With the nature of company demands, coupled with the ever-changing digital world businesses are requiring quality Help Desk Services. The Help Desk is the primary point of contact between the company and the technology it interacts with. It is the driving force enabling businesses to harness technological innovations to improve productivity and enable updated, usable, and safe 21st-century workflows.
WHAT DOES AN IT HELP DESK DO?
An IT Help Desk is a resource center designed for users to contact when they are having problems with their IT services, software, applications, and more.
WHY IS AN IT HELP DESK IMPORTANT?
An IT Help Desk is important because it creates a multi-tiered troubleshooting approach by having personnel with extensive technical knowledge available at all times. An IT Help Desk provides a team of experienced, certified engineers ready to assist your users with their technical issues.
WHAT IS THE DIFFERENCE BETWEEN A HELP DESK AND SERVICE DESK?
Though often used interchangeably, IT Help Desks and service desks are not the same. Help desks handle incoming support requests from end users who want to resolve issues with the company’s product, service, or system that they are experiencing. As such, Help Desk support staff are tasked with answering questions and providing on-site help to users. When necessary, they also escalate issues to a specialist or find alternative ways to resolve the incident.
Service desks on the other hand, align technology to meet company needs. Service desks take a broad approach to IT management, establishing, implementing and overseeing a company’s technology strategies, addressing business technology needs within their own purview so that business processes run as smoothly and technologically soundly as possible. The service desk’s reach extends beyond answering support questions to include areas like engaging in asset management, ensuring compliance for SLAs, managing key ITSM tasks, acting as the SPOC for all IT functions within an organization, and managing an entry-level ticket management service.
WHAT ARE SOME TYPES OF IT HELP DESK SERVICES?
A Help Desk service supports a company with troubleshooting and technical issues. This way a business can enjoy rapid response, clear and proactive communications, and a technology consulting partner focused on being there when needed the most. Some types of Help Desk services provided include:
- 24/7/365 coverage
- Speaking with highly capable IT advisors with IT solutions
- Escalation procedure
- Call tracking through to resolution
- Workstation hardware support
- Operating system support
- Core application software support
- Client email support
- Microsoft Office Standard Suite support
- Call activity reporting
WHAT ARE SOME TEAMS THAT MAY COMPOSE AN IT HELP DESK?
Desk side team – They are responsible for issues related to desktops, laptops, and peripherals, such as personal digital assistants. They set up and configure computers for new users and are responsible for any physical work relating to the computers, such as repairing software or computer hardware issues and moving workstations to another location.
Network team – They are responsible for the network software, hardware and infrastructure, such as servers, switches, backup systems, and firewalls. They are also responsible for the network services, such as email configuration, file management, and security issues.
Server team – They are responsible for most or all of the servers within the business. This includes network authentication, network shares, network resources, email accounts, and all aspects of server software. It may also include more advanced services such as those related to databases, storage or content management systems, specialized proprietary services, and other industry-specific server-based applications.
WHAT ARE THE BENEFITS OF IT HELP DESK SERVICES?
An IT Help Desk, which can also be referred to as a Managed Operations Center or Network Operations Center, provides multiple benefits to companies including early warning of potential problems, disaster recovery, cost saving, improve productivity, scalability, and customer satisfaction.
Early warning of potential problems – Because of the volume of issues and requests that a Help Desk handles, with the right data and tools for evaluating patterns and trends, the business can use it as a monitoring tool to identify and preemptively address service issues. The “early warning system” that the Help Desk provides can enable proactive problem management, preventative maintenance and service changes to reduce the user impacts of outages and service degradation.
Disaster Recovery – IT outsourcing is a suitable strategy for business continuity planning, as the enterprise’s delivery and availability to its users is unhindered, in the face of risks and contingencies. Along with the knowledge and skills needed to keep your IT systems running smoothly at all times, our experts have access to an extensive symptom database which leads to a faster resolution. This means businesses will have shorter periods of downtime and less of a chance that the problem will reoccur.
Cost saving -By providing real-time feedback on product or service issues and acting as general resolution center, it saves cost of both conducting post-release surveys and wastage of skilled members on lower productivity tasks, which in turn allows for the IT specialists to focus on activities that add more value to the company.
Improve productivity – The Help Desk provides clarity, prevents confusion at the workplace, and reduces time required for solution of the problem. All these factors increase operational time and efficiency and result in higher productivity.
Scalability -As a business grows, the Help Desk also needs constant up-gradation. An in-house help desk could consume investment, time and resources when the demand for this service increases. The problem is considerably diminished when the job is IT outsourced, as in this case only the types and parameters of service need to be updated.
Customer satisfaction – A good Help Desk improves customer satisfaction if it is actively responsive, consistently assists users, and goes the extra mile in service delivery of technical support. This provides support to the company’s objectives and facilitates the growth of its business by increasing the number of returning customers.
With TeamLogicIT Plano, our Help Desk services get a single point of contact for all your computer hardware and software questions and troubleshooting needs. Our professional support team is friendly, courteous and dedicated to your business needs. Your technology issues are often diagnosed and remedied immediately and remotely.
If you want to learn more or need Help Desk services now, contact us through our website teamlogicitplanotx.com or call us at (469) 573-3743.
FREQUENTLY ASKED QUESTIONS ABOUT HELP DESK SERVICES?
WHAT IS THE ADVANTAGE OF A HELP DESK?
The main advantage of a help desk is to improve customer satisfaction. Customers know exactly where to go for information because the contact information is clearly visible on product brochures and company websites. Some companies outsource their help desk services to offshore companies.
WHAT MAKES A GOOD HELP DESK?
A great help desk agent simply enjoys communicating with customers. They know it’s essential to listen and understand before being heard. Their natural teaching skills help customers understand the product enough to even solve issues on their own.
IS AN IT HELP DESK A GOOD JOB?
Quite frequently, rewarding IT careers start on the help desk. The support field is booming as companies continue to expand their operations and invest in technology to fuel this growth. But more important, a help desk job can put you in a good position for future growth.
WHAT SKILLS DO YOU NEED TO BE A HELP DESK TECHNICIAN?
The skills needed to be a help desk technician are customer service skills, communication skills, ability to learn quickly, troubleshooting/problem-solving skills, ability to work under pressure, adaptability, teamwork skills, and interpersonal skills.
Mohammad (Mo) Nilforoushan is a trusted Technology Advisor in North Dallas who has completed his BSEE from Cleveland State University and a MS in Solid State Physics from Bowling Green State University. He has worked as a Product and Test Engineering Manager for 15 years with RCA/Harris, Dallas Semiconductor and Texas Instruments. He was also Director of Operations at Microtune Inc. between 2002 to 2015. Mo started his own company, “TeamLogicIT Plano” in 2015 with a mission to deliver excellent Managed IT Services in Dallas and Plano, TX with innovation and updated technology. The TeamLogicIT Plano team, which includes his wife Kathleen Stewart (marketing/sales) provides excellent IT Support, Computer Services, Cloud Computing, Backup, and Disaster Recovery, with second to none customer service. Call us at (469) 573-3743 or contact our email PlanoTX@TeamLogicIT.com.