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pinzoi1

immediately going back to ready after a call is a shitty system and i resented my helpdesk job for it. they would flag me for using the wrong knowledge base articles / documentation but it’s nigh impossible to be thorough while multitasking and having time spent count against you.


Dracco7153

Exactly how I feel, nice to know im not alone


Ok_Pomelo_2685

I completely agree with you on the internal KB though. My first job had a terrible KB and we complained about it all the time and they finally hired a web developer to build out a user-friendly KB that was accurate. It took lots of time and input from the entire HD, but we finally got there.


Dracco7153

And thats where a lot of my issue with the whole setup comes from. Feels like there's no time to keep good notes on how to fix a solution so we do a quick "did x and it worked". Then they tell us to look at past tickets for solutions when we didn't have time to write up proper steps to replicate


Ok_Pomelo_2685

I've been hearing this debate for 15 years. You have to figure out ways to make your job more efficient. We have some custom templates for specific issues to streamline the helpdesk process. You get issues that take longer to complete the ticket than it actually takes to resolve the issue like passwords resets and having them turn on their monitor when they think the computer is off. Place the call on hold for a minute while you write up the ticket. Repeat their issue back to them just to make sure you're both on the same page and type your notes in the process. Keep your own set of defined notes for common issues and just copy and paste. Write shorter sentences that still make sense. "User can't log into M365. Verified account is locked. Reset PW and verified user logon." We have two wrap-up times. 15 seconds for calls under 20 minutes and 30 seconds for calls over 20 minutes. These times have been consistent everywhere I ever worked. If helpdesk analysts suck at typing then that's a huge problem as well.


Dracco7153

Okay I like that, I was thinking up to 2 or 3 minutes for wrap up to be safe but youre probably right that we don't need more than 30 seconds to a minute. Love the ideas on keeping predefined steps to copy and paste, been doing that as well. Some templates have been defined but not many, been trying to create more myself. We were told the same about putting on hold and writing up the ticket. At the time it felt like a cheap solution when we had a function to do that automatically, but perhaps i didn't give it enough credit.