Helpdesk 101

Hello, you have reached the helpdesk, how may I assist you?



At one point or another, we have all contacted a helpdesk for some assistance. Whether it was because our connection to the internet was not working, or we simply required assistance in Microsoft Word, having somewhere to call is crucial. A helpdesk is often the first point of contact whenever a technical issue arises.

In this article, I will describe some of the fundamental components which make a helpdesk effective. Although there are several different configurations possible, I will focus mostly on the basics.

Central Point of Contact. It is important to have a central point of contact where clients can call when assistance is required, such as a 1-800 number. From there, a telephony system will route each call to various agents within the helpdesk. This is typically the first point of contact.

Common Email Account. As with a central telephone line, it is important to also have a common email account. One that is accessible by several people, but in which all help related requests are sent. For example: helpdesk@support.com. This enables all team members to work from a central mailbox, and allows clients to always send messages/requests to the same mailbox.

A website. Always important is a website. It should contain Frequently Asked Questions, Technical documentation, How-To’s, etc. There are an increasing number of computer savvy users which prefer to research their problems before calling the helpdesk. If a client can resolve their problem via a website, it may possibly save the helpdesk an unnecessary call.

Online help. This is normally a web component that allows clients to directly interact with a helpdesk agent through their website. An increasing number of organizations have started using online help. The advantage is that if the client is unable to find the required information, clients can chat directly with a helpdesk agent to assist them while online. It lowers call volumes, and allows clients to receive immediate assistance.

Remote Assistance. This is probably a helpdesk agent’s most important tool. It allows technicians to connect directly to a user’s computer in order to see the problem first hand. Since both the client and the technician are able to interact with the client’s computer, it is much easier to explain and guide clients through questions and/or problems. In some cases, it allows technicians to have full control over the client’s machine, allowing him/her to fix the problem remotely.

Knowledge Base. A knowledge base is a central repository containing information for functional questions and technical problems. They are normally built in-house, or through a service provider such as Right Answers. An in-house knowledge base is typically a large investment in time and resources, especially if you are building one from scratch. However, having an information database will benefit both the helpdesk staff and the clients. It ensures information accuracy and consistency which can be used both internally and for online support scenarios.

Properly trained staff. There have been cases where I contacted a helpdesk, and I knew more than the agent I was speaking with. This is not ideal. It is true that varying levels of knowledge will populate a helpdesk, but for the most part, clients should not be guiding helpdesk agents. Technology is constantly evolving, which means the helpdesk staff must evolve with it. Continuous training is the only way to ensure your helpdesk staff is always up to date.

Bilingual Employees. In this particular example, I am referring to employees who can speak in both computer lingo and _______ (fill in the blank with the language of your choice). Since helpdesk staff members are required to be translators between clients and other tiers of support, they should also be able to communicate proficiently with each group. Speaking on a level too technical may frustrate a client; where as other tiers of support require specific technical information in order to solve problems. Finding employees with this balance of knowledge and communication skills is not as easy as it sounds.

Proper hardware. You do not want to call a helpdesk, and continuously hear them say: “Just a minute, I’m waiting for my system to respond…” You'll need to ensure the entire helpdesk’s infrastructure; from desktop computers and servers to the network infrastructure is up to date. This does not mean an upgrade is required every time Microsoft or Dell release a new product, but at the very least renew your hardware every 2-3 years. Although the lifespan of computers nowadays is longer, the price of supporting them continues to increase. Keeping them too long beyond their warranty may not be cost effective.

Although the points above do not encompass all that is required to start a helpdesk, they do provide a solid starting point. It should be noted that often times, helpdesk agents do not receive the recognition they deserve, but they do play a key role in today’s business continuity. They keep clients up and running, and are normally the first to know when a general informatics problem occurs.