20 proven IT help desk best practices to improve performance and efficiency

It’s easy to fall into the trap of thinking your IT help desk is doing fine as it is.

But without evolving, you risk falling behind and losing customer trust.

These 20 proven IT help desk best practices will not only keep your help desk ahead of the curve but also ensure you provide top-tier support that stands out in 2024 and beyond.

Before diving into the best practices, let’s cover the basics to ensure a strong foundation. (If you want to skip to the help desk best practices, you’re welcome to).

An IT help desk is the central point of contact for users seeking help with technology issues. Help desk teams efficiently log and resolve tickets, minimizing downtime and boosting productivity.

Support may cover a wide range of technologies, from hardware and software to networking and cloud services.

The IT help desk is the first line of support for an organization’s technology users. When employees encounter issues with their computers, software, or other IT-related tools, they turn to the help desk for assistance.

The help desk team is responsible for a variety of tasks to ensure efficient and effective IT support. In addition to receiving, logging, prioritizing, and assigning incoming tickets, their responsibilities include:

Help desk technicians troubleshoot and resolve user problems. They provide step-by-step guidance or remote assistance to fix issues.

Help desk agents keep users informed about the status of their tickets, estimated resolution times, and any actions being taken to address their issues.

Agents create and update documentation, FAQs, and self-help guides to empower users to solve common issues on their own and reduce the volume of incoming tickets.

Technicians make sure resolved issues remain fixed and that users are satisfied with the solutions provided.

They handle tasks related to user account creation, password resets, access permissions, and security settings.

They set up new devices, install necessary software, and make sure all systems are configured correctly to meet user needs.

They also provide training sessions for new employees and ongoing education for existing staff on new systems, software updates, and IT policies.

Help desk staff keeps an eye on network and system performance to proactively identify and address potential issues before they escalate.

Lastly, they generate reports on ticket trends, common issues, and help desk performance metrics to identify areas for improvement and support strategic decision-making.

SLAs are the backbone of a successful IT help desk. They define service levels and set clear expectations for the team and users.

When establishing SLAs, define response and resolution times for different ticket priorities. This way you can make sure you address important issues first, while less urgent matters are handled within an acceptable time frame.

Remember about communicating SLAs to all stakeholders. The help desk team should be well-versed in the SLAs to ensure they meet the agreed-upon standards. End-users should also be aware of the SLAs so they know what to expect when submitting a ticket.

Action step

If you want to make sure users are always up-to-date on their request’s SLA status, use Extension for Jira Service Management. This app lets you display SLA (and other information relevant to the customers) on the request view.

Clients always know the status of their request and feel that they’re in the loop.

As a bonus, your help desk team doesn’t have to answer dozens of questions about the status of the issue.

Regularly review and update SLAs based on performance metrics and business needs to keep them relevant and effective.

Here are some examples of SLAs based on different ticket priorities.

What to read next:

Effective IT help desk management requires a data-driven approach to continuously monitor and optimize performance. By tracking the right metrics and using insights gained from data analysis, help desk managers can identify areas for improvement, make informed decisions, and drive ongoing success.

Firstly, identify the key metrics that align with your organization’s goals and objectives. Some critical KPIs to monitor include:

This metric measures the percentage of tickets resolved during the first interaction with the customer. A high FCR rate indicates efficient problem-solving and customer satisfaction. As Jeff Rumburg, Managing Partner at MetricNet, says, 

This KPI tracks how quickly the help desk responds to incoming tickets. Prompt responses show that the team is attentive and proactive in addressing customer needs.

Measuring customer satisfaction through surveys provides valuable feedback on the help desk’s performance. 

A high CSAT indicates that customers are happy with the support they receive. As per fullview, the average customer satisfaction score for the software industry is 78.

Regularly monitoring these KPIs gives help desk managers a clear picture of performance and areas needing improvement.

Tracking metrics is just the first step. The real value lies in using the data to drive continuous improvement. By analyzing ticket data, help desk managers can uncover trends, recurring issues, and opportunities for optimization.

