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How to Improve Incident Management from the IT Service Desk

By February 23, 2021No Comments6 min read
IT Service Desk

We all feel great when we call the service desk and find the best agent on the call. They can help us in fixing our problems instantly. Everyone wants to get the IT hero when they are calling the service desk. The IT hero is the person who knows about how everything works. They know how to troubleshoot every issue. However, the only problem with this is that you can’t scale this model. If your IT hero is sick, then your service level will drop. It will increase user dissatisfaction. However, you can solve this problem by improving incident management. In this article, we are going to talk about how you can improve your incident management from the help desk.

What is decision support?

You should ensure that every member of your help desk team is delivering the same level of heroic support to your customers. The best way to do this is by providing appropriate knowledge to your help desk members. They should have access to the best decision support tools. These tools will help you in improving your quality and consistency.

Decision support will help you in even the playing field. You should think about these factors when you are thinking about decision support:

  • Relevance: Make sure that the data will help your agent in getting the incident to the next step.
  • Presentation: Make sure that you are presenting the data in an actionable and useful way.

You can improve your decision support by following these tips:

  1. Manage the knowledge

Information and knowledge were seen as a currency in the old days. It was the most important value that the IT hero brought to your organization.

Knowledge management has become more accessible now. Every organization should think about investing in knowledge management. Information is very easy to maintain and populate. This simply means that your service desk staff can quickly ramp up. Integration between your service desk tool and knowledge base will help you in suggesting correct solutions to common problems.

  1. Share configuration management data with your employees

You can convert your service desk agent into heroes by providing them a graphical view of the following data:

  • Dependencies and relationships.
  • Your services which you are currently providing to your users.
  • All the important configuration items.

If you are providing a visual representation to your users, then it will allow them to find the root cause of problems easily. They can find the real impact of failure by using these tools. This will ensure that your IT help desk agents will prioritize all the incidents. Thus, the right teams will work on the right issues. They will first focus on fixing serious issues.

  1. Provide end-user context

Technology has improved with time. There are various IT tools available in the market that will help you in capturing data about the users. They will help you in capturing the location of your users. You can also store all the relevant information related to the issues or incidents.

This simply means that your help desk agent won’t waste their time gathering data. They will directly get access to all the background data. Thus, they can directly work on resolving and troubleshooting the issue. This will ensure that your customer query will get resolved quickly.

  1. Provide availability and performance data

You can integrate system monitoring tools with your service desk tools. This will help you in finding what has failed. Also, sometimes it can help you in finding the things that are about to fail.

These solutions can sometimes help you in preventing a failure. It can also warn you about an impending outage. This tool is very important for your organization as it will help you in finding the solutions that are not working properly.

  1. Collaborate using IT

If you have a large distributed help desk environment, then it will become very difficult to collaborate. You can use modern tools for collaborating with other technology. It will help you in digitally sharing your data. Thus, it should be a standard part of your working practice.

This will help you in resolving issues faster. Thus, your help desk can quickly respond to the tickets. It will also create a sense of belonging and team spirit. This is very important for your organization. The team spirit will help you in improving your service performance.

  1. Reward your agents for sharing valuable information

You should create a culture where knowledge hoarding is encouraged. This can be achieved by giving rewards to the help desk members who are improving their skills. This will help you in creating a competitive environment in your business. However, this can sometimes have a negative impact on your productivity.

You shouldn’t reward your agents for solving incidents or issues. Make sure that you are rewarding your agents for sharing knowledge. Your help desk members will teach others about new technologies. This will help you in upskilling your entire help desk.

IT heroes are always going to be an unacceptable risk for any organization. Thus, you should ensure that heroes are not thriving in your organization’s culture. If some help desk member is very important for your organization, then he is a liability to your business. You should focus on improving the knowledge of all the help desk team members. This will ensure that all your help desk members will become valuable assets for your business.


These are some tips that will help you in improving your IT service desk. Make sure that all your help desk members are an asset to your organization. They should share knowledge with each other. This will ensure that they are growing with time. If you don’t have access to a large help desk team, then you should consider working with an MSP. Experienced MSPs like Bleuwire already have the best IT professionals. They can help you in solving all your user’s tickets. Thus, you don’t need to worry about hiring in-house service desk employees. This will help you in saving a lot of money as you don’t need to worry about hiring any IT professionals. If you need more information regarding IT help desk services, then you can contact Bleuwire.

Contact us today to learn about Bleuwire™  services and solutions in how we can help your business.