The helpdesk manager
Helpdesk management is a tricky task to get right and do well. Amid the many challenges of a helpdesk manager, the following questions are often asked…
- “Do I need more staff, or should I invest in further training for the ones I have?"
- “How can I reduce the call rate of our clients?”
- “Am I meeting our service level agreement (SLA) with out clients?”
- “Which members of my staff are performing well….and who is not?”
- "How can I standardize the style and content of the support we give to our clients?”
When you use a helpdesk system like HelpMaster, helpdesk managers have all of these metrics at their fingertips, along with the capability to standardize the support quality and response the helpdesk provides.
- Management reports
- Viewing and managing staff workloads
- Standardizing support, workflow and client response
By running regular reports on the helpdesk data that is captured, managers can easily identify trends that affect the performance of their helpdesk. Moreover, the helpdesk manager can use the Helpdesk Explorer of HelpMaster to keep an eye on the workloads of individual staff, as well as groups (or skillgroups) of staff.
HelpMaster ships with over 130 Crystal Reports.
However, helpdesk management is far more than just running reports and looking at statistics.
Thinking about ITIL?
For those considering, or already referring to ITIL as a way of running a service desk, HelpMaster provides a lot of functionality and best-practice concepts that relate well to the principles of
See incident management and problem management for further details about this.
HelpMaster helps the helpdesk manager do their job
The modern helpdesk is in a continual state of change. Staff come and go, clients mature and have different issues, and there is always new technology that presents a new managerial challenge.
The last thing you need is your helpdesk software getting in the way, and that's why we've made HelpMaster to be easily configurable. If you don't like a system code - change it! If you need new job status codes - make them! There is no need for expensive consultants, or custom developers to make your service management software do what you want. HelpMaster allows easy configuration to suit your business needs. Simple, or sophisticated business workflows are easily mapped and created via the template system of HelpMaster. Just create the necessary job, action and email templates to describe your business needs, and let the HelpMaster automation engine do the rest.
Managers can create workflow patterns within HelpMaster, and then enforce staff to follow the service/helpdesk pattern via security and rule-based automations.
Clients get consistent, structured support that is based on repeatable, business-oriented service patterns. Staff can forget about "what to do next", and just follow the workflow, and management can get full oversight on every helpdesk interaction that takes place.
HelpMaster has been designed by helpdesk managers, for helpdesk managers. (developed by ex-helpdesk staff).