IT help desk software isn’t an expense; it’s an investment. And if you treat it like an investment, you’ll make a better purchase, you’ll integrate it into your organization in a more streamlined way, and you’ll ultimately get more value out of it.
So what exactly is IT help desk software? What makes it so valuable? And how can you get the most value out of it?
IT Help Desk Software: The Basics
IT help desk software is a platform designed to help IT teams provide support to end users. When a user has a question or an issue, they can log it in the system, and someone from the helpdesk team will provide an answer, using the platform as a tool to send the response conveniently.
Though different help desk developers tackle this type of project in different ways, most IT help desks have access to at least the following features:
Ticketing. Ticketing is the most mainstream way to handle user issues and questions. When a user has a problem, they can create a “ticket” in your system, representing an isolated digital log of the problem, including when it was identified, how it was received, and how and when it was resolved. Ticketing is highly efficient, giving users a streamlined experience while keeping everything consolidated and neatly organized on the back end.
Communication. Another core feature of IT help desk software is its ability to facilitate better communication, both internally and externally. When a member of your team recognizes a new ticket, they can respond to it directly, providing insights and direction to the users who need them. In many platforms, there are also features that allow team members to communicate with each other, giving them a chance to gather information and figure out the best way to resolve a problem.
Tracking. Each platform also has built-in tracking features, allowing team leaders and supervisors to instantly see how many tickets there are, how quickly tickets are being closed, and how individual team members are managing their responsibilities. This is essential if you want to improve your customer service.
Team and resource management. Most platforms come with team and resource management features, allowing project managers and supervisors to assign tickets to the most appropriate people. Assignments can also be exchanged and reordered as necessary to improve speed and efficiency.
Cloud functionality. Cloud computing has dominated software platforms as the norm for many years, since cloud computing is typically faster, cheaper, more secure, and more efficient than traditional forms of computing. Additionally, cloud platforms are accessible on any device, provided it has an internet connection, making them even more accessible and convenient. Most IT help desk software platforms exist in the cloud.
Reports and analysis. Are you interested in seeing how your IT helpdesk team performed for a given period? Most platforms have reporting and analysis features that can help you crunch the numbers and objectively prove the value of this system.
Some help desks also have flexible integrations and customization features so you can optimize the platform perfectly for your needs.
Why IT Help Desk Software Is So Valuable
Why is this type of platform so valuable?
Save time. Compared to other methods of handling customer service, IT help desk software platforms allow you to save time. Tickets are created automatically, they can be assigned and discussed easily, and the average employee only needs to spend a few minutes per ticket to take care of the issue.
Save money. IT help desk platforms do cost money, but they’re still less expensive than a traditional customer service strategy – that is, when you factor in all your time savings.
Improve consistency. Consistency is vital if you want a measurably positive average user experience. Because all your help desk workers will be using the same platform and the same protocols, consistency is practically guaranteed.
Make users happier. One of your biggest goals is making end users happier, and IT help desk software can help you do it. Users get better answers, faster and more consistently, so it goes without saying that it makes their experience better.
Identify and fix problems. Is there an issue with your current customer service approach? IT help desk software can help you find it.
Choosing the Best IT Help Desk Platform
At this point, you should understand just how valuable IT help desk software is. But how do you choose the best help desk platform for your needs?
This is a complex question, and unfortunately one that we can’t answer concisely. What’s important is that you understand your core needs as an organization, that you spend time and effort reviewing multiple options, and that you have an objective list of decision criteria you use to make the final call.
