What is the best way to ensure end-user satisfaction with your service desk?

Understand what is the main problem/issue of the EUS, Provide Emphaty to your client provide the best solution to your client once that is done you may need to provide follow-up ups check if the issue still present provide reference numbers and if you need to provide break fixes to your client and lastly heat check your clients if they need additional support.

Guide and empower the team to meet customer expectations of service and support performance by providing an effortless customer experience and a forward-resolution approach to meet and exceed customer service levels of the operation. Let the team take part in setting goals and developing new, advanced ways to deliver exceptional service and support.

Measure end-user satisfaction by using metrics constructively to improve behaviour and performance. Regularly share metrics with three levels of the leadership team, your team, and the business, show monthly results for improvements and pain areas, open two-way communication channels, and ask for feedback.

En mi experiencia como líder de Desktop Support, he encontrado que la retroalimentación de los usuarios finales es una herramienta indispensable para mejorar la satisfacción del cliente. Al recopilar y analizar comentarios de los usuarios finales, puedo identificar áreas de mejora y tomar medidas para corregir los problemas.

What really can make your service desk practise stand out, it to make it a part of your core organization, and implement the "go see and solve" principle. "Go See and Solve" is a smart way to fix problems. When you "Go See," you watch, ask questions, and figure out what is going on. You're like a detective gathering clues by being right in the middle of things. Then comes the "Solve" part. Once you've understood why the problem happens, you start thinking of ways to fix it. The point is, you're using what you learned from being there to come up with solutions that actually make sense for the situation. "Go See and Solve" is about delaying your intuition, before adressing the context of a problem.

When you provide an automated response to a new ticket raised, include some self help resources based on the content of the ticket. Chances are the user can resolve the problem themselves and they can do this 24x7 - even outside the work hours of the service desk.

Cultivate empathy: I emphasize the importance of empathy in customer interactions. I train team members to listen actively, understand customers' emotions, and resolve issues with care and compassion. I encourage agents to act as relationship agents, putting themselves in the customer's shoes and seeking solutions considering their perspective. Empathy helps nurture a healthy team culture.

In my opinion, It’s good to standardize your responses to the tickets and not to automate it: People still looking for humans to respond to their inquiries and tickets.

Em casos de problemas recorrentes garantir que seja tratado sua causa raiz, a satisfação do cliente se dá quando o um tipo problema é resolvido definitivamente.