What is a Helpdesk?

OK, to start with it’s not a desk that helps people! A help desk is a team of individuals (generally support staff) that provide solutions and resolutions to customers experiencing problems. Generally working at the 1^st tier of the support model they are responsible for Incident reporting and resolution vs. Problem Management (I shall discuss those terms in greater depth below).

What is an Incident?

Simply put, an Incident is anything related to a customer contact (Incidents are also reported by automatic means via monitoring tools and I will discuss those types of incidents in greater depth in later posts). Incidents related to customers can be anything really – Information requests, Account Updates, Issue reporting are all examples of Incidents. Incidents can also be reported through a variety of different methods – this could include the phone (probably the most common), email (a close 2^nd) and even chat. As mentioned previously, automated monitoring tools can also generate incidents.

All of these different Incidents coming from/through different sources would get routed to your Incident Management tool. For smaller teams, this could be something as simple as a spreadsheet but in larger organizations, either in-house customer-built applications or enterprise level tools prevail.

Incident Management (in a nutshell)

Your helpdesk is responsible for reviewing the information in each of these incidents and checking if there is an appropriate solution already available to the customer. For those instances for example where the customer wishes to update their Account Information, the helpdesk would look at the Incident, obtain the correct new information (& assuming that all appropriate security questions had been reviewed) log into the customers account and update the information. Once the information had been updated, they would inform the customer and then close the Incident. This is probably one of the simpler examples of an Incident from start to finish.

If the customer is reporting a problem or an issue, the Helpdesk staff are responsible for updating the Incident with all the relevant details as supplied by the customer. If the customer’s issue matches a known fix they are able to inform or supply that fix to the customer, however, if that is not the case they would need to escalate the issue to the Problem Management team. The simplest way to think of the Incident Management (Helpdesk/Tier1) team and the issues they resolve is that if a “band-aid” exists they can apply it. If more drastic attention is required they will need to call the Doctor!

Problem Management

Problem Management is where the interesting work really happens. Incident Management due to its repetitive nature can get tedious and is definitely a drain on the more skilled staff in your organization … if you have people like that, think about moving them into Problem Management if you have such a team or create one if you don’t! Problem Management is more in-depth. It’s where more often than not a single Problem is the cause of multiple Incident’s from multiple customers … as such you want your best people at this level. Generally, you would consider this Tier 2 or Tier 3 from an escalation and staffing perspective and dependent on your product or service you would have some very technically oriented people there. Their goal is not to just provide a band-aid, but rather to find out why the problem happened in the first place and fix it. Ideally, they should be looking at ways to fix it in such a way as to ensure that it doesn’t happen again!!

KPI’s

Now each of these teams would have different metrics in place. Obviously, your Tier1 team (Incident Management/Customer Service/Helpdesk) needs to get back to the customer in a timely manner. Their goal as already mentioned is to fix it, fix it fast and move on. A band-aid will not always reattach the finger though, so it’s up to the Tier2 team to ensure that the surgery goes smoothly which obviously takes a lot more time as you don’t want the surgeon doing a shoddy job!