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Recipe for Success: Key Ingredients for a Great Help Desk Team

By Dina Ferriero | Thursday, April 19th, 2012

Next week, our Global Support Group director, Dan Kummer, will be attending the Help Desk Institute’s 2012 Conference & Expo in sunny Orlando, Florida, where he will hear from some of the industry’s top experts and learn about new support desk technologies and trends.

As we look forward to this great event, we got to thinking about our own help desk team and support teams in general. What makes one help desk better than another? What are the key ingredients in providing the best possible IT support to clients?

Here are our thoughts.

Recipe for Help Desk Success


  • A team of experts –available around the clock – with the technical skills and resources necessary to efficiently respond to and resolve clients’ IT issues

  • Proactive system maintenance to help prevent common issues before they become costly, and to ensure all client systems are up-to-date with the latest patches and enhancements

  • A well-documented escalation procedure for more challenging IT issues, especially those that may require on-site assistance

Directions:Recipe for help desk success

Combine all ingredients.

Start with high-quality technical support to all clients via both email and telephone communication. For basic client questions, the help desk analysts should be well-trained in handling incoming requests. For slightly more challenging or intricate issues, the analysts should have easy access to all appropriate resources necessary to resolve the issue.

Next, incorporate a team of personable and quick-working resource coordinators to assist clients with more advanced issues by providing access to on-site support engineers. These individuals dispatch field engineers to the clients’ offices if the issue calls for that level of hands-on support.

Then, mix in a top notch system maintenance group which keeps client service standardized by completing maintenance testing checklists on an ongoing basis. This team should document and analyze any trends they find during scheduled maintenance periods. This proactive service method helps mitigate the incoming traffic to the other help desk sub-groups, whose services are, by nature, more reactive. If a maintenance team analyst discovers something amiss in a client’s system, they should escalate the matter to the resource coordination group so that an engineer can be dispatched to investigate and resolve the issue.

Finally, combine all of the previously mentioned ingredients together and implement a clearly-defined client issue escalation procedure that is documented and thoroughly understood by all analysts on the help desk team. A formalized process for escalating challenging issues to the most capable internal resources ensures that even the most in-depth issues are addressed in a timely manner, with as little disruption as possible on the client’s end.


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For more information on the Eze Castle Integration Global Support Desk, check out the following video or contact an Eze Castle representative today!


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