Top 10 Ways a Help Desk Can Help You

Help desk software can help companies solve faster technological problems and enable IT departments to work more efficiently. As? In some instructions, Help Desk organizes information, streamlines workflows, and removes many manual processes. With the desktop Help software (often a subset of a service desktop software), you will no longer be an IT support specialist having to log problems by hand, digging through disorganized emails to get to the bottom Of a problem, it controls the status of the problems manually, or allows applications to slide through the cracks.

A technical support system automates a problem-solving workflow, centralizes information, and maintains all knowledge with email alerts. And instead of having to track down someone from technical support to get help, employees can simply send a ticket to the support team via email or a customizable Web-based form. The technical support software will automatically receive, record and assign problems to the appropriate technical assistance technicians, making the process more convenient for all parties involved.

Not only do the help desks simplify the communication, but they also keep detailed records of all the problems presented, facilitating the monitoring of updates and reports on the work performed (useful for year end-of-life revisions). As you can see, there are many ways in which an assistive service can make your life easier and your business more productive. No wonder that using desktop Help software is considered one of the best practices that can benefit almost every business. Here are 10 great ways to help the desktop software can simplify life in the office and in you:

10 ways a Help Desk helps you

Work more efficiently

Office workers can easily send problems and make their technology problems repair faster, allowing everyone to spend more time being productive and less time to turn their thumbs. IT professionals lose less time in unnecessary manual processes, releasing valuable time for a more important job.

Smarter multitasking, even anywhere

Technical support systems allow IT professionals to classify and prioritize problems more easily, allowing them a better sequence in which problems work. For example, a technology might want to deal with a number of similar problems in a single trip from the server room, making a better use of its time.

One place for all IT requests

Most Helpdesk systems include a user portal that provides a single location for users to create entries, see the status of open issues, and close the tickets as soon as they are resolved. A portal can also be used to transmit important information to users (such as planned downtime), which can reduce unnecessary tickets.

Customize to suit your needs

On a basic level, a technical assistance ticket includes a title and a description of each number. For more detailed information and better categorization, a company can create custom fields such as department, building site, floor number or peanut butter preference... then create reports based on that data.

Analyze IT trends, improve overall workflow 

Because Help desks can help you track metrics, such as the average time spent resolving tickets, IT managers can run detailed reports to uncover trends. For example, if you find that a particular technology is very good at a specific task, you may want to give them all related tickets to get maximum efficiency.

Prioritize important tasks

Different inputs justify different responses depending on their severity. Replacing an old mouse with a person is much less important than repairing a failed server that affects the entire enterprise. With a technical assistance system, technicians can prioritize and classify tickets with ease, so high-gravity tickets are dealt with quickly and are less likely to fall through the cracks.

Automatic assignment of service tickets

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

Better establish expectations with due dates

The configuration, tracking, and communication of changes to issue expiration dates is easy with technical support, which is useful for the IT professional to address the problem and the employee who sent it. Expiration dates can be assigned automatically or manually, and technical support technicians can classify the tickets according to the date projects to be completed.

Do not reinvent the wheel

Some technological problems are reproduced periodically. With a technical support system, you can record relevant entries on any ticket and even load files needed to help solve the problem. Later, anyone on the IT department's technical support team can search through old entries to get help with similar problems.

Show what your value

With the Helpdesk report, you can easily run reports to show how many tickets have been resolved in the last week, month, quarter, or year for you or your entire IT department. These reports are excellent for identifying the problem areas of technology and for showing the value that IT professionals bring to a company.

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