Top 10 Ways a Help Desk Can Help You

 What is Help Desk Software?

 

Support software can help companies solve technical problems faster and help IT departments work more efficiently. Such as? In short, an ithelpdesk organizes information, simplifies workflows and eliminates many manual processes. With help desk software (often a subset of service desk software), a technical support specialist will no longer need to record problems by hand scrupulously, rummaging through disorganized emails. to get to the end of a problem, manually follow the status of the problems or let the requests slip through the cracks.

 

A help desk system automates workflow for troubleshooting, centralizes information and keeps everyone up to date with email alerts. Instead of looking for someone in technical support for help, employees can simply send a ticket to the help desk team via e-mail or through a customizable web form. The help desk software will automatically receive, record and assign problems to the appropriate help desk technicians, making the process more convenient for everyone involved.

 

Not only do they help desks simplify communication, but they also keep detailed records of all problems sent, making it easy to keep track of updates and report on the work done (convenient for year-end exams). As you can see, the helpdesk can simplify your life in different ways and make your business more productive. It is no wonder that the use of technical support software is considered one of the best IT practices that can benefit almost any company. Here are 10 fantastic ways that assistive software can simplify office and IT life

 

10 Ways a Help Desk Helps You

 

Work more efficiently

Employees can easily send problems and solve technical problems faster, allowing everyone to spend more time being productive and less time moving their thumbs. IT saves less time on unnecessary manual processes, freeing up valuable time for larger jobs.

 

Smarter multitasking, even on the go

Technical support systems make it easier for IT professionals to prioritize and classify problems, allowing them to sequence the problems they have to work on. For example, a technician might want to handle several similar problems on a single trip from the server room, making better use of his time.

 

A place for all IT requests

Most help desk systems include a user portal that offers users a single place to create tickets, view the status of open problems and close tickets once they have been resolved. A portal can also be used to transmit important information to users (such as scheduled downtime), which can reduce unnecessary tickets.

 

Customize to meet your needs

At a basic level, a support ticket includes a title and a description of each problem. For more detailed information and better categorization, a company can create custom fields like department, building location, plan number or peanut butter preference ... and then create reports based on this data.

 

Analyze IT trends, improve overall workflow

Because helpdesks can help you keep track of metrics, like the average time taken to resolve tickets, IT managers can run detailed reports to find trends. For example, if you find that certain technology is good for a specific task, you might want to give them all the associated tickets for maximum efficiency.

 

Give priority to important tasks

Different notes justify different answers depending on the gravity. Replacing an old mouse for a person is much less important than repairing a failed server that affects the entire company. With a help desk system, technicians can easily establish the order of priority and sorting of tickets, so high severity tickets are processed quickly and are less likely to fall into cracks.

 

Automatic assignment of support tickets

The best support software can analyze tickets and automatically assign problems based on specific criteria. For example, you can send all hardware problems to Steve and all software problems to Bob. Or you can assign all accounting or marketing tickets to Sally and every ticket with the word "password" to Mary.

 

Better to set expectations with deadlines

Defining, tracking and reporting changes to the deadlines of problems is easy with a help desk, useful both for the IT professional who handles the problem and for the employee you send. Expiration dates can be assigned automatically or manually and help desk technicians can order tickets by project completion date.

 

Don't reinvent the wheel

Some technical problems recur regularly. With a help desk system, you can save relevant notes on any ticket and even download the files needed to help solve the problem. Subsequently, any member of the ithelpdesk team can consult the old tickets for assistance with similar problems.

Show what you're worth

With help desk reports, you can easily generate reports to show how many tickets have been resolved in the last week, month, quarter or year for yourself or for the entire IT department. These reports are great for identifying problematic technology areas and showing the value that IT professionals bring to a company.

 

Is a Help Desk Right for me?

 

If it is not yet clear, a help desk is designed to make life easier for IT professionals. Thanks to the help desk functionality, interactions are simplified, information is organized and processes are leaner.

 

Most companies find it useful to use a helpdesk once they start to see a healthy volume of problems happen and need more organization around the requests.

 

The main obstacle for some companies in implementing a help desk system are the cost of the software ... with some options that cost thousands of dollars. In the long term, helpdesk software helps companies work more efficiently, saving money over time.

 

Fortunately, a free ithelpdesk software like Spiceworks simplifies the risk-free trial, especially with a cloud-based service, where configuration can be performed in minutes. If your company does not use the help desk now, download it for free, try it for a while and see if it works for you.


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