Developing and maintaining a team of motivated and effective technical support professionals is challenging, but the rewards can prove significant.

Certainly, there’s no substitute for a capable help desk team dedicated to assisting end users. Organizations typically don’t achieve goals if users struggle or employees don’t know how to maximize investments made in applications, cloud services, remote connectivity technologies and other important workplace solutions.

Having access to a team of engaged professionals who are truly motivated to assist others in fulfilling their own roles can be a game changer. This guide, written by Erik Eckel for TechRepublic Premium, relays six steps organizations can adopt to gain such an advantage.

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2. POST A TRIAGE DIRECTOR TO SET PRIORITIES

Organizations will be well served, too, by adding another role to the help desk. Having a triage manager takes pressure off service technicians. With a triage manager monitoring the ticket queue, setting help desk staff members’ priorities and continually making adjustments to ensure service is properly allocated to the correct tasks, a help desk will run more smoothly.

The role can also monitor and enforce service-level agreements and commitments. A triage or escalation manager in place can help review service requests, help support techs determine which tasks need immediate service or which can wait and assist with recruiting a network administrator, service engineer or even a third-party technical support contact, when necessary. In addition, having a triage or escalation manager in place means that forward-thinking information technology departments can help maintain proper service commitments and response windows.

Enhance your help desk with our eight-page PDF. Previously priced at $49, this is now available for download at just $9. Alternatively, enjoy complimentary access with a Premium annual subscription. Click here to find out more.

TIME SAVED: Crafting this content required 16 hours of dedicated writing, editing and research.