Post Menu and Details.
- Help desk services
- What is an IT help desk?
- What are the advantages of a help desk?
- Improved efficiency
- Quick solutions
- Better UX
Reading time: ~4 minutes
What can your company get with its help desk services? Although information technologies improve businesses, they can be a real hassle when problems emerge. Since companies rely on technology, significant issues can obstruct business operations. For business owners, this can mean a loss in profit and customer satisfaction. However, there is a simple solution to this problem.
Help desk services
An IT help desk will take over the problems and solve them immediately so that you can proceed with your normal business operations.
The business’s help desk is a specially dedicated team of specialists available to solve any emerging issues. The IT team is trained to troubleshoot, solve, and track the problems related to technology. They will solve any problems submitted by customers or employees. The help desk is an essential element of IT service management, which directs towards delivering value to customers.
The IT help desk has a convenient system, allowing users to submit tickets. This is completed through ServiceDesk Plus, s special software for submitting tickets. Every user reports their issue electronically, directly to the help desk team. Then, the team will review these issues and act accordingly. The users can submit a written message or even attach a screenshot to address their problem. The help desk will solve the problem quickly or instruct the users on the following actions via phone.
Why do more and more businesses decide to obtain services from an IT help desk? IT help desk services aim at resolving and preventing IT-related issues encountered by a company’s employees or customers and ensuring the overall stability of the IT infrastructure. With so many advantages, it is clear why companies rely on this troubleshooting method. In addition, we share the advantages so that you can get a better understanding of how a help desk will benefit your business.
When your business experiences technical problems, this can cost you a lot. The employee’s productivity decreases, and you get more frustrated customers because they can’t use your service to reach your customer support. The help desk will quickly resolve the issue, preventing these events from happening. Your employees can quickly get back to their operations, which won’t obstruct the process.
In addition, the employees will have a straightforward solution when experiencing issues. The dedicated team can immediately solve minor problems such as forgotten passwords or creating new accounts. Your employees won’t need to waste their precious time, and instead, will focus on their tasks.
The help desk has a primary role in the Information Technology Infrastructure Library, focused on incident management. This sector records the recurring issues, determining the frequency, and noticing specific patterns. If an issue happens repeatedly, the team will focus on the roots of the problem. This saves time and prevents frustrations, which is a unique benefit connected with the help desk service. If you don’t rely on a help desk, your business is at high risk of repeated mistakes that waste your time.
The dedicated team has the expertise, experience, and knowledge to tackle any issues. This means that users will get an immediate response and a solution, which will result in increased customer satisfaction. If your users struggle with problems that frustrate them, the help desk will provide direct support. The users will be happy knowing they know where to ask for help and get feedback when their problem is solved.
Implementing a help desk in your business is an easy process. In addition, we share a few tips for easy implementation.
Before you implement the help desk as a solution, you need to determine your specific goals. These are the things that you should consider:
Is the focus on customers, employees, or both?
24/7 support or coverage only during working hours?
Which customers or sectors will they prioritize?
What will their work scope include?
Which contacting methods will they use?
The service can be tailored to your specific business needs, so it is essential to assess your goals. Make sure that every aspect of your business is covered for efficiency.
Designing a process that fits your business needs is an important step. For example, you can create a self-service platform where your employees or customers can seek answers themselves. In many cases, they can solve the issue by themselves. The platform will contain step-by-step instructions on how to solve minor problems.
Next, you need to determine the priorities. Think about what is the most important to your business. Is it the significant problems, valuable customers, or anything else? The system will prioritize the tasks to make sure that it aligns with your goals. In addition, developing a ticket system allows accessible communication, problem tracking, and receiving feedback. The users can quickly submit an online ticket directly to the IT team. They can receive feedback about the progress and receive information on when they can proceed.
Due to business growth, your help desk might have to work with increased capacity. When you wish to offer a quality service while maintaining the costs low, you should go for automation. Some minor issues can easily be solved with the help of automation. For example, your systems can automatically restore forgotten passwords. Or, your ticketing system can send an automated message with the ticket number.
The SLAs will depend on the team’s size, the number of requests, and working hours. The SLAs determine the given timeframe for resolving the problems. Since the users are often impatient, they want to know when they will get a solution. Set the time frame for offering solutions. If you can’t predict the time frame for solving complex problems, at least provide a timeframe for feedback on the process.
Tracking the key metrics allows you to see your progress and decide which areas you wish to improve your business. Track the response time, the number of tickets, request types, and other essential metrics. This will help you determine the repetitive problems and show you which areas can be served with automation tools.
Thank you for reading!