A Help Desk adds value, increases productivity and helps the IT department improve productivity. So, why do you use a business tool like this in your organisation, and who will manage it for you? The IT department is often tasked to manage the Ticketing System because of their technical expertise and because this is where the biggest productivity gain will be realised.

You may also want to read “When to start considering a help desk“.

Perhaps you’ve been using email to keep track of customer complaints and you’ve never had a problem with this method. What you probably don’t realize is how much simpler ticketing software makes resolving customer issues. The organization it provides helps with efficient problem resolution, which benefits customers and companies.

Benefits gained when you use a Ticketing System

Let’s look at the benefits that you can expect when you use a ticketing solution in more detail. Remember, not all solutions are equal.

• It helps customers Keep Track of their Service Issues.
• Improve Service Delivery using centralized management tools
• Reduce Costs using automation to lower the cost of ownership
• Ensure Compliance with IT governance.
• Enhanced Efficiency. Every business desires to operate like a well-oiled machine.
• Seamless Experience. Customers want a seamless experience when they interact with your business.
• Boosted Productivity.
• Problem Resolution.
• Strengthened Library of Information.

For additional information, read “Key Responsibilities of the IT Help Desk“.

Help Desk – Self-Service Module

Customers can also find their own solutions with some types of ticketing software. They access a knowledge base and search for solutions to common problems. Customers who don’t have access to a support technician 24 hours a day find this helpful since problems can occur at any hour. Self-service also takes some pressure off of support technicians.

Help Desk – Searchable Database

Ticket systems offer a database of previous tickets that workers can search through. This is helpful because workers can look at past tickets of similar issues to give them ideas on what solutions to try.

Need to know the “5 reasons why the help desk cares about security“?

Continuity

The knowledge base in ticketing software enables support workers to solve the same problem with the same solutions. This provides continuity in service because all workers are on the same page regarding which solutions to try for a certain problem.

Cloud vs. On-premise Help Desk

The Help Desk has evolved to cater to the growing demands of a remote workforce. Consequently, we are now seeing cloud-based Help Desks growing in popularity. Supporting remote employees also demands a different approach to endpoint security and troubleshooting for IT professionals.

Cloud is Dubbed better than on-premise due to its flexibility, reliability and security. Cloud removes the hassle of maintaining and updating systems, allowing you to invest time, money and resources into fulfilling your core business strategies.

For a business with appropriate IT support, on-premises solutions give companies confidence that their servers are locked down—they don’t need to trust another company with their private data. Data security in the cloud is handled on the other hand by the cloud provider.

To Wrap Up

A help desk is the first point of contact for customers and employees alike. Customers need answers and the help desk is where they turn. When employees need someone to troubleshoot a printer, upgrade the security on a laptop, or give them access to a new system, it’s the help desk to the rescue