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Improving Helpdesk Follow Up

10 mins read
written by
Dhoof Mohamed

Is your IT helpdesk responsive? Or, do users have to follow up more than once to get some of their IT issues resolved? Unfortunately, in a lot of organizations users need to follow up to get issues resolved. In fact, it is so commonplace that many users just think of it as “normal”.

The need to follow up is bad for users and the organization because it creates a drain on productivity. Users lose productivity due to the original IT issue, then they lose even more productivity following up with the IT team. In addition, this need to follow up can lead to users feeling unsupported which is bad for morale.

There is an easy way to improve responsiveness: a ticketing system. Your IT team uses it to log and track all reported issues. This makes sure that they keep track of all issues until they are resolved, which dramatically improves service levels when used consistently. In addition, it allows managers ensure tickets are resolved in a timely manner so your users remain as productive as possible.

Whether you have an internal or outsourced IT team, your organization can benefit from the active use of a ticket system.

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If you would like to discuss how we can help make your IT frustration free, please contact us.

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