In this article, you will
learn What
is IT Help Desk? A knowledgebase is, without doubt, one of the most important tools your IT service desk needs.
Without a knowledge base, the organization runs the risk of inconsistent
support, long phone calls, and unhappy customers to name a few.
A knowledgebase also
contains articles that help end users/customers solve their problems, lists
of frequently asked questions (FAQs) and technical documentation that support
staff can access to answer more specialized questions.
If you are still not
convinced and fully integrated - or if you need to convince the powers worth
investing - I have compiled this list for you! You're welcome.
Here are 10 benefits for
your IT service center and IT support and IT service management (ITSM)
activities in a broad sense, thanks to the implementation of a knowledge base.
1. Improve your customer
satisfaction score (CSAT)
A knowledgebase
contains articles that an end-user or customer can use to solve their problem.
They simply research their problem, select the object that will help them and
follow the instructions to solve it. The customer immediately gets what he
needs, solves his problem and does not have to pick up the phone or register a
ticket.
Happy days!
If he needs to call the
IT help desk for assistance, the help desk agent can then use the knowledge
base to: direct the customer to the correct article so that he can help himself
or refer to an article for solving the problem directly, resulting in a closed
ticket with minimal time on the phone.
A customer who solved
the problem in minutes or didn't have to contact IT support is probably a
satisfied customer.
2. Conservation of
knowledge
You will often find that
companies have a computer support center hero, someone who knows all the fixes
for each incident or at least knows who to go for the job. Although these
people are wonderful people, they can also cause a lack of urgency in documenting
knowledge.
Colleagues will ask the
hero difficult questions instead of learning what to do, thinking,
"Documentation can wait because the office has someone who knows what to
do and there are more urgent tasks to deal with. Anyway."
It will be fine until
... the hero leaves. Now you're stuck. All knowledge available for the IT help
desk has disappeared. That's right. Overnight Disappeared. Not anymore
A knowledgebase ensures
that this does not happen: everything is documented, classified and carefully
organized in a single knowledge sharing solution.
This time your hero is
gone, but not knowledge. In fact, you now have a team of heroes because they
all have the same knowledge at hand.
3. Improve SLA
statistics
Having trouble reaching
your Service Level Agreement (SLA) goals? A knowledgebase can help you because
it helps your service desk agents resolve incidents quickly. A ticket arrives,
the agent checks the knowledge base to find the information he needs, follows
the steps of the document, the problem is solved and the ticket is closed.
Also, if they can't
solve it, the document tells them which team should help later so that the
ticket arrives with the right team of solvers and doesn't bounce around looking
for a house.
4. Improve the first
time correction rate (FTF)
Service desk agents may
not know how to resolve an incident that occurs with them. Without reference
articles, your agents will waste time asking questions and wondering where to
go for resolution.
It is much faster, much
simpler and much less stressful for staff if they have a place to find what
they need, when they need it, that is, a knowledge base.
5. Adapt quickly to
changes
When the IT helpdesk has
a knowledge base, you have space to store new documentation immediately. This
means that when your organization is asked to support new technology or
service, you can quickly recover it and provide quality assistance from day
one.
There is not too much
time taken to train officers and hope that they can remember what needs to be
done. The documentation is simply classified and inserted into the knowledge
base ready to be put into service.
6. Reduce the volumes of
incoming tickets
When customers use the
organization's knowledge base to solve their problems, there is no need to
register a support ticket with IT support.
The knowledgebase can
be made available for research in the self-service portal before the customer
can access the area to register a ticket. If the document found helps them,
just click to exit and resume normal daily activities. Work is done!
7. Reduce call waiting
times
Since your service desk
agents have the knowledge necessary to resolve incidents in an easy-to-find the solution, the duration of their telephone communication with end users /
customers are reduced. Instead of putting the customer on hold while asking
questions (to colleagues) or rummaging through the training notes, simply
Search for the document he needs, solve the problem and go straight to the next
call.
Faster resolution means
more calls answered so customers spend less time waiting in line for help.
8. Reduce your training
time
It's always nice to see
a new agent comes into your IT service center, but at the beginning, it can be a
burden: someone else in the office is out of daily work (answering calls and
solving tickets) because he has to show the new block what it must be done.
Depending on the extent
of IT organization support and the number of tickets managed by the IT help
desk, the training period for new employees can take weeks and team statistics
maybe affected.
If you have a knowledge
base, this training time can be drastically reduced: your new agent gets the essence of what's going on and how it should work, so he takes care of himself
and learns about the job by using the knowledge they need it for.
It also encourages new
staff to get up and running quickly, rather than relying too much on more
experienced officials.
9. Avoid duplicates (and
associated costs)
A knowledgebase can
prevent service desk agents from answering the same questions over and over
again. You can archive an FAQ document that is made available to all customers
so that they can browse at their convenience.
Since the knowledge base
can also be used by customers to solve their problems, it prevents agents from
repeatedly making simple corrections.
Not only does a
knowledge base enables your customers, but it also allows your agents to engage
in a more interesting and varied workload.
10. Cost reduction
(without lowering quality)
By saving time to
service desk agents, reducing incoming ticket volumes and reducing the duration
of support calls, it is likely that a knowledge base will also help your IT
organization saves money. money for support costs. In addition to reducing
costs, you can be sure not to reduce the quality of the support (if you improve
it), as the support is consistent, fast and efficient.
A 24/7 knowledge base is
also available, so if the IT support center is closed overnight or for a
holiday or weekend, the customer can always step in and find the solution he
needs.
Finally, a knowledge the base has the power to create a more pleasant working environment for staff and
end-users/customers, speeding up resolution times and removing the stress of
agents helping their support. In addition to saving money for the organization
in terms of operating costs, it also guarantees a constant level of support and
quality.
