To improve, there are two main areas you need to focus on. The first is how you deal with customers. The second is how efficiently you can tackle their problems. You may not always be able to solve every issue, but communicating well and sticking to your agreed timelines is key.
Before you make any improvements, you need to understand where you sit on the scale. An IT support feedback form can help you find this out. Plus, it'll help you spot specific strengths and identify problems.