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Benefits of Help Desk for Your Business

StrategyDriven Managing Your Business Article | Benefits of Help Desk for Your BusinessMany companies do not realize the benefits of IT help desk software until they are in a reactive mode trying to fix issues with hardware and software that continue to compound.

Imagine that you are an employee who has just spent hours working on a report when suddenly, your computer crashes. All your work is gone, and you are unable to get your computer to operate. In this technological era, most daily work functions depend on an internet connection and electronic appliances. When troubles arise, employees are dependent on the IT experts of the company to get their system back up and running. Implementing IT help desk software and best practices allows end-users to request and receive assistance as quickly as possible. Help desk software automates and streamlines IT support so that your support staff can efficiently handle tickets.

Improve Employee Productivity and Satisfaction

Employees rely on IT support staff to troubleshoot and mitigate technical issues. Employees can quickly open up a ticket using help desk software instead of spending time tracking down IT staff. This reduces employee downtime, and work can resume. Employees tend to become disgruntled when there are problems that result in wasted effort. Knowing that there is a team dedicated to preventing such problems will reduce frustrations. When frustrations are low and satisfaction is high, the company is in a better position.

Automated Support Ticket Management

Some companies use email to report technical issues. However, as the quantity of tickets increases, it becomes harder to manage and prioritize critical issues. Help desks organize, prioritize, and distribute tickets efficiently for the IT help desk staff.

Automated ticket management can improve your IT team’s performance and help them stay on top of all incoming tickets. It will distribute tickets based on location or type of issue. If many issues are originating from users located in the same area, a team member can be assigned all of those tickets. This reduces traveling back and forth from one person to another.

Another way ticket management can maximize efficiency is to delegate all similar tickets to one person. That team member will be able to work faster since they are in charge of one specific task.

IT Documentation and Analytics

A very useful benefit of help desks is the retention of all the different tickets, as well as the implemented solutions. Recurring problems can be dealt with promptly even if it is a new team member who is working on it.

Another benefit is being able to analyze the data and history that the system is saving. Many help desk software can generate reports so you can easily detect trends or bugs in the system. This information offers crucial insight into any holes within your company’s IT infrastructure. For example, if many employees are repeatedly reporting the same problem, then you know that you need to spend resources to correct it.

One Resource for All Answers

Tracking via help desk allows IT staff to manage and maintain resources for the whole company. This will build the company’s knowledge base and free up IT staff to troubleshoot more serious issues.

Once common issues are identified, staff can compile solutions that employees can easily follow on their own. This provides a single tool for the entire company to utilize when they need help, but assistance is unavailable immediately.

Another way to use help desk is to quickly provide office-wide announcements as soon as an issue is known to be happening all across the system. For instance, if a specific application is having problems, the IT team can broadcast to everyone that a solution is in the works. This will reduce confusion, as well as the number of tickets in the help desk system.

Help desks can be valuable to your company and its employees. It provides a way for the support team and employees to communicate with each other and to work together to bring the company onto the path of success.

Things To Ask Your IT Support Provider Before Signing

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Outsourcing large tasks and functions is fast becoming the thing to do in business because of the success it can offer, and the top of that list is IT support. Of course, this is an utterly logical thing to do because it will take the technical pressures off you and allow you to stay focused on the core operations of your company while saving a buck or two. But that doesn’t mean you should just hand over your responsibilities to the first IT support provider you come across.

When it comes to looking for a reliable technical support provider, you need to do your Due Diligence, and an easy way to do this is to ask your prospective providers a series of questions to help you understand what sort of fit they will be. So, here’s a few ideas to get you underway:

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What Is Your Experience With Small Companies?

You’ll learn that a lot of IT support companies, like Sphere IT in London, concentrate on large installations and services because it allows for a better economy of scale, which means you’ll need will get lost or confused. As such, ask to see a list of their client portfolio or ask them about the smaller-sized clients they serve. This will give you a better understanding of their operations and whether they will best suit your needs.

How Do We Know You Can Protect Our Sensitive Data?

One of the most important reasons of having an IT support company come on board is to protect your data, so you need to know they are capable of doing this. The techniques hackers use these days are becoming more and more sophisticated and so it is imperative you find experienced digital data defence pros for business. This is where their record comes in. A prospective IT support company needs to be able to prove they have a fantastic track record in protecting their client’s sensitive data. If they fail to do this, then your business may fail to continue operating.

