom report building wizard, integration with Crystal Reports or any popular are very important. Print out best performance reports to motivate helpdesk staff, set new targets and keep improving.