Effective Communication has Multiple Dimensions
Easy and effective communication between users and IT engineers is critical for swift resolution of problems. This communication often starts when users report an issue to the service desk. Support technicians need to be able to efficiently create tickets, prioritize issues, route tickets to the proper engineers, escalate them when necessary, and track them to completion — while keeping users informed about status throughout the process. IT staff members need to be able to pose troubleshooting questions and suggest workarounds, and users need to be able to easily respond to their questions and report back on their success with suggested fixes. Moreover, with today’s increasing mobile workforce, both users and IT staff need to be able to communicate no matter where they are.
Good communication, however, extends well beyond the ticket lifecycle. Good communication is proactive, enabling IT to keep users informed about common problems and current outages or other widespread issues, and provide a knowledge base of how-to’s, known fixes and workarounds. By offering a self-service portal with this information, organizations can reduce the number of service tickets created while improving user satisfaction and productivity.
Even more broadly, good communication includes easy access to relevant information. When service desk technicians can quickly access up-to-date information about all computer devices and assets on the network, inventory reports, configuration status, and device history — ideally from an integrated console — they can troubleshoot tickets faster, with fewer requests for details from users.
What to Look for in a Service Desk Solution
Together, these components of effective communication can reduce mean time to resolution while improving productivity for both users and IT staff. Therefore, you should look for a service desk solution that facilitates great communication by providing:
Everything You Need in One Solution
The Quest KACE K1000 Systems Management Appliance includes an integrated service desk that delivers all of these capabilities and more. With the K1000, you can enable effective communication in every direction to speed issue reporting and resolution, reduce service desk workload, and improve productivity for users and IT staff alike.
To learn more about why effective communication is vital in a service desk solution and what other functionality it must provide to make your users happy and your IT staff more productive, check out our new white paper, The Ten Key Features You Need in a Service Desk Solution.