I'm looking to improve our helpdesk process by ensuring they consistently check 2-4 specific items during every user interaction, whether it's a screen share or an on-site visit. This checklist has evolved over time as our projects and priorities have shifted, and it mainly includes compliance tasks like ensuring agents are checking in and educating users. I'd love to hear if anyone else has set up something similar and how well it's worked for them. What checks do you recommend for these user touchpoints?
3 Answers
Making sure agents check in should definitely be automated. For instance, our Intune policies automatically flag machines as non-compliant if they lack an operational remote monitoring and management (RMM) system, using a custom PowerShell script. This helps save time during check-ins.
Honestly, implementing checks on the helpdesk side seems a bit backwards. Sysadmins should be equipped with tools that handle these checks instead of relying on helpdesk staff to do the extra work. Evaluating whether these checks actually catch issues could lead to identifying root causes that solve the problem more effectively.
I totally get your point. If the checks don’t find real issues, why keep doing them? At this point, getting a green status without additional tasks on the helpdesk's plate seems way more efficient.
I find it odd to have a blanket requirement like that. It might be better to customize your checks based on the category of issues that are triaged in your ticketing system. Plus, your setup should ideally retrieve check-in statuses automatically instead of relying on helpdesk staff to do it manually.
That’s a good idea! I’ve noticed some MAC agents struggle with getting full disk access when a new macOS is installed.