Help desks may function as a dependable resource for a wide array of technical concerns, but they also need assistance to make them highly efficient. Small businesses with help desk or with an outsourced help desk call center may find the following pointers useful:
Manage your inbox properly. Keeping large files in your inbox can be a drag, especially if you are answering new e-mails. Always archive old e-mails and delete those that take up unnecessary space.
Never click on unfamiliar links. Small businesses may not have the most sophisticated facilities just like their bigger counterparts but they are still capable of filtering spams and suspicious e-mails which may contain viruses.
In situations like this, help desks are advised not to click on unsolicited e-mails particularly those that ask for passwords. There are cases of hoax e-mails from well-known companies. Be cautious. They are used as a strategy to get the link clicked. Analyze mails before clicking on them. When in doubt, erase! Which brings to the next important tip.
Use anti-virus software. New (and harmful) viruses are created all the time. Help desk people should not ignore occasional virus scan reminders because this can safeguard the entire network.
Reboot if necessary. If the computer is running slow or in most cases freeze, try rebooting before asking IT to fix for good.
Back-up files. Files considered high priority should be backed up to a DVD or a USB drive. They serve as future reference.
With more help desks and technical support being outsourced, there is no question about the demand for outstanding customer support. Real help however begins with those who provide the service themselves by equipping them with tools and processes to make them effective front-liners. Once they do, this satisfaction stays with them and is passed on to real customers day after day.