Regularly reviewing ticket data can reveal patterns and common problems that may be impacting help desk efficiency. 

For example, if a significant number of tickets are related to password resets, it could indicate a need for better user education or the implementation of self-service password reset tools.

As Diana Białoskórska, Customer Success Team Leader at Deviniti, notes, 

You can then use data-driven insights to inform and improve various aspects of the help desk, such as:

As stated by Dr. Noel Bruton, a renowned IT consultant, 

By leveraging data-driven insights to optimize help desk processes, managers can create a culture of continuous improvement that enhances efficiency, productivity, and customer satisfaction.

Investing in a powerful ITSM tool is another best practice.

An ITSM solution provides a centralized platform for managing tickets, tracking assets, and streamlining workflows. When choosing an ITSM tool, consider the following:

Choose an ITSM solution that matches your organization’s specific requirements and objectives. Evaluate factors such as scalability, customization options, and integration capabilities. Look for a tool that can grow with your business and adapt to changing needs.

For example, if you need a system that works well with agile and devops practices, consider Jira Service Management.

Make sure the ITSM tool offers core features like ticket management, knowledge management, and reporting. 

Ticket management should allow for easy creation, assignment, and tracking of tickets. 

Knowledge management enables the creation and sharing of a centralized knowledge base, reducing the need for repetitive queries. 

Reporting and analytics provide valuable insights into help desk performance and areas for improvement.

Other important features include:

To maximize efficiency, integrate your ITSM tool with external systems and apps. They can include CRM systems, communications platforms, and ITSM-focused apps.

Implement automation to handle routine queries, ticket routing, and self-service portals, freeing up agents for complex issues and improving overall efficiency.

Automation is a game-changer for IT help desks. Chatbots and AI tools handle common queries quickly and efficiently. This frees up the human agents to focus on more complex issues that require their expertise. 

Chatbots can be programmed to provide instant answers to frequently asked questions, guide users through basic troubleshooting steps, and even initiate ticket creation when necessary.

Ticket routing and assignment can also be automated based on the skills and availability of help desk agents. This ensures that tickets are directed to the most appropriate team member, reducing the time spent on manual triage. 

Also, implementing self-service portals and knowledge bases empowers users to find solutions independently, further reducing the workload on the help desk team. (More on this later).

Remote support tools are essential for providing timely and effective assistance to users, wherever they are. 

By enabling technicians to securely connect to and troubleshoot user devices remotely, you can significantly reduce resolution times and improve user satisfaction. Consider the following when implementing remote support tools:

Choose remote access software that prioritizes security and privacy. Look for solutions that offer features like encryption, multi-factor authentication, and granular access controls. Make sure that the software complies with relevant security and privacy regulations, like GDPR or HIPAA.

Screen sharing and co-browsing tools enhance collaboration between technicians and users. These tools let technicians view and control user screens, making it easier to identify and resolve issues. 

Co-browsing enables technicians to guide users through processes or troubleshooting steps in real-time. It improves communication and reduces misunderstandings.

Empowering users to find answers to their questions through a self-service knowledge base can significantly reduce the burden on your help desk. A well-structured and easily accessible knowledge base allows users to quickly find solutions to common issues, reducing the need for ticket creation.

As Matthew Franzyshen, Business Development Manager at Ascendant, says:

Here are a few things to think about when introducing a self-service knowledge base:

Develop a content strategy that focuses on creating clear, concise, and user-friendly articles. Cover a wide range of topics, from basic troubleshooting to more complex procedures. Regularly update and review the content to make sure it’s accurate and relevant to your clients.

Invest in a knowledge base platform with powerful search capabilities. Intelligent search features, such as natural language processing and contextual understanding, help users find the right information quickly and easily.

Offering multi-channel support enhances the accessibility and convenience of your IT help desk. Offer users various ways to reach out for assistance, including phone, email, chat, and self-service portals.

It seems obvious but you would be surprised how many companies don’t offer clients multi-channel support. Or worse, they offer it but then don’t handle the requests fast enough. Remember, studies have shown that people, on average, expect your response within 4 hours. Yet, the average response time is 12 hours.

