Prioritisation:

Getting the most from your Helpdesk

We live in a world of Helpdesks. And not just IT helpdesks, helpdesks are popping up in all kinds of departments. They’re becoming “the hub” in any area that needs to manage queries and communicate with internal customers effectively.

We firmly believe that helpdesks are the future. We believe that helpdesks are the answer where the “call centre” definitely isn’t.

So why is it, with the introduction of helpdesks and helpdesk software, that “stuff” still doesn’t get done. Why is it that so many people within an organisation bad mouth their “helpdesk”, often referring to them simply as just “desk” ? Why is the humble helpdesk’s reputation in tatters ?

There may be many reasons, but in our mind the number one culprit is nearly always prioritisation. Or the lack of it.

Take a walk through your helpdesk area. If you spot any of those yellow sticky notes attached to anyone’s monitor, particularly if some of the monitors are beginning to resemble big square sunflowers with a myriad of yellow petals, you have a helpdesk prioritisation problem.

Many helpdesks will prioritise calls merely as high, medium or low. Some will introduce more “levels”, but one man’s “medium high” is another man’s “low to insignificant”.

Contrary to popular belief “prioritisation” isn’t something that your helpdesk software takes care of once you install it on your system. It’s something you need to give some thought about. It’s a philosophy. A way of thinking. And we’ve got some interesting ideas to get you started.

This entertaining and challenging presentation is usually delivered to helpdesk personnel and intended to spark discussion and ideas.

If you want to banish those yellow sticky notes forever, call us today.