Thursday Sep 29, 2011
Help your Helpdesk
Of all service desk contact volume, as much as 40 percent could be solved through IT self-service, but only 5 percent of issues actually are solved by IT self-service, according to an article by Gartner, Inc.
Your helpdesk has worked hard to solve both minor IT issues and major issues. It is now time to give back to those that have been so helpful and offer them some help.
This is the power of on-demand training. Whether it is through the quick search facility to solve singular issues or through an entire course to meet solutions, your end-users can now help themselves with their minor issues and your helpdesk can focus their efforts on more important issues than the common Outlook questions. So how do you do this?
Start with capturing your FAQs:
1. Compile a list of your most Frequently Asked Questions
2. Create some content such as step by step articles or video screencasts to enable users to solve those problems themselves
These steps will result in a quick response to learners, and they can easily find solutions on their own without waiting for a support technician. Now the support team can concentrate on more difficult support issues.
Using your FAQs as a base, will help start the creative and organizational process of a course. Most organizations already have FAQ pages with content begging to be in a course. Once your custom course is created based off your FAQs, you can move into other subject matter. We posted another blog about how to create your course. It said to start the process with the following:
Step 1: Define the Course Purpose
What is your course trying to achieve? What should your learners go away being able to
do now that they could not do before?
Step 2: Creating your Course Objectives
Now that you have a proper Course Aim you can begin to set the Learning
Objectives. The Learning Objectives are the means to achieving the aim. So Learning Objectives for the Report example might be:
• Set up page margins
• Format text
• Add and delete text
• Add Headers and Footers
• Create a Table
Step 3: Adding your Course Outline to KeyStone OnDemand
Once you have your Learning Objectives you can see quite easily which of them go
together to create a fluid section and which Learning Objectives are worthy of lessons of
their own.
Once you have decided this, you can create a Course Outline to act as your guide
through the process. This helps the course flow well and allows the author to have a
clear direction throughout the process.
By using the offerings of KeyStone OnDemand, your help desk will be more focused on major issues and your users will be able to self-help and have a feeling of accomplishment when solving their minor issues.
