How To Solve Common IT Help Desk Complaints

By employing a mature, process-driven managed service provider to manage your IT help desk, tech issues get resolved efficiently so that you can focus on your business. But what happens if your service provider isn’t performing as well as you had hoped? It can be challenging for employees to get their work done on time when technology issues arise and they are spending time waiting for the fix. When these issues occur often or to several employees, productivity in the workplace declines.

Don’t let it get to that point! Below are the top six issues employees have with their company’s help desk. If you find one or more of these are true in your organization, it may be time to explore your options and hire a new IT solutions provider for your company.

1. Proactive measures are not taken to prevent problems

One of the biggest frustrations employees have when dealing with their help desk provider isn’t just the inconvenience of having an issue halt progress, but rather that the issue arose in the first place. This is particularly true if the same issue comes up over and over again. Having a dependable program break in the middle of an important project is frustrating, but that frustration becomes compounded when it could have been prevented with a more experienced IT team.

What you need is a data-driven managed service provider. Rather than reactive solutions, a proactive approach to help desk services will increase both work efficiency and employee morale and confidence. To accomplish this, a proven process with documentation is key. A provider that has a team focused on problem tickets and root cause analysis, like Entara, will be able to spot recurring issues and determine the best way to permanently solve them.

2. Help Desk provider does not have a clear process

it help desk

There are countless IT service providers out there, but only some operate with a track record of proven success. A more mature provider will have very defined ticket classifications.

Entara provides IT help desk service provider solutions by using a specified support incident case priority system of P1 – P4.

  • P1: Severe impact – Essentially “all systems down”
  • P2: High priority – Potentially impacts business success
  • P3: Non-immediate impact – Needs to be fixed, but not extremely urgent
  • P4: Information only – The issues has been resolved, but we need to find the cause so it doesn’t happen again

Entara also utilizes ITIL and ITSM best practices. ITIL is a system used to help implement software and IT services management best practices, including incident, configuration, and help desk management. ITFM provides insights into exactly what IT is spending on each project.

This helps us classify things as “Incident,” “Request,” “Problem” or “Change” for better organization and efficiency. Because of the model we use, we can provide a more complete service than companies that do not build around ITIL or ITSM.

3. Tickets do not get a response in a reasonable amount of time

When an IT service provider doesn’t have a proven process, tickets can easily get disorganized. Experienced providers have a well defined system that allows them to solve employee problems quickly and efficiently.

When looking for a managed service provider, companies should be asking about the success of their process. They should have documentation and references to prove that they consistently solve problems and work to prevent them from happening in the first place and those managed service providers should be able to show you those processes. When they do, you can evaluate how they triage, dispatch and resolve tickets, so you will never be left in the dark. Transparency is important, and any company who isn’t upfront about what goes on after the ticket is submitted isn’t a company you will want to work with.

4. Help Desk personnel does not have in-depth knowledge of who they’re working with

Employees often get frustrated when their IT help desk specialist doesn’t understand what their company does, let alone what department they’re in. When you outsource your IT help desk services, it’s that service provider’s job to know who they are working with so they can help them quickly and efficiently. If not, new problems could arise and productivity will plummet.

Your provider should be a partner, not a vendor. When they understand and actively work to help you achieve your goals, addressing help desk tickets becomes less of a task and more about your company’s growth and success.

5. High priority requests are lost or forgotten

If a ticket is called in, people tend to get support right away. However, sometimes email tickets can get forgotten or not addressed as quickly. The problem is that there’s no way for the employees to know whether or not this is happening. It’s frustrating for people not to know whether or not the request was received.

This is another situation where a proven process that is known to both the service provider and client will allow transparency and set expectations. Companies don’t need to guess when an issue will be solved, because there’s correspondence and documentation that allows all parties involved to know the ticket status at all times.

6. Generally inadequate customer service

When an IT provider responds to your ticket, the first question the engineer should ask is “Is this a good time to work on this?” or “Can I schedule this for a time when you’re not as busy?”

While it’s important for service providers to be knowledgeable in what they do, it’s equally important for them to have soft skills. That means anyone in charge of answering the phones needs to be aware of the situation at hand. It’s also important that they understand the context of what the person they’re talking to does, where they’re at in their day, and if it’s a good time to help them out.

The IT service providers at Entara are just as well equipped in customer service as they are in tech. They will work with you and your schedule to make sure issues are resolved in a way that works best for your company.

If you find yourself dealing with one or more of these common IT help desk service provider issues, it’s time to start searching for a new managed service provider. Entara provides proven results based on a data-driven process. We provide detailed documentation on how we address all of these common help desk employee complaints.

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