Help desk management: Bring evolution in the operations of a business

All of us very well know that help desks have been the basis why IT operations are very solid for federal, state and local governments. The very fact that the cross-functional nature of the operation is just to help the daily impacts and the productivity which further enables the agency to meet the requirement of the stakeholders. Also, the cross-functional nature would thus suggest that the help desk would directly impact productivity and also help in increased sales.

But in the past few years environments have become very complex and according to researchers productivity, has decreased by 60% in the last 2 years. Also, the managers are really struggling to see that the help desks are operated at their best efficiency.

At the end of this blog, you will be able to understand how IT managers can help in ensuring their help desks exceptional services and also increase productivity.

1. Create the right structure

The efficiency of any firm can be greatly enhanced just by keeping a proper help desk in place. Also by organizing help desks into a variety of tiers. Just by looking at the ticket and understanding the issues in a ticket. It managers can understand how to set up a channel for inhouse communications and escalations.

2. Queue and assign requests

All the tickets at the help desk are addressed on a priority basis, if you have a higher priority task and the technicians are taking up most of your productive time then help desk management is what you would need.

It helps in queuing up tickets on a first-come and first-serve basis and assignment models which are automated are kept on top of the requests. It is also possible to apply ticket assignments on a priority basis.

3. Conduct end-user surveys

If there is a requirement to look at the help desk’s performance IT managers need to assess the critical success factors including technicians and technology.

It is important the technicians are evaluated on the basis of their responsiveness and the speed of the ticket resolution and processes by ease. If the business wishes to thrive it is important to send a survey to the users when the tickets are closed and in case of higher scale feedback conducting annual or semi-annual surveys is important.

4. Empower end-users with self-service

Many times users encounter a lot of repetitive issues which can only be resolved by the IT help desk team. So we would suggest that creating a self-service portal would be really helpful which can provide information and solutions including a service catalog where it is very easy to view and look for the services that are needed. Also, a self-service portal would give organizations to choice of the service that they need. 

5. Better manage routine tasks

There are a lot of tasks that are performed on an everyday basis like changing the printer’s tone and performing the system checks. It is possible to take care of these tasks with the support of help desk management software.

The tasks can be conducted either by:

  • Automating: It means automating simple and routine tasks which can further help in resetting the passwords.
  • Scheduling: A ticket is created at a particular time and is further assigned to a proper technician.


IT help desks are recognizing the value additions rather than cost centres. Just so that the needs of stakeholders are taken care of agency help desks have to be in always competition with the evolving of emerging increasingly complex technologies. The above blog can help in setting up an IT help desk for the success of the business and add great value to the agency users.

For more information on how to set up a Help desk management software please contact us at Coding Brains at

Written By
Faiz Akhtar
Faiz Akhtar
Faiz is the Technical Content Writer for our company. He interacts with multiple different development teams in Coding Brains and writes amazing articles about new technology segments company is working on. Every now and then he interviews our clients and prepares video & audio feedback and case studies.