Role of a Helpdesk
Manager
The Role of a
Helpdesk Manager is multi-folded. As a help desk manager, your daily
responsibilities can vary from staffing the help desk and monitoring
performance to special projects and marketing the help desk to
management. Research indicates that 70 to 80 percent of the problems
received by the support staff are routine and repetitive. By
integrating the system with a relational database that retains
problem/solution histories, you can eliminate redundant
problem-solving efforts. The Role of a Helpdesk Manager is to share
the expertise of support specialists and the entire support team
that will make the staff more efficient. The ultimate efficiency
will be providing users with access to the database of user-proven
solutions so they can solve their own problems.
These histories
also provide valuable insight into chronic problems that can help
determining the Role of a Helpdesk Manager, where additional user
training is needed or whether they will continue to purchase
hardware/software that is consistently causing problems. To make
these problem/solution histories available to everyone throughout
the enterprise, the organization must have a way to share current
information between databases and between sites. Selective
replication tools are now available that make this feasible for
client/server systems, allowing them to fulfill the promise of
replacing the mainframe with fast, reliable access to data. And
hence the Role of a Helpdesk Manager becomes of utmost
importance.
The Role of a
Helpdesk Manager is to learn new techniques for addressing staff
scheduling, monitoring, performance evaluation, and burnout. The
Role of a Helpdesk Manager is to also get guidance and tips on
creating your mission statement, SLA's, and building a foundation of procedures
for delivering excellent customer care. Helpdesk Manager will
discover how to promote the support organization to customers and
management. They will
learn the framework for a world-class customer support center as
well as how to build and retain a qualified team of professionals.
If as a Help Desk manager you feel some difficulty then there are
many certification programs as well as specialized training
programs. By attending these courses and programs you will learn to
addresses the importance of managing the customer support center's
image and exceeding customer expectations by elevating customer care
and professionalism.
If you are
helpdesk manager and want to get your staff certified then these
certification provides them with advanced skills for delivering
excellent support and customer care, as well as an established and
highly marketable skill set that will be valued by management in
performance and salary evaluation. It also provides a career
boost, heightening your confidence and motivation. And, customers, peers, and
management will respect your credentials.
Additional Role
of a Helpdesk Manager can be:
·
Re-engineer or set up your help desk
according to industry best practices
·
Get management buy-in for improving the help
desk by demonstrating greater return on investment
·
Develop and maintain formal procedures for
consistency and increased productivity
·
Implement methodologies to improve first call
resolution, manage customer perceptions, and build strong internal
relationships
·
Choose appropriate technology and other
resources to maximize help desk effectiveness
·
Build a qualified help desk team through
innovative hiring and training techniques
·
Implement innovative staffing and scheduling
models for guaranteed coverage at the lowest possible costs
·
Develop a customer care philosophy that
ensures customer satisfaction
·
Analyze help desk performance through various
statistical and reporting methods
·
Market the image of the help desk as a
support group showcase that advances the IT vision and
strategy
