Positive Use of IT Self Help Desks
IT Help Desks are often looking for ways to improve problems and customer service. With self-help technologies on the rise, they’re often not the “silver bullet,” one-stop answer to improving the Help Desk. If implemented properly, self-help tools, combined with other people and processes, can smooth out and improve the Help Desk workflow while improving overall service levels.  What is the purpose? Self-help technologies are tools that allow users themselves to initiate action when a Help Desk call is deemed necessary. Instead of calling, waiting for help, and then explaining the problem to one or more agents, the user can start trouble tickets and alert agents to problems independently. This process may even reduce costs by directing simple questions to an automated system. Self-service tools allow agents more free time to handle unique issues or resolve a problem that has already been identified. directing simple questions to an automated self-help system reduces costs by off-loading the support burden onto the customer. That is an intelligent and proper use of self-help technologies. Self-help technologies address two critical business drivers: the desire for simplicity and drive for best practices in IT. Such technologies empower customers to find answers and/or log their own service issues around the clock.  Delivering help desk self-service that truly helps rather than hinders users reflects positively on the organization, and helps keep both internal and external customers happy.Â
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