In organizations with many employees, IT departments often rely on a helpdesk main phone number and a helpdesk ticketing system to: ensure timely responses to clients, ensure issues are directed to the appropriately qualified IT staff, keeping IT work organized, building a knowledge base for future IT employees and clients, and for simply maintaining some semblance of order.
If clients and IT stray from this process frequently, the end result is inefficiency. An example is when clients attempt to reach his or her “favorite” IT person directly instead of calling the helpdesk number or submitting a helpdesk ticket. A “favorite” IT person is rarely going to be qualified to properly address every issue the client encounters (ex. a computer programmer in IT may not know how to fix a network router issue). This strategy only wastes the time of the client and IT by prolonging the time it will take to route the issue to the appropriate IT personnel for resolution. It is also often very difficult to reach a “favorite” IT person directly because many of them are on the phone addressing helpdesk call issues or are troubleshooting helpdesk ticket issues being experienced throughout a building (other offices, server rooms, conference rooms, etc.). These inefficient scenarios can be avoided if IT and clients stick to the orderly method of using a helpdesk main phone number and a helpdesk ticketing system.
Unfortunately for IT and for clients, it may be difficult to maintain proper usage of the helpdesk main phone number and the helpdesk ticketing system, here are a few tips:
- Ensure proper coverage of the helpdesk main phone number. If no one answers, then users will stop calling and go back to dealing with a favorite IT person.
- Ensure proper attitude. If the employees answering the helpdesk main phone number are rude or combative, then users will stop calling and go back to dealing with a favorite IT person.
- Ensure proper training. If the person(s) answering the helpdesk main number has no idea who works on what then users will stop calling and go back to dealing with a favorite IT person.