Help Desk Agent Burnout is Real: Here’s What You Should Know

How busy has your help desk been lately?

Many companies have found that the workload on their agents has increased considerably, especially over the pandemic and with more people working remotely. Even under normal circumstances, the help desk agent roll is often a pressure cooker.

6 Ideas for a Streamlined Help Desk

One of the key challenges that most help desks have to juggle is managing time.

You’ve got constraints in terms of budget and number of assigned technicians or agents you can have, and you need to balance that with the workload coming through your help desk.

This makes streamlining and finding the most efficient operating strategies extra important. Sometimes you’re being asked to do “more with less,” while your users have high expectations of your service delivery too.

Here are a few ideas on how help desks can streamline:

Helpdesk Job Description

If you're lucky enough to be hiring right now, you already know that candidates are swamping the job market. Even more so than usual, helpdesk jobs are hot commodities, and many people are interested in them. So, what's the best way to ensure that you get the candidates that fit perfectly for your needs? It starts with writing a helpdesk job description that encompasses everything that your team finds valuable about support.

In this blog post, we'll break down how to write a helpdesk job description fit for a support pro and also provide you a template to take and use as you see fit.

How Helpdesk Automation is Streamlining Efficiency

One of the hallmarks of a successful helpdesk is operational efficiency.

While we’ve come a long way since the early days of helpdesks, there are still many companies that are using manual processes for prioritizing, assigning tickets and taking care of other key tasks.

Automated Chatbots: How Are They Progressing for Helpdesks?

One of the major developments over the last few years is the use of automated chatbots for help desks.

9 Help Desk Best Practices

Your IT help desk plays an important role in the everyday running of the company.

It's a resource that users or employees are turning to in order to get on with their jobs, so what the help desk does can have a real impact on how well everything else goes.

These Are the Help Desk Metrics You Should be Managing

When you’re tasked with managing a help desk, it’s important to have some key metrics in place for measuring the effectiveness of your operation.

Metrics are what let you know if you’re improving, declining or remaining steady in key areas. Notably, whether you’re managing a help desk or a service desk, they remain pretty much the same. Key metrics are focused on the use of your service and your service delivery.

HIPAA for Your Help Desk

HIPAA is one of those things that not every help desk requires, but when you do need it, it’s critical that it is done right.

The Benefits of Single Sign-on for Help Desks

Should your help desk enable single sign-on (SSO)?

What’s Been Happening at JitBit This Year?

It’s fair to say that 2020 has been kind of crazy so far.

While the pandemic has impacted us on a global scale, it has been a unique and often worrisome environment for all affected. Our team here at JitBit have been taking precautions along with everyone else, but of course we’ve also been able to continue working.