Time tracking is so important when working on a help desk. When time is spent on any activity, that time should be tracked. If the time can be captured in a system then it can be pulled into a report. This is such a fundamental idea, but it amazes me how many help desk do not make this a priority. These help desks work on customer issues as they arrive, but there is no way to tell if one customer is taking up more resources of a help desk than another.
Actions to take are to record every interaction with a customer and document how much time you spend with each customer. Even if the phone calls is only 5 minutes. The simple action of logging each call will supply data to management when the time comes to evaluate the need for additional help desk resources.
