Technology

How to Manage Mobile Users With a Help Desk

helpdesk

Mobile devices are a staple of modern life. To ensure your business can remain competitive, you need to take steps to ensure your business is adaptable to mobile users.

This might include creating a mobile app for your business or ensuring you have a mobile-friendly website. In any case, the least you should do is offer your IT help desk support team and other employees a mobile help desk app.

What Is a Help Mobile Help Desk?

mobile help desk is a virtual technical service platform. Through your mobile help desk, you can provide users with answers to questions, troubleshoot glitches, address software or hardware issues and offer other services that they may need to handle technical issues they have while trying to get their work done.

The Need for a Mobile Help Desk

You need this type of help desk to assist users who have issues with the technical aspects of their hardware or software they use everyday. If users are having a problem, they need to be able to access IT technical support easy to resolve the issue.

The costs of not having an agile, mobile help desk include increased down-time of employees, lower efficiency of both employees experience the issues and of the IT help desk out servicing issues at users desks, and opportunity costs of not being able to get more work done.

Best Practices for a Mobile Help Desk

For the most effective help desk set up, you need to make sure you have adequate staffing. Having to wait in a queue for service is something that users do like. If you have incredible wait times, your organization could actually see it’s culture be affected, since they aren’t getting the support they feel they need to do their job.

The second important thing to do is to make your help desk easily accessible. Having a mobile help desk allows anyone to access the help desk knowledge base of documents or submit a ticket for support right from their phone. Since most people carry around their phones with them everywhere these days, they will have a direct line of communication with the IT team at all times to get their IT hardware and software issues resolved.

In addition, you need to make sure you train your help desk staff effectively. They need to be able to quickly provide resolutions to users’ issues. You can also provide them with a handbook or implement an IT knowledge base that will enable them to more easily help users regardless of their technical issue.

Finally, you need a system in place to follow up. Sometimes, a technical fix may seem to work in that instance, but later, it stops being effective or additional issues come up. You need to make contact with the users who use your help desk so that you can see if they have further problems or if the technician was able to fix their issue completely. Again, this helps build trust between your company’s employees between the IT department and other internal departments.

How to Provide Services

You will have to decide how to offer help desk services. Your two main options are through a chat or on the phone. You certainly can offer services through both if you want.

When it comes to technical issues, it may be more successful to offer them through chat because this also allows you to integrate technology that enables screen sharing. Screen sharing is when your technician can gain access to the user’s screen to see what is happening. For IT issues, this is helpful for situations where a user cannot explain what is happening.

However, users may feel more comfortable explaining their issues over the phone. So, you may benefit from offering both options.

 

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