Assuming you are asking how we manage our helpdesk team and department:
We start by ensuring we have the right staffing levels, with the right mix of skills and knowledge. This means having people who can handle Level 1 (Basic) tickets all the way through to Level 3 (Advanced) tickets. We also have a management team who oversees the day-to-day running of the helpdesk, tracking KPIs and ensuring we are meeting our service level agreement (SLA).
We use a ticketing system to track and manage all the requests that come into the helpdesk. This allows us to see at a glance what needs to be done and by whom. We also use this system to generate reports which help us to identify any areas that need improvement.
We have regular meetings with our helpdesk team to discuss any issues or concerns, and to brainstorm ways to improve our service. We also use these meetings to keep everyone up to date on any changes or updates.
We are constantly working to improve our helpdesk service, and we are always open to suggestions from our team or from our customers.