Who Benefits the Most from Your Help Desk Tool?

By Staff Contributor on August 26, 2018

Help desk software helps companies resolve tech issues faster, eliminating menial tasks and allowing IT departments to resolve complaints more efficiently. Through the organization of information, streamlined workflows, and the elimination of time-consuming manual processes, support specialists can focus on what they do best: addressing requests that demand their particular expertise. Too often, help desk technicians have to log issues by hand, dig through inboxes full of disorganized emails, and laboriously track the status of complaints. This menial work often translates to requests slipping through the cracks and a lag in customer service.

Many technology tools are designed to benefit the end user. For example, an application might help a user complete certain tasks more efficiently, or it might enable the user to discover the benefit of using a product or service. The list can go on and on. Help desk software is different because, if it’s good, it will benefit the end user and the technician. Let’s explore how.

Leverage the Help Desk Tool to Aid the End User

Your IT help desk tool does more than just benefit the technician. Customers can expect to receive better service in a variety of ways:

  • Enhanced Ticket Creation. A request service form only asks for the necessary information to solve a problem. However, a help desk tool automatically converts requests for service via email into tickets for expedited workflow.
  • Increased Reliability. “The help desk is down” are the last words any customer wants to hear. Hosting your help desk tool on a stable, secure server keeps operations running smoothly and avoids further ruffling of customer feathers.
  • Self-Service Options. A knowledge base (KB) allows users to navigate solutions to common problems without waiting for help from a support specialist. Typical examples include password resets and username retrieval.
  • Real-Time Updates. A help desk tool automates certain processes like providing updates for a ticket’s status, beginning with generation. Updates can include things like the date and time a ticket has been assigned to a technician, how the tech will solve the issue, and when he or she expects to have completed the work on the ticket.

For instance, password reset requests can make up a high percentage of support tickets—consuming lot of time and resources unnecessarily. A simpler option is to enable the end user to reset their own passwords. The SolarWinds family of products includes a tool that can make this happen, called Passportal Blink. Instead of directing users who’ve forgotten their passwords to your service desk, they’ll get push notifications that help them reset their passwords typically in under 60 seconds. This saves you a lot of time, particularly if you’re offering managed services to hundreds of clients (or more).

Expedite Workflows That Help IT Technicians

We’ve seen how a help desk tool automates certain processes that enhance customer service and benefit the end user. Here’s how the tool also helps your valuable IT support staff:

  • Create Technician Notes. Gone are the days of sticky notes on computer screens—we hope. With an IT help desk tool, support specialists have access to add or update comments on each ticket, such as noting what they’ve done to troubleshoot a problem, as well as providing an estimated time of completion. This ability to update comments assures an efficient workflow if another tech needs to step in.
  • Automate Ticket Assignment and Transfer. Without a help desk tool, support IT workers must manually log a problem and assign it to a specialist. The software can automatically assign tickets based on availability or expertise. In the event of a transfer, technicians have quick access to all available information.
  • Review Asset History. A help desk tool includes any asset data history so that a support specialist can rule out repeat issues.
  • Take Advantage of Integration. Full integration with other office tools such as remote desktop integration and asset data management allows technicians to do their jobs more efficiently.
  • Utilize Knowledge Bases. The KB for a help desk technician varies from that of the end user. KBs for technicians include essential information like links, notes, and relevant information from other techs when resolving issues that are commonly reported. Help desk KBs are also necessary for training new hires.

The right help desk tool will play a critical role in making your business operations more efficient.

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