An experienced and productive help desk support client knows exactly what it takes to receive fast, friendly and affordable service from any help desk support agent.

This includes anticipating exactly what they can provide to assist the help desk support agent in completing their job as quick, easy, and efficient as possible.

By being courteous and considerate both the help desk support client and agent can help each other achieve the same goal of resolving the client issue.

Working together can significantly cut down delays and speed up escalation if the problem isn’t resolved from the initial point of contact or in cases where additional research is required.

#1 Describe The Issue In Detail

It’s surprising, but true, dull, vague tickets that lack enough detail to convey the best place to start in resolving the issue get submitted regularly.

When this happens the help desk support technician must reach back out to the client to ask for additional details.

Meanwhile time goes by waiting for a reply back and forth, which usually significantly slows down the resolution process.

It’s in the client’s best interest to avoid these scenarios at all costs if they need the issue resolved swiftly and to avoid unnecessary delays.

By always taking the time to provide accurate details, the client is essentially speeding up the completion time and eliminating excess escalations or tickets getting passed around like hot potatoes.

An example is if the client email is not working instead of just saying “my email is not working and I must send an email to my boss before an important deadline”, it’s better to provide specific detailed information that can help diagnose the problem.

How is the email being sent is it through outlook, web portal, phone or other devices?

How exactly is the email not working? is the client able to log into the email client?

When was the last time the email worked? Were they off, on leave of absence, or a vacation? Did anyone else use the computer during this time?

This information may not seem useful at first, but to an experienced IT technician this narrows down the possibilities considerably.

Which in turn noticeably cuts into completion time, so the help desk support client can send off that important email to the boss without further delay.

#2 Take Good Screenshots

Every modern computer, phone, tablet and other devices all come equipped  including a neat way to take screenshots that can help show error messages and similar problems without the need to type in much detail trying to explain what it said.

Using this strategy in combination with providing numerous details can pretty much ensure that the help desk support technician will know exactly what the issue is, and the best route in resolving it efficiently.

If a picture says a thousand words, then this can save a client a serious amount of typing and time trying to explain the issues.

Nice looking screenshots can tell most of the story.

In Windows 10 and since windows 7 anyone can simply search “snip” and pull up the snipping tool to take crisp, clean and clear snapshots that guarantee to show the message.

Help desk support Clients could also press the “print screen” button on the keyboard, then search “paint” open the paint program and paste the screenshot inside for additional customizations.

#3 Schedule Support Times Wisely

The final piece toward receiving timely ticket resolution is properly scheduling the best service time for the computer.

If it’s busy, do not let the technician begin work on the computer, especially when they believe it could take a while.

When the help desk support client must turn in work under pressure, close a deal, follow up with customers or other important time pressing events, they should never allow technicians to interfere, unless the issue is holding up progress.

Nevertheless, if that is not the case, please finish work assignments first before scheduling service time.

Also, most workers know the slower than normal days, scheduling service times on those days helps maintain productivity.

It’s OK to let the technicians work on the computer during lunch if the client’s presence is not needed.

However, the client might need to login using their credentials to resolve software related issues.

Hardware problems do not require the client’s presence, therefore a productive employee will do tasks where the computer isn’t needed.

Otherwise, the technician can direct the client to use a temporary computer.

With that being said, if the worker keeps putting off technical support or rescheduling service, it’s best for the agent to close the ticket.

That way, since the issue is not hindering the employee from completing work assignments they can submit a ticket when the time is appropriate for them.