IT Support Best Practices

IT Service Desk

An IT service desk is a vital component of any modern business, providing support and assistance to employees and customers in the use of technology and IT services. Running an IT service desk that is ISO 20000 certified and adhering to ITIL best practices can bring significant benefits to your business.

ISO 20000

ISO 20000 is an international standard for IT service management that provides a framework for delivering and managing IT services effectively. It sets out best practices for areas such as incident management, problem management, and change management, which are all essential for the smooth running of an IT service desk. By becoming ISO 20000 certified, your IT service desk demonstrates that it meets the highest standards of performance, reliability, and service quality.

ITIL

ITIL, or IT Infrastructure Library, is a set of best practices for IT service management. It provides a comprehensive framework for the management of IT services, covering areas such as incident management, problem management, change management, and service continuity. Adopting ITIL best practices enables your IT service desk to run more efficiently and effectively, improving the quality of service provided to employees and customers.

ISO 20000 Certified Desk

By running an IT service desk that is ISO 20000 certified and adhering to ITIL best practices, your business can benefit in several ways. Firstly, it enables you to deliver high-quality IT services that meet the needs of your employees and customers. Secondly, it helps to improve the efficiency and effectiveness of your IT service desk, reducing costs and improving productivity. Thirdly, it allows you to demonstrate to your customers and other stakeholders that your IT service desk meets the highest standards of performance and quality.

To achieve the best results when running an IT service desk, it is important to have a strong management structure in place. This includes clear roles and responsibilities, a well-defined service management process, and regular performance monitoring and reporting. Regular training and development for IT service desk staff also plays a crucial role in ensuring the best possible performance and customer service.

An IT service desk that is ISO 20000 certified and adhering to ITIL best practices can bring significant benefits to your business. It enables you to deliver high-quality IT services, improves the efficiency and effectiveness of your IT service desk and demonstrates that your IT service desk meets the highest standards of performance and quality. Having a good management structure and keeping the IT service desk staff trained is also key in ensuring success.

Common Tickets

There are many types of IT support tickets that companies may receive, some of the most common include:

1. Password resets: Employees often forget their passwords and need assistance in resetting them.
2. Software issues: Employees may have trouble with software installation or usage, leading to tickets for assistance.
3. Hardware issues: Employees may encounter problems with their hardware, such as a broken laptop or malfunctioning printer, that require IT support.
4. Network issues: Employees may experience issues with connectivity, such as slow internet or inability to access certain resources.
5. Email issues: Employees may have trouble with email, such as not receiving or sending messages, or having their account locked out.

Best Practice

1. Have a self-service password reset portal: Allow employees to reset their own passwords without having to submit a ticket.
2. Provide software training and resources: Provide employees with training and resources on how to properly use software and troubleshoot common issues.
3. Implement regular hardware maintenance: Regularly check and maintain hardware to reduce the likelihood of malfunction.
4. Monitor network performance: Regularly monitor network performance and troubleshoot any issues that arise.
5. Have a clear email policy: Have clear guidelines and procedures for using email and handle any account-related issues.

Having proactive approach in identifying and resolving IT issues can help reduce the volume of support tickets, improve the overall efficiency and effectiveness of IT support and increase the satisfaction of employees and customers.

PTS is also ISO20000 certified for IT Service Management, we are committed to providing outstanding levels of professionalism and service to all of our clients across the region.

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