Just how helpful is the Help Desk that supports your staff and the hospitality IT they use at point-of-service? Regardless of how you resource this critical function – inhouse staff, externalresources or a combination of both - your Help Desk needs to be staffed and structured to keep your systems running smoothly and your front-line staff calm and confident, says specialist IT support operation The Help Desk.
In today’s ‘open all hours’ world of hospitality (pubs open for coffee and trade until late, cinemas start multi-screenings and serve food & beverages from mid-morning through till midnight and need ticketing systems and concession sales to run like clockwork), your Help Desk’s operating hours must match your trading hours.
To avoid a ‘9-6’ Help Desk leaving staff stranded with a till malfunction or a late evening cashing-up problem, consider supplementing inhouse teams with outsourced resources. They can provide a breadth of skills as a shared service to a number of businesses, with out-of-hours support often provided at a fraction of the cost you’d incur individually.
It’s essential of course to select Help Desk staff with the right combination of personal skills and technical knowledge. You want your staff to feel comfortable calling them and disinclined to try to remedy problems themselves. So, the most valuable attribute of any Help Desk analyst is first-hand experience of the IT problems that occur in hospitality. This equips them to quickly uncover issues and provide workable solutions. An appreciation of what can go wrong and its impact on the business means analysts will empathise with your staff too.
Speed of call answering is critical to manage staff frustration and minimise any impact on customers. These days we’re all so used to our own sophisticated IT devices that we have a low tolerance threshold when it comes to service and payment issues, so IT problems must be fixed quickly to minimise business downtime and keep customers happy.
In short, a good Help Desk is a critical contributor to the performance of any hospitality business. As such, we suggest it’s an area worthy of sensible investment, appropriate resourcing and regular measurement.
Specialist operation, The Help Desk, keeps hundreds of retail, hospitality and leisure businesses fully operational and thousands of staff competent and confident in their use of critical systems.