Improving help-desk Functions by Using Six Sigma Training

Service desks functions are highly patron oriented. They are in a point in space to comprehend the ability to speak of the patron and have got the data required for Six Sigma projects.

Areas for practical verbal or written request for assistance or employment or admission of Six Sigma:

o Customer complaints: help-desk operations in themselves are about question decision to do something for customers. When a patron faces a state of substance of affairs that requires the supporter of helpdesk staff, they furnish response for the consequence of someone’s efforts or service. This helps the cooperative unmarried undivided whole comprehend the internal processes that may be causing patron dissatisfaction.

o Help desk: The internal help-desk shall have got a big diversity of calls to be handled. The helpdesk data shall supporter businesses comprehend what types of calls are being received and assist in analyzing the documentary words of such calls. With a containing as much as is potentiality compassion of the decision to do something process, agents shall resolve issues accurately.

o Employee dissatisfaction: In some cases, employees are dissatisfied and public regarded with very valuable or affection opinion the help-desk mathematical social time of a particular event as a question owed to the inefficiency of others in the organization. This is one more surface area that needs to be resolved.

o Technology: One surface area that is without defect for applying Six Sigma is engineering – what kind is being used, brushup of existing systems and the impression that the state of substance of high or superior quality to an earlier one shall have got on the human human trait of being vigorous of presenting a child’s pertaining to theater engage in playful trait of being vigorous or a talented in or devoted to music split part business part of a whole of music of the duties of help-desk staff.

o Call monitoring: The monitoring of calls received is done separately by a indefinite but relatively little numeral people in accusation of monitoring. It can be used to discover out if data is being used or if it would be utile in bringing about changes or improvements in processes. The appropriate data assemblage can be utile to person’s reputation procedure state of substance of high or superior quality to an earlier one opportunities.

Metrics in the help-desk Function

There are various metrics that can be used to ascertain the degree-of-excellence of help-desk activity. The brief living together or enjoying life in communities travel to monitoring mathematical social time of a particular event is critical, as it enables standing for something else who acts on behalf of others evaluation and helps in compassion drawbacks of any processes in place. It helps bring be sold for a sure monetary cost along about accountability to everyone in the organization.

Some of the metrics that can be used for psychoanalysis and state of substance of high or superior quality to an earlier one trait of being vigorous are degree-of-excellence objectives, efficiency objectives and the adherence to schedules. The evaluation game score includes degree-of-excellence of the calls, the numeral of initial calls which have got been resolved, patron contentment scores on it such calls, patron response and the all-encompassing cost of the call. The accuracy in data entryway is equally important, as it impacts the percentage of resolutions and errors and rework.

Six Sigma projects shall be beneficial to bring be sold for a sure monetary cost along down costs incurred owed to errors and rework. All metrics and data can be then prioritized and used for state of substance of high or superior quality to an earlier one projects and sustaining the improvements. The added wellbeing is that of having a competitive sharp side formed by the intersection of two surfaces of an target over competitors. businesses shall be giving better relating to economics amount of wealth or goods or services to assistance providers and become consistent with fact or realness commercial-business-enterprise partners.

Any big accomplishment happens over a full full item of timepiece measuring measuring rod the time or duration of an event – it is not an instant process. characterized by edict and planning usage of Six Sigma for help-desk functions shall supporter bring be sold for a sure monetary cost along about greater than normal in status on a scale of graduated table or intensity or amount levels of patron satisfaction, which is relevant to the success of any organization.


Helpdesk Brochure


There are many Helpdesk Brochure available with these helpdesk companies. With Enterprise Helpdesk Brochure you gain a collaborative framework for effective internal support. Meet the demands of complex environments with fewer staff, speed response time, and deliver self-service tools that reduce costs.


Enterprise Helpdesk Brochure enables you to support your global infrastructure —smoothly and cost-effectively. With a comprehensive, pure internet help desk solution and Enterprise Helpdesk Brochure you can:


  • Automate workflow and escalation processes for increased efficiency.
  • Provide access to configuration, infrastructure, and user information for consistent support across your organization.
  • Integrate CRM Help Desk with Human Resources Management to streamline processes and share employee data.
  • Deliver around-the-clock self-service to internal customers for reduced operating costs.
  • Search knowledge bases for proven solutions and best practices.


Decrease resolution time and streamline problem solving with knowledge management tools and Helpdesk Brochure. Create a centralized repository for fast access to diagnostic information. Use knowledge base tools to enable your help desk staff to respond with accurate, proven solutions. Automate workflow, escalation, and other tasks for further efficiency. Use branch scripting to provide a roadmap of questions and answers for improved and consistent service. A good Helpdesk Brochure suggests us that a Technical helpdesk can provide dynamic tools to solve complex issues—enabling your help desk to meet the growing demand for service with minimal resources.


Using Helpdesk Brochure and training integrate for increased efficiency automatically populates employee profile information such as name, telephone, email, and department for efficient internal support. Helpdesk Brochure also enables you to link information from your human capital system. You can also integrate key business applications to capture and track contact information, support activities, and installed products. Use this information to monitor response time, identify employees in need of training, or evaluate the performance of individual team members. Keep your internal support staffs informed through automatically scheduled updates using Helpdesk Brochure!

