Q. I was hired by a college to assist students and faculty with managing their online courses. We're using Blackboard for the software. This is the first time I have worked in a call center/help desk environment and I am interested in tips that I can use to help make my work more efficient. Specifically I would like to know the best ways to get through more calls during my shift because I worry that I am not fast enough.
During the first week I sat at a pc and answered phone calls from students who forgot their passwords. I was able to log in to their online education student account and change their passwords. Other times I had to check with Admissions to see if they were enrolled in online courses.
During each call i would write down the name and student ID with a quick note of the issue. Then after the call I would submit a ticket that was completed by me or escalated to technical support. Should I work on all tickets near the end of my shift or should I make a ticket immediately after each call?
Finally, my supervisors told me that I would have additional responsibilities but they have been pretty vague because right now they want me to focus on just calls. What are typical help desk duties beyond answering calls or chat questions from customers?
Thanks for the feedback
During the first week I sat at a pc and answered phone calls from students who forgot their passwords. I was able to log in to their online education student account and change their passwords. Other times I had to check with Admissions to see if they were enrolled in online courses.
During each call i would write down the name and student ID with a quick note of the issue. Then after the call I would submit a ticket that was completed by me or escalated to technical support. Should I work on all tickets near the end of my shift or should I make a ticket immediately after each call?
Finally, my supervisors told me that I would have additional responsibilities but they have been pretty vague because right now they want me to focus on just calls. What are typical help desk duties beyond answering calls or chat questions from customers?
Thanks for the feedback
A. This is pretty much the extent of this job. The "additional responsibilities" mentioned by your supervisors might be something like joining a change management committee or training new hires or documenting procedures once in a while, but unless you get a promotion, it will not mean substantively different day-to-day job duties.
Regarding speed, that is just something that comes with time. It takes most people about 6 months to ramp up to full capacity. Don't wait until the end of the day to write up your tickets because by then you will have forgotten many of the details.
The only other thing you might do is, if you haven't already, shadow the most proficient people in your department every so often to see how they do their jobs. Spend a couple of hours each week sitting with someone more proficient than you to observe how they do it.
Regarding speed, that is just something that comes with time. It takes most people about 6 months to ramp up to full capacity. Don't wait until the end of the day to write up your tickets because by then you will have forgotten many of the details.
The only other thing you might do is, if you haven't already, shadow the most proficient people in your department every so often to see how they do their jobs. Spend a couple of hours each week sitting with someone more proficient than you to observe how they do it.
I am looking for hosted help desk software what will maintain help tickets, hardware and software inventory?
Q. The software must provide dashboard/analytics capabilities as well as the ability to e-mail issues into the hosted environment to manage tickets.
A. Try www.Kayako.com They have hosted solutions and ones you can purchase flat out. That is what I have done (purchased).... I love it.
Here is a link to my help desk - client side.
www.TrialByFireDesigns.com/support
Here is a link to my help desk - client side.
www.TrialByFireDesigns.com/support
What is a good trouble ticket/help desk software?
Q. Besides the normal features I need something very user-friendly on top of being able to run statistics by user (to track number of recurring issues for continued training etc). Free would be nice, but not necessary. Would want to self-host.
A. Try Request Tracker - http://bestpractical.com/rt/
It's free and is basically a MySQL back end and php front end.
It's free and is basically a MySQL back end and php front end.
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