This pragmatic approach must be on the personal ambition of service staff to efficiently reach a solution of the problem. 4. systematically experience scoop: a substantially filled and continuously maintained knowledge base with a comfortable handling for the employees in the IT service is necessary. In it, the diverse experiences must be to find on a customers to respond quickly, without problem solutions every time reinventing the wheel. Regular meetings of technicians who have current experience from customer contacts on the subject, promote common learning in dealing with people and technology.
5. for users to establish a knowledge base for own troubleshooting: A large part of the problems being reviewed constantly, and their causes are comparatively easily recognizable. This task can be transferred entirely to users, by an easily understandable and concise checklist with FAQs for determining common problems will be established. Just the growing digital native generation is becoming more and more capable of taking over a part of the first level support, especially if this is an interactive platform itself to self help. 6 people-free communication does not exaggerate: self help and self service have their permission for simple, clearly defined cases and help relieve the service desk.
Must be found but a balance between digital, automated communication and personal conversation between the customer and service desk staff. The user must always choose whether he prefers calls or would like to use a portal solution. 7 in understandable language: the caller well versed in their work environment and use IT to support the own tasks. At errors, users usually not technical terms are interested in, but on the solution of their cause. A good support staff is therefore the voice of the customer and used, where appropriate, its terms. She stands Clarity about the need of the employee, to shine with expertise. 8 together to narrow the problem: know, time is money, both for the users and the service desk staff.