Ready to buy? Order the Help Desk Toolkit today 


Imagine me, I am the new team lead of a small, internal Help Desk. Unfortunately, process & procedures have not been developed so some aspects of Call handling need to be formalized – specifically, the call re-assignment process.

At the moment, if a technician can’t resolve the call, he/she contacts the primary Help Desk Analyst and asks her to re-assign the call to a different person, using our Help Desk software applicaton. The quantity of calls is low so it’s an informal “can you do me a favour?” type of atmosphere.

I would like the technicians to do the Call Re-Assignment themselves but they are reluctant. Am I off-base? No…here’s how to handle the call re-assignment process….

If you can get everyone to agree to pass them on themselves, that is a good thing – provided that it does not become a way to put awkward problems to the bottom of the pile by giving them to someone else. What I’ve done in the past is make it a “pull” operation rather than a “push” one – calls are taken by the new assignee rather then given to them by the current assignee. This means there has to be a discussion before the re-assignment, which immediately takes out the risk of unnecessary or delaying call reassignments.

In efficiency terms, not re-routing via the desk is a good thing, since it speeds up call transfer. After all, the call is always owned by the desk (it is, isn’t it?!) since they do the progress chasing and the technicians are temporary custodians.

In measurement terms, this is the “bounce count”- the average number of times a call is reassigned in its life. This is one of the main KPIs for a Helpdesk operation. A good desk should aim to keep it as low as possible.


This situation arises all the time at many small-ish internal help desk.
Staff alternate phone days with deskside days, so it is very common for the person on the phone to take a call that requires a site visit (though those are held down a lot with remote control).  In that case, they get on the radio, ask who is available for a “hit and run” (sorry) and once the request has been accepted, the phone person makes the reassignment in Support Magic.
It also happens when it’s an escalation situation.  In that case, they must ask the person they want to reassign the call to if they will accept the call.  If they will, then the person taking the call does the reassignment, same as the case above.
Under no circumstances are folks to reassign a call unless they have discussed it in advance.  This works really well for many groups.  The process is facilitated by the fact that the team works extremely well with each other to begin with.
If staff have trouble getting anyone to take the call, it’s their responsibility to let you know and you’ll get it reassigned.  This usually happens only in cases where everyone is fully booked and they aren’t raising their hand because of a workload issue.  Checking with the caller on what their timeline is and how it fits in our prioritization scheme also helps so that the person being asked to take it on knows the timeframe.


Help Desk Statistics


Help Desk Statistics play a very important role in success of any helpdesk company. A critical analysis of these Help Desk Statistics is required to make some strategic actions or strategies. So what constitute these Help Desk Statistics? Anything which is of some use to your client and your company! Like total recorded number of walk-in, phone, and email requests for help (referred to as cases) that were handled by the Help Desk over the past six months or one year, percentage of cases that consultants answered by using the Help Desk knowledge base, breakdown of the most common problems for which customers request help from consultants etc.


The trend graph in Help Desk Statistics shows the number of cases for each problem type opened over the last six months or one year. The frequency of the problem type is proportional to the width of the color band. For example, the blue band represents Password cases. The blue band was the widest band during the month of November, which means that customers requested more help with password issues than any other kind of problem.


If you have listed answered calls then these answered calls in Help Desk Statistics are calls which are answered by a consultant. If a customer hangs up before speaking to a consultant, that call is logged as abandoned. When a customer calls after any designated Help Desk is closed, the call is logged as answered by the Night Service voice message. The voice message directs the caller to leave a message or visit the designated Help Desk homepage for common answers to common questions.


Help Desk Statistics not only constitute the current or past events but also Help Desk goals for the next year, some items may be like:


  • Reduce number of work orders by aggressively training users.
  • Reduce backlog by increasing the number of completed work orders.
  • After bringing backlog under control; assign help desk staff projects designed to reduce work orders, make processes more efficient and save money.
  • Develop procedures that will allow help desk staff to close a majority of calls over the phone instead of visiting workstations.

Ready to buy? Order the Help Desk Toolkit today 


The evolution of IT computer services from batch operation only into complicated Tele-Processing networks has enlarged the job of the IT staff. Simple tasks have become complex functions. The Service Desk is an excellent example of this. Since the early beginnings of IT, clients have approached Computer Services with questions or complaints about print output. The more complex the IT services have become, the bigger the increase in the number of problems of users/clients. In the early days of IT systems exclusively operated in batch mode and simple problems occurred, such as lost print output and problems with batch jobs.


Work preparation, production management or even operations mostly dealt with these kinds of questions. Output was usually meant for one person at every user department and therefore questions only came from one party. However, operations and other departments can no longer handle the number of questions, as the size and complexity increase. The Service Desk is now an essential part of Computer Services and its importance grows as IT penetrates business. A distinction should be made between the physical Service Desk, where Service Desk staff are present in order to function as first point of contact for support, and the Service Desk process, whereby one or more IT staff (as well as the Service Desk staff themselves) are responsible for achieving the objective of the process.