Confidence is powerful, and it’s something that will set you apart from the crowd. It will inspire others to believe in you and, most importantly, create a sense of trust. This quality is invaluable in IT and, generally, for any service provider. Do you want your doctor to tell you with certainty that he’s certain you’re not sick, or to hesitate and waver as he says he’s only sort of certain?
So, how do you ensure that you have all the right answers the next time you’re helping someone at the service desk? It all starts with your IT solution. But what if your service desk solution is actually getting in your way? What if you can’t give those important insights because you actually have no idea where to look for them?
Don’t Let Your Interface Wear You Down
You’re on a call with someone who has submitted a ticket. They just want to know the status and what’s been done so far, and if you need any additional information. Upon looking at the ticket you realize it’s not actually assigned to you at all. Whose ticket is it? After trying to understand the confusing interface on your screen you finally find out which technician is working on it, but you don’t have visibility into what it all means and what they’re currently doing with it. As a result, you’re unable to give your client a confident answer.
You know you’re not incompetent, but not having all the right answers are your fingertips can make you sound like you don’t know what you’re talking about. This is why it’s so important to have a service desk that’s easy to navigate with features that are user-friendly. Even better, it should be so intuitive that when someone grills you about a ticket, you can get them their answers so quickly and easily that they don’t even have a second to feel a hint of frustration.
“We’re much more confident in the fact that we can take an issue to a customer from start to finish and say confidently: ‘This was the issue you were having, and the issue has now been resolved,’” said Jim Greene of Columbia Property Trust. “When we get their customer satisfaction survey, we know we’ve done a great job.”
And remember, your clients have bosses of their own, and if they ever need more information from you on a service that was performed, you’ll be able to create confidence in that organization. Speaking of bosses…
Inspiring Confidence in Your Team
How many times have you had a boss complain they they don’t know what you’re working on? It’s a fact of life that bosses want to ensure productivity and understand your daily tasks are, but it’s a common pain point that managers feel like they don’t have enough insight. Inspire their confidence by giving them the tools to see into your processes and leverage toward additional hiring, if it’s needed.
Inspiring Confidence in Yourself
Let’s face it: If the clients are happy, the boss is happy, and if the boss is happy, everyone in the company is having a good day. Being able to have all the information at your fingertips will help empower you to make decisions because you have the data. From easing the pain of submitting tickets to putting best practices into a knowledge base, you’ll be able to do your job quickly and with more confidence through a service management solution.