As employee demand for customization and mobility increases, so does the complexity of IT’s employee support model.
These changes lead to greater burden on help desk staff (i.e., longer call length and greater ticket volume) that can ultimately diminish service quality of the IT function with which employees most frequently interact.
To alleviate the workload of help-desk staff and improve the experience of internal customers is to allow them to resolve low-risk problems themselves. While a slight majority of IT organizations have such tools in place, only a few of their employees actually use existing self-service tools.
CEB IT Performance Benchmarking data shows that mature help desk functions focus on the following activities to improve self-service tool adoption rates:
- Build a comprehensive knowledge base and transfer the information to a self-service tool.
- Provide employees with easy “Google-like” search capabilities.
- Measure utilization metrics such as unique visits and visitors, number of searches performed, and number of solutions viewed.
- Update self-service sites to continuously enhance the knowledge base and improve titling of search results and FAQ readability.
To measure the cost and quality performance of your Help Desk, participate in our CEB IT Performance Benchmarking Help Desk Survey.
Today’s post was written by Prashast Gupta, a Quant Associate with the CEB IT Diagnostics Team. Prashast supports CEB CIO, CEB Service Management Bootcamp and the IT Performance Benchmarking Service.