Most of us know the feeling of logging onto a help desk when we’re desperate to solve an IT problem that’s interrupting our daily lives. This moment is an extraordinary opportunity for IT teams to create a customer service experience that has a lasting impact on the client. That’s why it’s important to have basic help desk knowledge to help you choose the right provider to wow your users.

This IT help desk for beginners guide will help you identify the right components for the best caller experience.


What do users expect?

Have you ever needed help from a friend? You generally expect them to contact you fairly quickly, treat you nicely, and assist you until you have a solution to your problem. That kind of courtesy is free, so customers expect the same level of service or better when they purchase a product.

Ticket transparency:

Some specific caller expectations include:

  • Ticket transparency: Users want 24×7 access to their case status to know if the service provider is working to resolve their problem and how long it will take.
  • Professionalism: Customers want the golden rule from IT help desks: treat others as you want to be treated. Simply put, they want a response to their ticket quickly. They want a friendly agent who will help them without pointing out what they don’t know about IT or using lingo they can’t understand.
  • Communication and documentation: Agents need to establish how much the user understands and ask questions until they can thoroughly document the problem for future reference. Agents also need to help users feel empowered and calm them with reassurance when they are frustrated with technology.
  • Common question solutions: The best IT help desk agents take notes and memorize the solutions to common problems. That way, they don’t have to struggle to find answers to every question.
Agents need to establish how much the user understands and ask questions until they can thoroughly document the problem for future reference.

It is also important to note that you must set boundaries. When the customer purchases a product, the service level agreement (SLA) tells them what you will and won’t fix. It’s excellent to go above and beyond sometimes, but it is also necessary to set rules and clear expectations so that agents and customers don’t waste their time.


Get Professional IT Help Desk Solutions From Agio

Here at Agio, we offer help desk solutions that turn expectations into reality. Our Global Service Desk can bring IT solutions to your users 24/7. Learn more about our managed IT services.

Want to learn more? Read up on us with our whitepaper on our Global Service Desk, or shoot us a question on our contact form. You can also reach out to a team member by phone at 877.780.2446.

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