Help Desk software is extremely helpful to a number of different businesses. It can help to improve a company’s IT processes tenfold, but it is it needed for a smaller business?
What is a Help Desk?
A Help Desk is a program which responds to customer queries and organises the information given in the event the problem needs to be passed over to a real member of staff. It can help alleviate some of the stress of customer management and can even solve some customer queries through automated processes.
IT in large corporations is handled by dedicated teams which may have several employees all taking care of queries and problems. Small businesses may not even have one IT employee, just someone who knows a bit about computers.
This means that any IT problems may get pushed aside since that employee will have their own work to be getting on with. IT complaints can rack up quickly and can become more of a problem than they would have initially. A Help Desk can help alleviate some of these stresses.
As previously said, a smaller business might be made up of people who are not the most tech-savvy. A Help Desk like the one offered by SysAid has a self-service function built into its software. Any employees who are searching for a quick solution can fix the problem themselves following the guidance the Help Desk can offer them.
This will cover smaller, trivial complaints and repeat problems, thus allowing anyone handling IT to focus on the bigger and more complex problems.
Collation of Information
In the event that the case does need to be passed over to an IT professional, they will not be picking up the case with no guidance like they would have if they had initially been given it. Instead, the Help Desk will have collated data about the problem and the steps already taken while attempting to solve it.
This will improve efficiency and productivity as the IT technician will already know which tests and solutions don’t work. They may even know how to fix it from the data collected.
Such software can also collect information about the previous problems the computer in question has faced. By collating this data, it could be possible to see if there is one area of the computer’s hardware or software that needs improving to stop this error occurring again.
If your small business does not have a dedicated member of staff to deal with IT problems, the one person who does deal with such complaints needs to be able to successfully balance their usual work with caring for the computers. The Help Desk can help them do this since it will organise the tasks into an order of priority. With the right controls, your IT employee may be able to work on multiple cases in one go; improving their productivity greatly.
Help Desks are not just for large-scale corporations; plenty of small businesses can find a use for them. If you think your business is struggling to deal with its IT problem, consider looking into a Help Desk solution today.