IT help desk service is a must-have software if you desire massive growth in your business.
The benefits listed below prove this.
- Provides a one-stop information resource center
- Saves on time, thus improving productivity
- Keeps operations running smoothly
- Helps track performance
- It’s easy to use
- Results in improved customer satisfaction
- Service interruptions are minimized
The help desk is the first stopover for customers when they need clarifications regarding your products or services. Also, employees in the organization run to the help desk when they require certain services such as updating systems. The main goal of an IT help desk is to solve problems. So let’s take a closer look at it.
IT Desk History
The IT help desk was first invented in 1876 in the form of the telephone. Since then, it has gone through massive improvements, and today businesses have moved from call centers to the Omnichannel system invented in 2017. The Omnichannel uses various platforms such as emails, SMS, Telecalls, and others to solve customer queries.
Types of IT Help Desks
IT help desks consist of three types. First, the IT support help desk, tasked with helping internal staff solve whatever problems they encounter. Next, the business help desk, which handles problems belonging to teams outside the IT department. We also have the customer service help desk, which addresses challenges belonging to customers found outside the business.
Additionally, there are different levels of staff found in the IT help desk department. These include the help desk manager; whose main duty is to oversee the desk’s day-to-day activities. There also exists the help desk agent tasked with responding to the help desk questions. Lastly, a team leader works hand in hand with the manager to coach new agents, among other tasks.
As with any other software, installing the IT help desk requires that your system meets the following criteria, make sure you are using Firefox, IE, or Chrome browsers. Additionally, the database should either be Oracle, SQL, or MySQL. Finally, the operating system should either be Linux or Windows.
IT Help Desk Features
Help desks aim at satisfying a consumer in the shortest time possible. Upon receiving the incident and service request, they embark on finding a solution to the issue immediately.
Moreover, to speed up responses to queries, the help desk is integrated with a ticket tracking system. A ticket tracking system is a management tool that processes and catalogs customer service requests. This tool also organizes user information and priorities making it easy for your customer service team to respond back.
Possess a Self-Service Portal
IT help desk has a self-service portal that allows clients to handle common issues on their own by presenting information in an organized, step-by-step manner that makes problem-solving faster and easier. The result is the reduction of workload on the help desk technicians, allowing them to concentrate on other areas.
It’s a Subset of Service Desks
Even though a well-run help desk can offer needed support independently, most organizations choose to incorporate the help desk as part of their service desk. This is due to the service desk’s complex services, such as problem management capabilities with SLA.
The Help Desk Is a Point Solution
Your organization’s employees and customers should readily access quality help when they need it.
Different Categories of IT Help Desk Software
Open Source Helpdesk
This type of helpdesk software allows open access to its source code. It is typically preferred by organizations with strong in-house programming know-how to leverage unrestricted access to source code.
With this type of help desk, software users need not depend on the vendor for integrations or customizations.
It is hosted on the customer’s servers. Customers usually pay the vendor a one-time payment to purchase a software license, but recurring payments can be made for associated services like customer support, integrations, among others.
Cloud-Based Helpdesk Software
The helpdesk is owned based on cloud-hosted or software-as-a-service. What this means is that the company rents the software on a subscription basis. Customers access it through a local desktop or the vendor’s website.
It is suitable for small and medium-sized enterprises that lack an in-house IT team.
Enterprise Helpdesk Software
It can be termed as a unique form of help desk software. The reason behind this is because it supports complex modules aimed at improving overall company efficiency.
Its ticketing software can be customized to fit a particular industry workflow. Additionally, it frequently comes bundled with other modules like CRM.
IT help desk offers timely and quality solutions to the customers in need. The good thing about customer satisfaction is that they will always want to come back with two or more referees. Additionally, it is cheap to maintain and operate software. All these are enough reasons why you need to get this program for your business.
We have helped customers with IT support and cloud-based managed services since 2001. At Pointivity, we can be the additional support alongside your existing IT department or we can be your entire IT department. To find out if we’re the right IT service for your business, contact us today.