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Better Responsiveness from IT Helpdesks

10 mins read
written by
Dhoof Mohamed

One of the most common complaints about IT helpdesks is the need to follow up on issues that users have reported. Users have to ask two, three or more times to get their email fixed or their printer working again. And, it so commonplace that many users just think of it as “normal”.

This is a serious drain on productivity. Not only are users losing productivity due to an IT issue, they are now even less productive as they follow up with the IT team and have to wait for their issue to be resolved.

You can get better responsiveness from your helpdesk if they use a ticketing system to log and track all reported issues. It makes a huge difference in your IT team’s service level when used consistently. It also allows managers to make sure tickets are resolved in a timely manner ensuring your users remain as productive as possible.

So whether you have an internal or outsourced IT team, be sure they are actively using a ticket system that ensures user issues are recorded and resolved quickly.

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