Service Desk requests can be optimized in your company. Have a look at our tips!

The faster you can resolve service desk requests, the more satisfied users will be. Measuring the time spent resolving service desk requests is one of the best ways to evaluate the performance of the Service Desk team.

The search for optimizing tickets resolution time must be constant in companies. This practice helps to increase the productivity of technicians. In addition, it speeds up the identification of the causes of more complex problems.

The following are some tips to speed up requests resolution and improve user service:

1. Perform quick diagnostics

Speed and accuracy in diagnosing problems depends on the experience of technicians. However, there are ways to help them hone their sorting and problem-solving skills, regardless of their level of experience.

Keep an updated knowledge base: The knowledge base should not be a static resource. Whenever technicians identify new problems, or new solutions to known problems, they should update the knowledge base.

Simplify access to tickets history: Your Service Desk solution should ensure simplicity in queries about tickets history. When similar symptoms can be easily identified, the request can be quickly resolved or assigned to a specialist for resolution.

Promote collaboration: Promote contact and the sharing of experiences between technicians. When working together, they tend to solve problems faster and more efficiently than working alone.

2. Prioritize Requests

Automatic prioritization of requests is one of the great benefits of automation. Many solutions allow you to define triggers that generate and classify requests according to characteristics and data reported. In addition, certain requests can be automatically assigned to more experienced technicians, or to technicians with specialized knowledge.

Low priority requests, such as changing a password or printer settings, can often be resolved by the user. A good Service Desk solution allows for the creation of self-service portals. They guide users using articles or videos, speeding up the resolution of routine tickets.

3. Route tickets Automatically

Tickets often go into a kind of “ping-pong” mode. In other words, they are routed between different technicians, when, in fact, they should have been routed to Level 2 or Level 3 for resolution. Likewise, Level 2 or Level 3 technicians are sometimes put in charge of issues that could have been resolved by Level 1 technicians. This is bad for the service center.

The guidelines should be clear, determining when a ticket should be assigned to a more experienced or higher-level technicians for other levels of service. Problems that put the company at risk need to be attended to by experts, such as Level 3, for example. Problems that occur sporadically or that have low impact, can usually be resolved by Level 1 attendants.

Pay attention to resolution time

It is fundamental to measure the “resolution time” of requests over time. This will clearly show which types of incidents take longer to resolve. This way, leaders will have an overview of the situation of their technicians with regard to efficiency. It becomes possible to identify knowledge deficiencies, which can be used later to guide the development of training actions.

Service centers that have attained a high level of maturity monitor the relevant metrics and seek to improve them on an ongoing basis.

SoftExpert can help your business reduce the time it takes to resolve IT requests, issues and incidents and increase user satisfaction.

Learn more about SoftExpert ESM

Marcelo Becher


Marcelo Becher

Specialist in Strategic Management from PUC-PR. Business and market analyst at SoftExpert, a software provider for enterprise-wide business processes automation, improvement, compliance management and corporate governance.

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