Let’s face the facts. How many of us here believe that helpdesk agents (yes those professionals who work over the telephone aka first level support) is less trustworthy compared to your second level technical support? How many of us think that helpdesk agents are limited to low level IT request tasks? How many of us think that helpdesk agents should not have more higher access levels to perform tasks such as password resets?
The fact really, is to empower your helpdesk agents with these rights and accesses so that they will be able to serve customers’ request at first call. You actions of empowerment will result in, [1] Higher customer satisfaction. Since your helpdesk agents are able to serve the customers without the need to escalate, customers’ requests are immediately attended to and solved.
[2] Higher employee satisfaction. If you have not sat in the helpdesk chair/shoe, you should. It feels great to be able to resolve customers’ requests and incidents. With more requests resolved, your helpdesk agent will feel a higher level of job satisfaction. A higher level of job satisfaction translated to motivation.
[3] Better team reputation. Now that customers’ requests are resolved at first call, guess what, they are going to sing your services greatness. Your customers will continue to contact your helpdesk whenever they need help. Don’t be surprised that customers do make contact with your 2nd level support and beyond; especially when the majority of requests are escalated by first level.
Having said these, there are some risk management to address. First, you should not grant higher level of access to young helpdesk agents. It is prudent to first establish their suitability for the job and their integrity to perform the task honestly and ethically.
It worked for me and I hope it will work for you.
Cheers,
Amos