A helpdesk is nothing if it does not seek to improve. There are a number of ways that good companies should be keeping on top of things particularly when it comes to customer service.
First of all, they have to make sure that the helpdesk staff are up-to-date with all the latest issues and know how to handle them. With something like IT support, where things can change quickly, this requires regular initiatives to ensure the customer gets the right answer and access to the appropriate expert advice.
Another way to ensure your helpdesk is up to scratch is to survey your customers and ask their advice. This can be done by a follow up call or email and helps you find what works and what needs to be improved.
Other helpful ways to track the success or otherwise of your helpdesk is to monitor phone calls and to retrain staff when necessary.
One of the bug bears for those who outsource their IT infrastructure is the level of support received when there is a problem or issue. At M2 Computing our helpdesk is based in the UK and manned by skilled IT technicians who will have access to your systems and will be able to provide the advice you need and want.
Our helpline staff provide jargon free advice for any problem associated with your network whether it is a PC problem, server or any other device. Many problems can be solved by accessing your system remotely but if that can’t be done then an expert will be dispatched to deal with the issue onsite.
Our M2 Assist facility provides the support you need to make sure your systems are up and running properly and we can tailor our service to meet your very individual business needs.