Effectively Structure an IT Help Desk!
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The help desk is the “face” of the IT support organization, as it is the first department to interact with customers when technical assistance is needed. Help desk personnel are responsible for building strong, positive relationships with customers. A successful help desk ensures customer issues are addressed and resolved in a timely, efficient manner.
When structuring the IT help desk, MSPs must consider the tiered support model to escalate customer incidents to the right specialists. Though tiered servicing is effective, some IT organizations prefer to implement a less hierarchical method of support. “Swarming” is an alternative support framework that encourages a more collaborative, non-siloed approach for managing customer incidents.