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5 Ways to Improve Your MSP Service Level Agreement (SLA)

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5 Ways to Improve Your MSP Service Level Agreements (SLAs)

SLAs are the foundation of your MSP business. They are essential to building strong client relationships and must be clear, reasonable and well-constructed.

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5 Principles of Effective Help Desk Management

Posted August 31, 2015by Madelyn Newman


Face it: your help desk is the face of your company. It's step one for customers looking for answers to their immediate questions, whether big or small. Your customer service is typically judged on clients’ help desk interactions, so you can’t afford to let things slide.

The good news? When you supply the help customers need, you solidify your role as their trusted business advisor. You need to make sure you have a plan in place to address all of these incoming service tickets without delay. The trick to ensuring your team remains cool and confident under the pressure is all about utilizing Help Desk Management.

What are the five keys to true help desk efficiency?

 

1. Everything is a Ticket 

Service tickets house all of your most important data, so this rule cannot be stressed enough. Every single phone call or email about an incident or request must be logged as a ticket in order to capture all work performed; whether the issue is big or small, routine or urgent, there is no way around it.

Teach your techs that every interaction with a client is a ticket. Internal requests, alerts, emails, phone calls, portal requests…they all go in a ticket. Once this becomes a habit, all of your client records will be up-to-date and accurate, meaning you can ultimately better serve all of your customers.

 

2. Keep Customers in the Loop

No one likes being kept in the dark. Closed Loop should be one of your closest friends to make sure you maintain open communication with clients at all times.

Utilizing things such as auto-response emails and automatic ticket escalation within your help desk can go a long way. Placing a huge emphasis on transparency with your clients through progress and status updates keeps them invested in the work you’re doing on their behalf.

 

3. Say Yes to Process

Remember all of those service tickets we talked about in the beginning? Here’s where they pay off. When your help desk is set up for efficiency, everything ends up as a service ticket on your service boards, which triggers the workflows that ensure the right next steps happen quickly. 

The key takeaway here is this: make sure all of your tickets are routed to the correct service boards. These serve as the center of your organization. Properly managed service boards, with detailed processes and workflows, ensure client satisfaction.

 

4. Booked Up, Busy and Billable

You may think one of your techs with spare time can take a few minutes to answer those new tickets on the board. Well, I’m here to tell you that dispatching can do wonders for your organization. Relying on a dispatcher to fill your engineers’ calendars means they will be booked up, busy and billable.

They’ll help you plan ahead, manage your time more efficiently, and enforce all of these efficient processes that you’ve just set up. This means a better ROI from your help desk overall by producing more results in less time. No one wastes time wondering what to do next – you’re living by the calendar!

 

5. Time, Time, Time

Every time a tech works on a ticket, their time should be entered right away. This habit ensures more accurate time tracking, more billable hours and a better sense of how everyone’s time is spent. Time tracking is your key to spotting inefficiencies, and ultimately increasing profit. 

So there you have it – 5 principles of effective help desk management. Streamlining your help desk processes will help you take your business to the next level. And who doesn’t want that?


How else can you maximize the ROI on your help desk?

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Madelyn Newman, Community Specialist for ConnectWise, is responsible for checking the online pulse of the ConnectWise Community. She loves creating compelling content for IT solutions providers, and is passionate about anything that can help MSPs across all avenues connect, collaborate and grow. A graduate of the University of North Carolina, Madelyn is Net Promoter Certified, meaning she can crunch survey scores faster than a slice of pizza (a notable achievement). She is the voice behind all ConnectWise social media accounts, and gets a strange kick out of Facebook comments and Twitter favorites – be sure to send her a line at @ConnectWise.

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