The Role of IT Documentation Software in Improving Help Desk Efficiency

Posted: 07/10/2020 | By: Ali Peracha

The world of remote work took us all by storm—but you can be the dry umbrella for your clients in the midst of the downpour by maintaining excellent customer service through the implementation of help desk efficiency best practices.

There are many factors that contribute to a best-in-class help desk, but your IT documentation software is the element that takes your help desk to the next level. How? Your IT documentation software allows your techs to provide stellar customer experiences without missing a beat and shortens time on issue resolution by centralizing all the necessary info in one easy-to-access place. Let’s take a closer look at the role of your IT documentation software in improving your help desk efficiency.

Client Satisfaction, Efficiency, and Profitability

Some of the most common areas that drive inefficiency and increase costs in delivering your help desk services are ticket identification errors, a lack of prioritization and assignment, flawed service-level agreements (SLAs), improper tiering of technical resources, and the lack of a dedicated dispatcher. All of these elements have a direct effect on actual incident management and resolution—and you want to efficiently provide the shortest time to resolution possible to ensure client satisfaction and profitability.

An effective network operations center (NOC) and help desk are critical to maintaining a best-in-class help desk. So, what does a best-in-class help desk look like?

Best-in-class help desks close 80% of all requests within 45 minutes, and 90% of all requests with Tier 1 resolution. In addition, these help desks adhere to strict, established SLAs. To increase your help desk abilities, you need to be able to increases client satisfaction through standardized processes and reporting, as well as improve net profits through efficient, remote operations. This not only saves money, but it saves your techs time, and improves overall end-user satisfaction.

Proactive and Reactive End-User Support 

Your help desk should provide client management, maintenance of SLAs, and quality incident and problem resolution. To fully establish proactive and reactive end-user support, your help desk needs to embrace both incident management and problem management. While incident management’s purpose is to restore business continuity as quickly as possible, problem management seeks to determine the root cause of recurring incidents. Without incident management, requests are not dealt with in a timely manner. Without problem management, incidents are at risk of recurrence. A best-in-class help desk offers top-tier incident and problem management simultaneously.

In addition, it is worth noting that both NOC and help desks rely on three key tools: 

  1. Remote monitoring and management (RMM)
  2. Professional services automation (PSA)
  3. IT Documentation

Resolution of Typical IT Documentation Challenges

Perhaps the most pivotal role of your IT documentation software in your help desk efficiency is the ability to adequately pinpoint and resolve some of the most typical IT documentation challenges.

For example, the lack of adoption of software as a daily service procedure not only has the potential to cause costly, time-consuming consequences, but a total lack of standardization results in inefficiency and oftentimes errored, unorganized data. IT documentation software centralizes data and reduces inefficiencies and time spent—lowering costs and increasing end-user satisfaction.

Other typical challenges include out-of-date documentations systems that are incomplete, unorganized, or confusing—or worse, unsecure. Utilizing an IT documentation software, such as ITBoost, provides remediation for all of these common challenges, allowing you to stop spending time on documentation challenges and get back to providing an excellent client experience.