The primary goals of the IT help desk are to assist end-users, solve problems and maximize technology value. These goals cannot be met unless and until help desk services are fully utilized. Success depends upon acceptance and awareness. Acceptance is derived from service quality and acquired credibility, while awareness comes from active marketing and engaged end-users. Read on to learn how to deliver both.
Help desk services only have value if they are being used. When a help desk is functioning properly, it is able to assist end-users with regard to technology usage, and also solve problems (either on the spot or through appropriate escalation). A properly functioning help desk promotes productivity, saves money and becomes a central repository of actual “experience” to improve future technology plans and decision making.
To realize all these benefits, end-users must believe that the help desk is capable of providing the required assistance. That belief comes from actual experience and the quality of the services provided. To realize “acceptance”, help desk services must be provided in a manner consistent with the overall strategic IT management vision.
Awareness is equally important. If the end-user community is not sufficiently aware of the help desk mission, and the services provided, it is unlikely that utilization and “acceptance” goals can be met. This is the purpose of a help desk “marketing program”.
The marketing goal is simple - to ensure that all end-users have been fully informed of all available the help desk services and how these services are to be requested and utilized. Beyond the basics of communication and information sharing, internal marketing efforts must also seek to generate interest and enthusiasm for the services that the help desk provides. There are (3) keys to marketing program development and success:
The first step in planning and developing an effective marketing program is to evaluate current help desk value and visibility. To start, you need to ask and answer the following defining questions:
The answers to these key questions will establish the scope and purpose of the help desk marketing effort, establishing prioritized needs and related program objectives. These needs and objectives can then be translated into actual program deliverables.
A "Help Desk Services Handbook" is the primary program deliverable used to market help desk services, promoting both acceptance and awareness. This handbook should be an established organizational mandate, institutionalized by the strategic IT management vision, to be given out to all employees (to be included as part of any new employee orientation).While specifics will vary according to individual circumstances, the handbook deliverable should incorporate the following components:
In addition to a published handbook, regularly published newsletters are another key marketing program deliverable, used to reinforce handbook information, provide new information, and promote help desk services. Newsletters should be produced on a scheduled basis (electronic and/or print depending on individual needs and budgets), to accomplish the following:
Positive and sustained “visibility” is the key to help desk service awareness (and ultimately acceptance). Visibility techniques can be used during marketing program launch and execution to ensure that the end-user community (both key individuals and at-large) are sufficiently engaged in the help desk service process. Here are a few key tips and techniques:
About Us- ITtoolkit.com has been around since 2001. What will you find here? We have articles (covering a wide range of topics relating to our IT service strategy and project fast tracking methodologies). We have templates and whitepapers to download. We have our series of IT management infographics. And, we have our "Toolkit productivity packages", combining "education and execution" - with time-saving concepts, steps and templates packaged in digital downloads. Our current Toolkit offerings include the Fast Track Project Toolkit and IT Service Strategy Toolkit.
If you are, then you need the IT Service Strategy Toolkit from ITtoolkit.com! The Toolkit teaches you how to "add value" to IT projects and services -- using our time-saving "service strategy process". It's ready for instant download, filled with 400+ pages of steps, guidelines, practices and templates. Find Out More
Strategic fast tracking is a streamlined project management process, used to level the playing field when "project problems" get in the way of on-time success. Our informative "fast tracking" article series explains more:
Sign up for the ITtoolkit.com newsletter and be the first to know about our latest blog articles, templates, white papers, infographics, and special offers.
We won't overload your inbox and we don't share or sell subscriber information. Just enter your email address below.