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Last updated on 2024年9月8日

You're swamped with IT service desk tickets during peak hours. How can you ensure timely resolution?

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When peak hours hit, your IT service desk can become a battleground, with tickets piling up and response times lagging. It's a high-pressure scenario that demands efficiency and strategy to ensure that every issue is addressed in a timely manner. The key is to not only manage the current influx but also to streamline processes for future spikes in demand. With some savvy planning and the right tools, you can turn chaos into a well-oiled resolution machine.

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1 Prioritize Tickets

In the thick of a ticket surge, distinguishing between critical issues and less urgent requests is vital. Implement a system that categorizes tickets based on severity, impact, and urgency. This allows you to address high-priority problems that could affect a large number of users or critical business operations first. Automated prioritization can help sort tickets as they come in, ensuring that your team doesn't waste precious time on low-impact issues when a system outage needs immediate attention.

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Fernando Salazar Soto

Dirección de Tecnología| Dirección de Servicios TI | Estrategia TI | Transformación digital | Project Manager | DevOps | Metodologías ágiles | Scrum | ITIL | Ciberseguridad | B2B
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Primero hay que tener muy presente los ANS y la matriz de prioridad e impacto, para poder establecer prioridades. Otro punto importante, es que se debe tener establecido de mis tickets cuáles corresponden a incidentes o problemas. En el escenario planteado, no se podría atender los tipos, tareas, preguntas u otros, pues hay que priorizar lo que afecta al negocio.

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Steve Bakanov

GLOBAL TRANSFORMATIONAL TECHNOLOGY EXECUTIVE Passionate about maturing global teams, products , operations, and services
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To ensure timely resolution of IT service desk tickets during peak hours, implement a robust triage system to prioritize tickets by urgency and impact, automating ticket routing for efficiency. Use automation and self-service tools, like chatbots and knowledge bases, to handle routine inquiries and simple issues, reducing ticket volume. Optimize staffing by analyzing peak hour data, adjusting schedules, and cross-training team members for flexibility. Regularly review performance metrics to identify improvement areas. This approach balances resources, improves efficiency, and ensures critical issues are addressed swiftly during busy periods.

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C Wesley Roberts

Cox Business Advanced Technical Support
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Tickets prioritizing allows the most important requests to be investigated quickly and efficiently. Next comes lower priority where service might not be affected so end user is willing to wait for a resolution.

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2 Automate Responses

Leverage automation to handle the influx of repetitive queries that can clog your service desk. By setting up automated responses for common issues, you can provide immediate assistance or collect necessary information while freeing up your team to focus on more complex tickets. For example, password reset requests can often be automated, providing users with instructions and links to resolve the issue themselves without waiting for a human response.

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Sanjay Mathur CISSP, CISM, CRISC

Information Technology Security Specialist
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Automation may play a critical role to improve overall efficiency of IT support and handling of the peak demand on support. However, in my experience, attempting to automate an inefficient process may result in chaos. Until, the root cause of the support overload is found and addressed, attempting to decrease mean response time may be counter productive. Analyzing and reducing what is causing the support overload is the first step. Good old ITIL processes come next. Then comes the automation. In that sequence. There is no short cut or magic cure in improving IT processes. At least in my experience.

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3 Streamline Processes

Efficient workflows are the backbone of a responsive IT service desk. Review and refine your processes to eliminate unnecessary steps and ensure that tickets move swiftly from open to closed. Clear guidelines on escalation procedures and inter-departmental handoffs can prevent bottlenecks. Consider implementing a knowledge base that enables your IT staff to quickly find solutions to common problems, reducing resolution times.

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4 Train Your Team

A well-trained IT service desk team is better equipped to handle high volumes of tickets. Regular training sessions on new technologies, problem-solving techniques, and customer service skills can enhance their efficiency. Cross-training staff in different areas can also ensure that there is always someone available with the necessary expertise to tackle any issue that comes up.

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5 Monitor Performance

Tracking metrics is crucial to understanding how your IT service desk performs during peak times. Key performance indicators (KPIs) like average resolution time, ticket backlog, and customer satisfaction scores can provide insights into where improvements are needed. Use this data to make informed decisions about staffing, training, and process adjustments to better manage ticket surges in the future.

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6 Leverage Feedback

Lastly, don't overlook the value of feedback from both users and IT staff. Encourage users to rate their satisfaction with the resolution process and ask for comments on how it could be improved. Similarly, IT staff can provide firsthand accounts of challenges faced during peak periods. This feedback can be a goldmine for identifying areas that need refinement to improve service desk performance.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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komal Ghauri

Leading Core Banking Project Management at National Bank of Pakistan with Strategic Expertise
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The strategy required to follow is to segregate the nature of logged ticket if most of tickets are of same nature then just copy paste the resolution for all, also via email inform entire team that it's a universal issue and share timeline of resolution Another way is to address the ticket is the LIFO trick

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Fernando Salazar Soto

Dirección de Tecnología| Dirección de Servicios TI | Estrategia TI | Transformación digital | Project Manager | DevOps | Metodologías ágiles | Scrum | ITIL | Ciberseguridad | B2B
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Tener los ANS muy claros y parametrizados. Establecer claramente el tipo de ticket (Incidente, pregunta, tarea, problema, etc) Unificar aquellos tickets que tienen relación por caso y cliente, para evitar que se llene la bandeja de cada técnico. Validar la disponibilidad de tus técnicos y especialistas, pero sobre todo, revisar con ellos si hay un suceso en común que tiene en ese estado sus bandejas Mantener la calma y la mente clara todo el tiempo, no se puede perder el control ni el detalle de cada evento.

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You're swamped with IT service desk tickets during peak hours. How can you ensure timely resolution?

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1 Prioritize Tickets

2 Automate Responses

3 Streamline Processes

4 Train Your Team

5 Monitor Performance

6 Leverage Feedback

7 Here’s what else to consider

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