What Level of Support Will They Offer?

Most companies will ask you what sort of support you will need and then offer you a service based on that requirement, so make sure you come to a deal that suits you and that it is detailed in your service agreement. To give you a little bit of advice on this one, make sure you discuss specific areas like phone, email and chat support, as well as remote management if you have employees or contractors that work from home or on the road. You’ll also want to know how often they can visit your office to perform maintenance checkups.

How Are They With Long-Term Partnerships?

Quite simply, the longer the supplier can commit to a partnership the better fit they will be for your company. The reason for this is most network equipment lasts for years and years and years, while most support arrangements only stand for two to three. Of course, this can usually be extended to around five years if needed and if favourable. So find out what sort of agreement they prefer and then see how this will fit in with your organisation.

StrategyDriven Welcomes Ruth Todd, PhD

Ruth Todd, StrategyDriven Senior AdvisorStrategyDriven is proud to welcome Dr. Ruth Todd as a StrategyDriven Advisory Services Senior Advisor. A highly experienced nuclear power consultant, Ruth leads StrategyDriven’s information technology and cyber security services.

“We are thrilled to have Ruth join our StrategyDriven team,” says Nathan Ives, StrategyDriven President and CEO. “Her extensive knowledge and experience in information technology and cyber security adds a critical dimension to our advisory services practice and brings tremendous value to our clients.”

For nearly three decades, Ruth led the Institute of Nuclear Power Operations’ (INPO) Information Technology Division as Director, Computer Systems and Telecommunications and Director, Information Technology and Data Services. She is a world class expert on Information Technology Services; possessing in-depth knowledge of nuclear cyber security regulations, industry guidelines, and leading practices. In addition to cyber security, she is an industry expert in the fields of infrastructure, application development, application platforms, cost reduction, process improvement, computer operations, and software quality assurance.

Prior to becoming a management consultant, Ruth held several influential positions at the Institute of Nuclear Power Operations; leading several nuclear industry critical technology infrastructure projects including:

  • U.S. Nuclear Industry Consolidated Data Entry Project Sponsor – served as the executive sponsor for the nuclear industry’s development of the Consolidated Data Entry (CDE) system through which all U.S. nuclear power plants report operational performance and event related information that is then securely transmitted to the appropriate regulatory and industry oversight organizations.
  • National Academy of Nuclear Training elearning (NANTel) Lead – led the National Academy of Nuclear Training elearning (NANTel) and Future of Learning infrastructure project; providing a distance learning system for the U.S. nuclear power industry which reduced costs with economies of scale, shared content, and secure student data.

Ruth further shaped the nuclear industry’s direction through her leadership of influential forums including:

  • Nuclear Information Technology Strategic Leadership (NITSL) Lead – served as NITSL’s Topical Area Lead working with the Nuclear Energy Institute (NEI) and nuclear industry utilities on cyber security related issues
  • Women in Nuclear (WIN) Chairperson – former Chairperson for the Atlanta Chapter of Women in Nuclear; active member leading the group for four years with the Nuclear Energy Institute (NEI) as the sponsoring organization

Ruth served as the Data Center/Telecommunications Acting Director for the Georgia Lottery Corporation, responsible for the setup of all voice and data communications for the state-wide, state-of-the art lottery network. She is also a senior university faculty and committee member:

  • University of Phoenix Area Campus Chair, Humanities and Information Technology – serves as the Humanities and Information Technology Chair and Lead Faculty Member; teaching courses in strategic planning and implementation, global management, critical thinking, project management, organizational behavior and leadership, operations management, history and political science, statistics for criminal justice majors, research, and philosophy
  • University of Maryland Cyber Security Certificate Program – serves as a steering committee member for the University of Maryland’s cyber security certificate program

Ruth earned a Doctorate in the History of Ideas from Warnborough University, a Master of Business Administration degree from the University of Phoenix, a Master of Arts in European History from Georgia State University, and a Bachelor of Arts degree in History and Economics from Oglethorpe University.

Ruth can be contacted at [email protected].

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