It’s simple. Appropriate staffing levels are vital for maintaining efficiency and meeting SLAs. Which brings us to our next point.

Without the right people, you can’t build a high-performing IT help desk team. Look for candidates who have a strong blend of technical expertise and soft skills.

Here are some tips to find the best fit:

A well-defined service catalog is invaluable for users and help desk agents. It outlines the available IT services, support procedures, and response times, setting clear expectations.

Here are some key benefits of having a service catalog:

Customizing the work environment enhances productivity and job satisfaction. Provide ergonomic workstations, up-to-date technology, and a user-friendly Jira ticketing system. 

Encourage personalization to create a comfortable and motivating workspace. A well-designed environment supports efficiency and fosters a positive atmosphere. That way agents can perform at their best.

This goes hand in hand with a service catalog. Maintaining enough capacity to handle ticket volumes is a must for a smoothly functioning help desk. 

Regularly review ticket data and user feedback to identify trends and anticipate demand. Ensure your infrastructure, including hardware, software, and network resources, can support the help desk’s operations without bottlenecks. 

Adequate capacity planning helps prevent downtime and ensures fast issue resolution.

What else could you do to grow your IT help desk team’s capacity?

Alina Samchenko, the COO of HireDevelopersBiz adds,

Creating specialized help desk groups allows for more focused and expert support in specific areas. Divide your team into groups based on their expertise, such as software, hardware, or network support. 

Specialization makes agents handle issues more efficiently and effectively, as they can use their in-depth knowledge and experience. This approach also facilitates better resource allocation and improved service quality.

Using apps like Queues for Jira & JSM, you can create VIP groups only visible to chosen members of your organization. Unlike native JSM, the Queues app doesn’t restrict visibility to JSM agents only.

That way, the right agents will resolve the right issues as fast as possible.

Read more:

Preparing responses for common issues speeds up resolution. Develop a library of templates and scripts for frequent problems and inquiries. 

This practice ensures consistent and accurate information is provided to users quickly. Pre-prepared responses also reduce the cognitive load on agents, allowing them to focus on more complex and unique issues.

This is easier said than done. Prioritize customer satisfaction and empower your help desk team. Provide the resources, training, and support they need to excel. Foster a culture of continuous improvement and proactive problem-solving.

Last but not least, invest in continuous learning and skill development of your team. Regular training programs should cover technical skills, soft skills, and customer service best practices. 

Technical training ensures that the team stays up-to-date with the latest technologies and troubleshooting techniques. Soft skills training, such as communication, empathy, and problem-solving, helps agents provide better user experiences and handle challenging situations more effectively.

Encouraging cross-training among team members is another valuable practice. When agents are well-versed in multiple areas, they can step in to assist colleagues during peak periods or when specific expertise is required. This improves team flexibility and promotes knowledge sharing. 

Offering ongoing learning opportunities, such as access to online courses, workshops, and conferences, keeps the team engaged and motivated to grow professionally.

A recent study by Forbes shows that companies with comprehensive training programs see significant financial benefits. They have an income per employee that’s 218% higher than companies without formal training. They also enjoy a 24% higher profit margin, highlighting the strong impact of investing in employee training on overall financial performance.

Technical skills are essential for IT help desk agents, but soft skills are equally crucial for exceptional user experiences.

Empathy, active listening, and clear communication are key to understanding users’ needs and conveying solutions effectively. Help desk agents who possess strong soft skills can build rapport with users, reduce frustration, and create a positive perception of the IT department as a whole.

In a survey conducted by the Help Desk Institute, 68% of respondents cited communication skills as the most important attribute for help desk agents, followed by problem-solving skills at 63%. Investing in soft skills training not only improves user satisfaction but also contributes to a more cohesive and collaborative help desk team.

Some popular certifications for help desk technicians include:

By gaining hands-on experience, practicing troubleshooting techniques, developing soft skills, and pursuing relevant certifications, your agents will be well-prepared to excel in a help desk technician role and provide top-notch support to users.

