Have you proven your help desk to be invaluable yet?
by Citrix Online

Last week we discussed the importance of evaluating, understanding and underscoring your help desk’s intrinsic value to your company. Being aware of the value of your help desk and its contributions to your organization has manifold benefits. What follows is a general roadmap for harnessing the value of your help desk.

Get Organized
First, you need to take the time to step back and get organized. If you feel that this is an impossibility or an unrealistic luxury, think again. You really can’t afford not to; if you don’t take the time now, you will never realize the benefits that result from truly understanding how your help desk contributes to the company’s bottom line.

Gather Customer Feedback
Next, assess every aspect of your help desk. Customer feedback is an excellent source of information about your company, your products and your service. What’s more, it’s free feedback. This real-world information is invaluable. Plus, complaints, problems and recommendations from customers can be forwarded to product or technology groups, serving to enhance the company’s offerings.

Document Your Contributions
Finally, it’s critical that you track and document your help desk’s contributions. “Documented contributions include actions that have increased revenue, potentially increased revenue or avoided costs.”[1] Documenting help desk metrics allows you to track common customer problems which can be used to create self-service knowledge bases, thus lowering your support costs. What you learn from your assessment provides you with real data that reveals areas that need improvement, thus increasing productivity. Plus, your findings serve to promote your help desk’s contributions to the rest of the company.

Evaluating and capitalizing on your help desk’s value to your company will revolutionize your help desk. You’ll realize increased revenue and decreased support costs. But most important, you’ll illustrate just how valuable your help desk is to your company’s ‘big picture.’ Interested in learning how the GoToAssist Management Center can get you on your way to harnessing this power? Click here for a live demo.

[1] “Documenting the Help Desk Contribution to the Organization” by Sanford Sorkin and Peter Briggs, Jr.

About Citrix Online
Citrix Online, a division of Citrix Systems, Inc. (Nasdaq: CTXS), offers the leading Web-based access, support and collaboration software and services. The division offers Citrix GoToMyPC®, the easiest-to-use solution for remote, secure and managed desktop PC access over the Web; and Citrix GoToAssist™, the most secure, reliable and powerful solution for Web-based technical support and customer collaboration. Citrix Online products are used by more than 4,000 companies worldwide, including Cisco Systems, Siemens, Intuit, Cablevision and Microsoft Business Solutions. The division is based in Santa Barbara, California, and is on the Web at www.gotomypc.com, www.gotoassist.com and www.citrix.com.