The Importance of Customer-Centric Support in IT Consulting

A picture of Alec Baldwin in Glengarry Glen Ross performing his famous ABC speech (Always Be Closing) seems hardly fitting for this piece, but the rule applies to providing help desk services - always be closing your tickets. Another rule, more important than just closing those tickets out, is making sure a customer's experience with the Help Desk was good and that the issue itself has been resolved. Doing this ensures that everything that could be done and needed to be done has worked out for the customer that reported the issue and ensures positive feedback from the customer regarding the overall support experience.

Customers are the bread and butter of any tech support system and they are also the other eyes and ears to the overall tech infrastructure of any organization. For example, if a group of end users experience inconsistent network connectivity throughout the day while working in the office, the network team will need ping and tracert, IP information logs to determine where the issue lies within the IDF (Intermediate Distribution Frame) closet. A more common issue would be that if several people are experience similar issues with a particular brand of laptops, those tickets need to be written up for each end user so that upper IT management can look into potentially switching laptop vendors or getting another set of laptops with better performance from the same vendor.

The more customers have good experiences with a help desk team, the better a company's tech infrastructure runs. The better experience customers have with the help desk, the more that customers trust the help desk to resolve their issues.