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Straight from the helpdesk: 3 hacks to get faster IT support

We all know the feeling, when it comes to IT support quick often isn't quick enough! In this episode of Lancom TV we sit down with one of our Helpdesk Engineers, Dmitry, to talk about the 3 hacks you can use to get faster IT support. Keep reading to find out.

 

 

Video Transcription


Priscila

Hello, everyone. Welcome back to the LANCOM TV. Today I'm sitting here with Dmitri. He is one of our engineers and I'm obviously looking a little bit different. We're having a dress up day at work so I thought I would keep my Mini Mouse appearance for you. But the point of today is to sort of pick Dmitry's brain on as an engineer what he perceives to be the top three things that all of us that are using IT services on our daily basis can do to get the fastest IT response. Shall we get cracking, Dmitry?

Dmitry

Sure thing.

Priscila

Okay, so we talked about three things. Let's talk about thing number one. What's the number one thing that people can be doing to help themselves to get the fastest IT response from their provider?


Tip # 1: Clear communication: Who are you? Why are you calling? Do you have an existing ticket?

Dmitry

The first thing is no matter how cliché it may sound is actually clear communication. For example, we at Helpdesk may be getting a lot of calls and when the person who's trying to reach out to us clearly provides their name, the companies that they're calling from, and if you as an IT company are using a ticket system, if they can provide you with a ticket number, that actually speeds up the process a lot because we can track the existing ticket down. Or if there is no ticket, that we know straightaway that we need to create a new one.

Priscila

You would go and create a new one. Sure. So very simple, tell us who you are, why you're calling, and whether there is something already in the system that we can look for that relates to the same issue. Another important point I believe is also telling whether that impacts just you or more people in your company, isn't it? It's nice.

Dmitry

es, this is really important because that allows us to I wouldn't say prioritize but it allows us to get a better scope of the problem and to see if it affects several people at once or if it affects one person or if it affects the whole office. We can...

Priscila

Which would have changed the whole scope of work, like you said?

Dmitry

Yes, it changes the whole thing and we are able to see if we need to let the other guys know about this straightaway.

Priscila

Sure. Point number one, be clear on your communications as cliché as it may sound. Let's move on to point number two, Dmitry. What would be the second thing that we would advise people to do when they are looking to get the fastest IT support?


Tip # 2: Try a different channel 

Dmitry

The second point would actually be to try and use multiple channels of communication with your IT. The reason for that is that if everyone is using the same channel while there were others available, the...

Priscila

That channel can get very busy, isn't it?

Dmitry

Yes, the bandwidth will just not allow for everyone to get service at a respectable time.

Priscila

Right, so whether that's e-mail, whether that's phone calls or if you have a customer portal available to you, try to think about the fact that there might be some other ways that you might be engaging with your provider.

Dmitry

Exactly.

Priscila

Right, fantastic. Let's get to the third one. Wow, that was a fast one. What would be the third thing that we can do to get that fast response, Dmitry?


Tip # 3: Understand that support is a two way exercise 

Dmitry

The third one is really important one because the whole process of resolving a problem is not just on the engineer or the technician himself. It's a collaboration between the person who is trying to resolve this and the person who needs it to be resolved. So there may be some times where the technician gets stuck and needs input from the person who logged the issue, for example, get some information or get approval, and the work simply cannot proceed until all that is provided. So once that is done, the technician can move on and get this problem resolved as soon as they can.

Priscila

So it's a two way street?

Dmitry

Exactly.

Priscila

You need us, we need you to be able to complete the work sometimes and be collaborative, be helpful whenever something comes up that requires your input.

Dmitry

Yes.

Priscila

Awesome. Okay, just to summarize really quick for us. Point one was about clear communications, stating who you are, where you come from, what you're calling for, who that is impacting. Point two was try to think about the different channels that they may be available to you so that you are not trying to get just through one channel all the time and that channel may be really busy. And then point number three is be helpful, isn't it? Because we need to work together. Awesome. That was a really good list, Dmitry. I appreciate you coming here. Thank you so much.

Dmitry

Thanks for having me.

Priscila

Thanks guys and we'll see you next time.

Dmitry

See you.

 

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