Characteristics of an Effective Desktop Support Team

 In IT Maintenance, IT Planning, Security, Troubleshooting

Despite the widespread use of mobile devices, desktop systems remain the main tool most employees use to access information technology. It’s important to ensure employees receive good support that makes sure they can use their desktop computers effectively. Here’s what to look at to assess whether your desktop support team is providing the support employees need:

Response time

Delays in responding to problems frustrate employees and mean they can’t get their job done. All problems should receive a quick response.

Few reopened tickets

Marking a problem “solved” should mean the problem really was solved. A high rate of reopened tickets means the support team isn’t getting the job done.

Automated solutions

For common problems, the desktop team shouldn’t have to rediscover and hand-craft a solution every time. Automation should assist with rapidly and effectively deploying repeatable solutions to every desktop experiencing the same problem.

Effective tracking

Your team should be logging all trouble tickets and tracking them as they move through the resolution process. You should be able to generate reports based on that data and analyze it to identify any trends in trouble spots, resolution speed, and resolution effectiveness.

Knowledge and training

All employees on your support team should be well-trained in the technology they support. They should obtain vendor certifications to ensure they have the knowledge and skills to address common and uncommon problems.

Proactive problem solving

The support team should be aware of both ticket trends and vendor problem reports, and take proactive measures to address them across the business instead of waiting for each user to report a problem.

Business skills

Even though desktop support focuses on desktop devices, understanding the business will help with assessing criticality and assigning priorities.

Communication skills

Desktop support should emphasize the “support” as much as the “desktop.” This is a customer-interfacing role, and the desktop team should have good communication skills that help them extract problem details from callers and help them feel confident that the problem will be resolved.

If your desktop team isn’t delivering the services you need, consider outsourced desktop support services from Prescient Solutions. Our team of certified experts provides comprehensive support including provisioning and deploying devices, providing hardware and software support, and resolving user trouble tickets. Contact us to learn how our desktop support process can improve your employees’ desktop work experience and increase their business productivity.

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