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Could help desk support boost your business’ offering?


Helpdesk support might initially seem like an extravagant outlay for a small-to-medium enterprise. Depending on a company’s offering, more technology-facing businesses with tech-savvy staff may anticipate that any IT management could be dealt with in-house. However, depending on the size of your company, IT help desk support could really help to boost your business’ offering in the marketplace and be a valuable selling point.

Centralising communications

A centralized help desk support provides a streamlined communication tool for staff, providing a single place for your employees to report issues, thereby negating the need for them to find out who is the best person to contact for a particular problem. An IT help desk can offer trained programmers and engineers to field calls appropriately, meaning your employees are allowed to get on with what they are good at.

Ticketing management

Ticketing management systems offered by help desk and software support solutions such as SysAid’s help desk software help to manage incidents more quickly and allow users to access self-service benefits such as incident status checks, FAQs, IT announcements and IT chat options. Ticket generation provides a time frame for when issues will be resolved, and gives priority status to incidents, plus historical data on different problems that a company may be encountering can be easily accessed in order to proactively head off recurring issues from the start. The added benefit of being able to track metrics, such as the average time spent resolving tickets, means that IT managers can run detailed reports to analyze key trends.

Asset tracking

Help desk support can also provide your company with the benefits of a configuration management database (CMDB) that stores all the relevant information about the components of the IT systems used in the business and tracks the relationships between those components. This gives your technical staff the benefit of having a more in-depth visibility of all the company’s accumulated IT assets and services, providing an organized view of the data.

Customer satisfaction

Help desk support can help to improve a business’ outward facing offering by enhancing access for the end-user. Any customer issues can be reported in a standard format, and conversely, the customer receives company communications in a consistent and timely manner, such as via email notifications detailing the status of their issue. Outsourcing your IT help desk can help to solve several IT problems such as reducing costs and improving routes to enterprise mobility management (EMM) allowing your organization to secure and manage apps and content across a range of mobile devices. It can potentially free up your IT employees to enable them to concentrate on higher-order work focusing on the core competencies of your business. Outsourcing your help desk to an offshore company can certainly look like an attractive option as far as reducing costs are concerned with a potential savings yield of around 30 to 40

Outsourcing your help desk to an offshore company can certainly look like an attractive option as far as reducing costs are concerned with a potential savings yield of around 30 to 40 per cent. But, an awareness of what your business’ end-user expectations might be on this needs to be borne in mind, and customer satisfaction is the key when making this decision.

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