The Checklist Every IT Help Desk Agent Needs To Get A Satisfied Customer

It's okay to be unsure of different aspects when setting up a new system. Which channels are efficient? How can tasks be automated?, and What are the measurements for attaining better outcomes? These are some of the questions needed to come to mind.

It takes time, careful consideration, and earnest efforts to master the art of making the most of your help desk. However, you can avoid a grueling uphill battle by arming yourself with the proper help desk checklist.

Our brief help desk feature checklist will provide all the assistance you require, whether you are looking to invest in new help desk software for the first time or are just attempting to get started with one.

A solid support department, which boosts customer happiness and loyalty, is built on a well-organized help desk.

For any company, big or small, a help desk is a need. It enables clients and customers to contact customer service and obtain support with any customer concerns they may be experiencing.

Advantages provide include:

  • Provide customers with a smooth experience across all platforms
  • Increase team effectiveness and provide the ideal environment for internal cooperation
  • Offer knowledge bases as self-service choices
  • Engage in live conversation with customers or use a chatbot to automate this
  • Track your team's performance and pay attention to performance metrics

1. Channels For Customer Service

Customer service communication channels should be the first item on your help desk's daily checklist. You need to be fully aware of the channels that clients utilize. 

When it comes to getting in touch with a company for help, modern clients have many options. While some prefer email, others are more at ease using digital platforms like live chat.

You should consider these crucial issues before deciding on the routes of communication:

  • How many different ways do we now provide our audience with customer service?
  • What are the most popular channels in your sector?
  • What channels of communication do our direct competitors offer?

You may analyze demand, comprehend client expectations, and determine which channels would be most beneficial for your support desk personnel with the help of the responses to these questions.

2. Establish The Hours When Your Support Staff Will Be Available.

You must have a productive system that enables clients to get in touch with you at various times if you want to give them the best service possible.

Why is it crucial to specify the operating hours of your support staff?

Customers will know when to anticipate a response if you set office hours. It will lessen the volume of requests received at odd hours or on weekends when nobody can answer them. Hence, lesser questions will be sent after hours or on the weekend. Additionally, your SLA compliance will be impacted by business hours.

What are the proper business hours?

Look at when customers regularly contact you to help determine when support professionals will address client inquiries. If you offer an international support service, keep time zones in mind. On your website or contact page, you should also make sure that these hours are prominently displayed.

Which tools should use to establish business hours?

  • Zoho Support provides a live chat function so that clients may contact you at any time of day if necessary and allows you to set up several time zones and the hours when your support agents will be available in each one.
  • Timely enables you to set up various time zones for every day of the week and automatically notifies your support team of their upcoming shifts.

3. Make Sturdy Ticket Workflows

ITSM ticketing system is vital for IT Helpdesk Agents, streamlining user requests and ensuring efficient service delivery.

Any information on a specific client complaint or request is in a support ticket. By designing the proper ticket procedure, you can track the ticket in real time and address it.

Workflows that assist you manage the whole ticket lifecycle should be on your help desk checklist. Every step, from getting a ticket to resolving it, should be well-planned.

So how exactly does a ticketing workflow operate? 

A workflow outlines each step agents must take to address each support issue, so there you have it. Additionally, they give way for issues to escalate quickly and effectively.

Consider the scenario where an agent receives a refund ticket that requires manager approval. The agent must take the necessary actions to escalate this ticket to the concerned person or team—the changing of the ticket's ownership, designating it as "escalated," and other actions. When you have the proper process, all of these steps are properly taken care of. 

4. Check The Agent's Training

The upskilling of your staff to increase productivity, knowledge, and support quality is termed customer service training. Agents should receive continual training, so they are prepared to perform customer service and help desk tasks.

The following topics are included in your curriculum for 360-degree agent training:

  • Customer service

The skill training aims to raise agent abilities needed to provide better customer service. For instance, understanding the company's goods and services, helping clients with technological problems, and more.

  • Software training

 In addition to other tools, help desk representatives use help desk software. Make sure personnel are trained in using these tools if you want efficient customer service to become a reality. 

Let them investigate more complex features and get their queries answered.

  • Training in Soft Skills

Training in soft skills is just as vital as training in products or procedures. Agents need interpersonal skills, or "soft skills," to provide meaningful client experiences—for instance, empathy, a good outlook, patience, a capacity for problem-solving, and more.

5. Equalize The Value Of On-Site Support

When the support processes are balanced, a help desk operates at its best. For effective performance, you must offer both on-site and remote support.

Support provided to customers on their property is referred to as on-site support. When on-site (online) support can't be offered or when it doesn't resolve the issue, this support is given.

For instance, it is occasionally impossible to assist consumers by phone or email if you offer technological devices. An agent must visit the customer to determine the nature of the issue.

Why, therefore, is this significant? 

Many companies are concentrating on popular digital platforms like live chat, chatbots, social media, etc.

They frequently overlook the value of on-site help in this approach. Therefore, you should give both off-site and on-site help desk support top priority for a well-rounded support experience.


While no help desk setup or operation is the same, you can choose from those mentioned above to suit your particular sector, business objectives, or KPIs.

The correct help desk checklist will undoubtedly make things much simpler for everyone. Customers will be satisfied with the help they receive, and agents will know just what to do.

To get better outcomes faster, start by choosing the customer-preferred channels for contact, communicating agent duties, equipping your staff with the necessary skills, and automating your business operations. Remember to give on-site and remote help similar weights if you want to strike the appropriate balance. Are you prepared to maximize your help desk?

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