By Rick Ehman
Ever since I began my position as the Help Desk manager for Evolve Systems, I’ve been trying to figure out the best way to help our customers solve their problems as efficiently as possible. I have developed a short list that will create a more cohesive relationship between our customers and the staff member in charge of assisting them.
- Kindness goes a long way. We all know that technology can be confusing at times and we usually don’t ask for help until we have exhausted our own abilities. Remember that the person on the other end of the line is human and that they want to help you.
- Email first, phone call second. The best way to get your problem solved quickly is to submit a ticket through our website: evolvehelpdesk.com. Think of it like sending an email; you can clearly explain your problem and include screen shots and hyperlinks to the issue at hand. The more information, the easier it will be to solve the problem. Calling in to the Help Desk skips the “entering a ticket” step and slows the process.
- Be thorough. In order to best serve our customers, we need as much information about the problem as possible. There were a few occasions in the recent past where customers would submit a ticket that said, “I’m having trouble with my email. Please fix ASAP.” As I said before, we are here to help, but we need more information. Always provide your domain name, specific problem, and contact information.
- Patience is a virtue. Keep in mind that not all problems can be solved by a click of a mouse. Some situations call for in depth investigation that can take an unspecified amount of time to 1, track down the problem and 2, fix it correctly. A Help Desk ticket doesn’t fall through the cracks, we are always on top of the situation. Sometimes some tasks simply take longer than others.
If you have any questions or suggestions regarding this list or anything Help Desk related, feel free to contact me at [email protected]