The idea behind a help desk is to enable IT professionals work more efficiently. Cut the long story short, help desks can eliminate a lot of routine and monotonous manual processes. For example, many small to medium businesses (commonly referred to as SMBs) require tech support teams to answer phone calls and manually log problems, a process that can be taxing and very often a wastage of time.
How can an IT Helpdesk help you?
There‚Äôs no higher ceiling to the number of ways a help desk can make life easy for you. Here‚Äôre 10 things we felt they fit the bill:
- Increased Efficiency
Ability to email their problems and any related updates to help-desks helps users gain time and maximize their efficiency.
- Smart Multi-tasking
Help your tech support team to work on several issues at once. When traveling to a remote part of the building, for instance, they can determine who needs help in particular areas and visit them all during a single trip, making better use of their time.
- One-Stop-Shop for Help
Some help desk systems are paired with a portal that gives your users a single place to create new tickets, view the status of open tickets and close out issues that are no longer present. The portal can also be used to relay phone numbers, email addresses and important network information to your users, thereby bringing down the number of duplicate emails received during a breakdown.
- Track Time During Trouble
Now track the time spent on a trouble ticket. You can run a report to determine how much time technicians are spending on all tickets. Certain technicians may turn out to be better at certain tasks, so trouble ticket assignments can be adjusted to reflect this, speeding up the time it takes to solve the problem.
- Prioritize Your Tasks
Different problems will require different priorities. When your help desk technicians can more easily visually prioritize their tickets, important help tickets are less likely to fall through cracks.
- Let‚Äôs Not Reinvent The Wheel
You will come across many reoccurring problems which can be quickly solved based on work done previously. Help desk software allows technicians to search old tickets to quickly find solutions.
- Establish Deadlines
Keeping track of due dates is now much easier with a help desk. Due dates can be automatically or manually assigned, and tickets sorted based on the dates the projects need to be completed.
- Auto-Assigning of Tickets
Help tickets are now automatically assigned to your tech support teams. For instance, technician A works on all hardware issues while technician B works on all software issues. The best help desk software can scan incoming tickets and automatically assign them to the correct technician based on the content of that ticket.
- Tailored To Meet Your Needs
While a traditional conventional system like telephone and email may allow specific information to be gathered, a help desk system allows you to gather just as much information, organize it better and do even more with it. Help desk systems contain many built-in information fields and many also allow for custom ones to be created as well. A company can use this information to organize their tickets and sort them by these categories. This gives the help desk a tremendous advantage over phone-based systems.
What kind of helpdesk solution do I need to buy?
As you read above, the help desk is designed to make the IT professionals life easier. With help desk functionality, interactions are simplified, information is organized, and the process is just more efficient.
The biggest barrier for some businesses to implement a help desk system is the cost. You could end up spending thousands or even tens of thousands of dollars depending on the technology. While the typical cost is more than the typical small or medium business can bear, what choice do you have when you need to simplify IT procedures? Anybody heard of Kwantify before? No?
Read more here :¬†www.kwantify.com/helpdesk