When you think of a help desk you might groan. Your hands get clammy. You might take a deep breath. So many companies outsource their help desks to companies that manage the help function for multiple companies. Their training is minimal and their ability to help is often a struggle.
That’s not the case at Learn on Demand Systems. Our help desk employees are just that. Full time employees. Employees who are empowered instead of given scripts to follow with pre-determined outcomes. Support is available 24/7.
And because of that, our satisfaction and closed ticket rate soar.
We asked our help desk team a series of questions. Below is a compilation of their responses.
- What do you like most about working on the help desk for Learn on Demand Systems?
“I love the challenges of piecing together what the customer needs and the fact that it is never the same old thing all the time. The best part is that our customers are largely appreciative of the effort we put into both speedily replying, but also applying proper remedies rather than just focusing on a timely reply.”
“Being thanked for the work you do has a surprising impact on your mental wellbeing and staving off exhaustion. And working here you get plenty of that both internally and externally.”
- What do you think makes the support at Learn on Demand Systems stand out?
“People on our Help Desk have a much broader understanding of our platform and always go above the basic help: we answer and then give alternatives or information that helps instead of just giving a yes/no. Our 1st level support knows as much or more than 2nd level support at most places.”
“We’re given a measure of training and access that enables us to resolve problems on our own in many cases and cut out the need to escalate it elsewhere. This allows for us to have the quick turn arounds and resolutions that returning customers have come to expect. The idea, or fact rather, that we’re not just a “first stop” to keep people busy but rather a legitimate problem-solving group.”
- Our help desk is staffed 100% with employees. Why does that matter?
“Employees have a deeper understanding of our platforms which is especially important with the complex systems we have. Our team has a vested interest in our company succeeding: it is Our company, not some other company we just provide a service for. I think it ties back into the fact that we’re not just gears in a machine.”
“It would be easier to outsource, or use contractors, but a part of that tradeoff is the knowledge that the option for growth or movement in the company is all but cut off from the start. Being a full-time proper employee of the company facilitates the rewarding environment, where your work no matter how small it may seem is noticed, and the option to grow within the company is there from the start. It’s a cultural mindset that starts from the moment you step in the door, the company wants you to grow with it to encourage you to stay, rather than make you feel like your digging holes for no reason until you leave. It really makes it feel comfortable and worthwhile to stay committed and diligent.”
- What’s your favorite customer interaction?
“My favorite interactions are after we’ve helped the customer and they realize that we are a valid tool for getting real support and information. Most everyone has gone through a support system that either didn’t really work or did the minimum that was expected from them.”
- As Learn on Demand Systems continues to grow – how important is the help desk?
“Very important: we are the people the vast majority of people interact with and having an in-house team with real knowledge of our systems is vital to a good customer relationship. Our team does get to know people and I think that having the familiar faces (so to speak) keeps that small business feel that customers appreciate.”
“The help desk is the first and usually only stop for customers. Why is it the only stop? Because we solve the problem the first time. This reduces the load on 2nd level support and management escalations. If the executive team doesn’t hear much about the help desk, it’s not because we aren’t busy–it’s because we are doing our job.”
“The help desk will only get more important. We’re the tip of the spear for when people have a problem. As the company continues to grow and advance, people will always a have need for a knowledgeable support team.”
- Like most roles, help desk can be a job that doesn’t feel rewarding at times. What does Learn on Demand Systems do to make the team feel appreciated?
“They include us. They take the time to thank us when we help them. They listen to our ideas and thoughts and take the time to answer our questions. They give us a platform to learn things, and not just to make us better HD techs.”
“I never felt unappreciated here. I think a lot of companies hold the help desk in utter contempt, but I never felt like a second-class citizen at LODS. We receive the same benefits and perks as the rest of the company, which really makes us feel like part of the team, invested in the company and its success.”
“This company puts in a lot of time and effort in to making us not just better employees but also making us the best we can be. Learn on Demand Systems gives me the feeling that it wants me to succeed as an individual as much as it wants to grow as company.”
“I’ve never felt like our management or leadership didn’t have time for me. From things like that to small things even, like the wellness initiative or the reimbursement for things like internet bills. Every aspect of this company seems to have some measure of concern for its employees, and it’s just a surprisingly big motivation in diligence.”
- On the flip side, sometimes helping a customer resolve an issue quickly can be very rewarding. How does the team keep the highs and lows steady?
“We help each other out: we all have our own strengths and we pool our knowledge together to keep things flowing. We encourage each other and let each other know when they’ve done a great job, and sometimes remind each other that, much as we try, we can’t make everyone happy. Then we pull each other up and carry on.”
“The Help Desk is a close-knit team. We share the highs and lows with each other. If one of us is getting frustrated with something the team jumps in to help them. A single person can’t hold up the Help Desk by themselves.”
“We try our best to focus on one ticket at a time.”