How to minimize the phone calls arriving at your Help Desk

One of the important benefits of implementing SysAid in your organization is that your IT administrators will be able to address service requests sent through email, rather than constantly having to respond to telephone calls.

Still, your end users may find it difficult to get used to addressing the IT department in ways other than a telephone call. Therefore, it is useful to devote some time to familiarize your end users with the submission of service requests via the SysAid end user interface.

When an end user calls up the help desk, it is best to encourage this user to use the SysAid end user interface for future requests. The administrator can use this opportunity...

to direct the end user who called how to fill out a submission form for a service request.

Next, the administrator will explain the end user how he/she can follow the service request in SysAid, and also suggest that future service requests should be submitted via SysAid.

If you manage to minimize the number of phone calls arriving at your help desk, you will be able to decrease the workload on your administrators, and your help desk will be much better organized and less hectic.