Creating a customer-centric culture is essential for help desk success. As Jeff Bezos, founder of Amazon, once said, 

To prioritize customer satisfaction, help desk leaders must:

Empowering help desk agents is key to fostering a customer-centric culture.

Help desk leaders should:

Equipping help desk staff with the right tools, training, and support is crucial for their success.

To provide adequate resources and support, help desk leaders could:

Help desk leaders must also prioritize their team’s well-being.

They can do that by:

By fostering a customer-centric culture and providing adequate resources and support, help desk leaders can strengthen their teams and deliver exceptional service to their organization.

Proactive problem management reduces incidents and improves service quality. Here are some ideas on how to introduce it in your help desk.

One of the most effective ways to maximize help desk efficiency is by identifying and addressing the root causes of recurring issues. When the same problems keep showing up, you want to dig deeper and uncover the underlying reasons behind them.

To achieve this, help desk teams should conduct thorough root cause analyses for high-impact or frequently occurring problems. This involves gathering data from various sources to piece together a comprehensive picture of the issue at hand. These can include:

By analyzing this information, teams can pinpoint the specific factors contributing to the problem. No matter if it’s a software bug, hardware failure, or a process bottleneck.

Once the root causes have been identified, the next step is to develop and implement long-term solutions to prevent it from happening again. 

This may involve collaborating with other IT teams and stakeholders to address systemic issues that span multiple departments or systems. 

For example, if a recurring problem is traced back to a software defect, the help desk team should work closely with the development team to ensure that the issue is properly fixed and tested before deploying the solution to production.

Another key strategy for maximizing help desk efficiency is implementing proactive monitoring and maintenance. 

By using monitoring tools to detect and alert on potential issues before they impact users, help desk teams can stay one step ahead of problems and minimize downtime.

Effective monitoring involves setting up automated alerts and thresholds for critical system metrics, such as CPU usage, memory utilization, and network latency. When these thresholds are exceeded, the monitoring system can notify the help desk team. Then they can investigate and resolve the issue before it escalates into a major incident.

In addition to monitoring, regular maintenance tasks let you keep systems running smoothly and prevent issues from arising in the first place. This includes activities such as patch management, system updates, and database optimization. 

By proactively performing these tasks on a scheduled basis, help desk teams can make sure that systems stay secure, stable, and performant.

As part of proactive maintenance, develop and regularly test business continuity and disaster recovery plans. These plans outline the steps and procedures necessary to maintain operations and minimize downtime in case of a major incident or disaster.

By having well-defined and tested plans in place, help desk teams can quickly and effectively respond to disruptions, ensuring that critical systems and services remain available to users. This not only helps to maximize efficiency but also demonstrates the help desk’s commitment to delivering reliable and resilient IT services.

Finally, developing a comprehensive knowledge management system is essential for maximizing help desk efficiency. 

A knowledge management system is a centralized repository that captures and shares solutions to common problems, best practices, and other valuable information.

By documenting and sharing knowledge, help desk teams can reduce the time and effort required to resolve issues, as agents can quickly search for and apply proven solutions rather than starting from scratch each time. This not only improves resolution times but also ensures consistency in the quality of support provided to users.

To create an effective knowledge management system, help desk teams should:

By investing in a robust knowledge management system, help desk teams can tap into the collective wisdom of their organization. Thanks to that, they deliver faster, more consistent, and more efficient support to users.

Read next:

In today’s fast-paced digital landscape, an efficient and well-equipped IT help desk is essential. By implementing these proven strategies, you can optimize your help desk operations, improve user satisfaction, and drive overall business success.

Focus on establishing clear SLAs, automating processes, and investing in your team’s skills and knowledge. Use data-driven insights to continuously refine your workflows and identify areas for improvement. Equip your help desk with the right tools and technologies, fostering a customer-centric culture and proactive problem management approach.

Start by assessing your current processes and identifying the most impactful strategies for your organization. Collaborate with your team to develop a roadmap for implementation. Set clear goals and milestones along the way.

How will you prioritize these best practices to maximize your help desk’s potential in 2024 and beyond?