This is the multi-page printable view of this section. Click here to print.

Return to the regular view of this page.

HelpMaster Configuration Guides

HelpMaster configuration guides

1 - Service Desk Best Practice

Service Desk Best Practice

Service Desk Best Practice

1.1 - Staffing the service desk

Staffing the service desk

Hire the right people Don’t just look for technical skills - these are easily taught to IT-saavy people with an interest. Look for soft-skills - the people skills. How do they listen, empathize, encourage and support?

For any technical role, look for technology-focused people that have an interest in learning about the changing technology and like to keep up to date with progress and new things. Look for a balance in this. Do they keep up-to-date on their own time? Do they have any tech-hobbies? Do they show evidence that they enjoy working with technology, and have a passion for it in their personal life?

Induction and on-boarding

The on-boarding and induction process is crucial to all new postions, and a service-desk environment has its own unique things to cover. On-board them with training in the service desk system, and operations manual.

  • Do you have a standard operating procedure process / document?
  • Is a service-management best practice framework being used? Is this part of the induction process?
  • Cyber security best practice. The service desk needs to be on-top of cyber security and be aware of the issues, the challenges and the risks. Service desk staff have a unique position to be able to educate, and set the lead in good cyber security practice.

Learn about other service environments from new staff. The servicedesk / helpdesk is typically a fairly transisent place to work. Staff move around and are often on short-term contracts. With all of this movement, there is a good opportunity to learn from new staff - both incoming and outgoing.

Topics for discussion could be:

  • Management style
  • Telephone manner
  • Self-service
  • The service management software that has been used / is being used
  • Useful helpdesk scripts
  • Followup / satisfaction surveys
  • Team building exercises
  • Team culture
  • Operational workflow and process
  • On-boarding / off-boarding

1.2 - Document Everything

Service Desk Documentation and Procedures Manual

Do you document the operations at your servcie desk? Is there a “standard operating procedures” manual that new and existing employees can refer to?

Here’s some idea of things to document:

Service Desk Basics

  • Telephone manner
  • Email ettiquete
  • Service Level Agreement documents
  • Soft-skills

HelpMaster Basics

  • How to classify the priority of a job
  • What different job status codes mean
  • How to resolve a job
  • Using Templates

IT Security

  • Running scripts
  • Password management
  • Remote desktop sessions
  • Identity management

It’s important to keep this documentation up-to-date and regularly reviewed. Use it as part of the new employee on-boarding experience. Have them comment on how useful it is, and use this feedback to improve it.

Make this documentation accessible to the intended audience.

1.3 - Job Status Codes

Job Status Codes

Job Status Codes

Every job that is logged in HelpMaster has a current job status code. This can be be manually set, or automatically set via an Action Template, an automated process, or via job workflow.

Job Status codes play an important part of job lifecyle and automation.

1.4 - Priority Codes

Priority Codes

Priority Codes

Every job that is logged in HelpMaster is classified with a Priority code. It is a mandatory field.

Priority Codes can be manually set, pre-configured in the job template that was used to log the job, or automatically set via an automation process.

1.5 - Service Management Training

Service Management Training

Getting some Service Management Training for staff and their managers is a great starting point to any successful service management initiative.

Learn about the concepts of service management and providing customer support.

Understand best-practice frameworks like ITIL and KCS and pick the bits out of it that make sense to your organization.

Join an industry organization such as ITSMF, HDI, HDAA.

  • ITIL
  • Knowledge Centered Service