Businesses are bound to hit a bump in the road when using technology. As much as technology helps us with streamlining workflows and automating everyday tasks, maintaining your IT health is something businesses often let slip through the cracks.
Understanding IT help desk operations is critical when your technology isn’t working out the way you’d expect. Many companies, from small businesses to corporate enterprises, rely on an internal or external help desk for IT incident management. But with all this IT jargon floating around, what is an IT help desk, and why do so many companies rely on it?
When deciding on the right IT provider for your company, the first point of contact when experiencing an issue is an IT help desk. Let’s dive deeper into why IT help desks are essential in improving business technology.
What is an IT help desk?
Imagine coming to work on a Monday morning, ready to take on the week, only to realize that your new work laptop is acting up. You don’t know what happened or how to fix it, so you sit back and lose time on completing work that must be done.
An IT help desk is a dedicated IT support team that performs IT troubleshooting for businesses and offers instant solutions for you to get your systems back up and running. The help desk assists users with solving technical problems. This service is simple to use and is the first point of contact, allowing you to track, manage, and resolve your IT issues in one place.
The service is offered over the phone or by email. Through these channels, the support team determines the best solution in a case-by-case scenario to get your laptop, networks, applications, and more to respond appropriately. The IT professional walks you through the problem-solving process until everything runs smoothly again. For issues that require more time and focus, the created tickets are escalated to Level 2 support to help solve your tech issues to minimize work disruptions.
What are the benefits of IT help desk support?
In the perfect world, technology only exists to help us. Still, as technology becomes more integrated with our workflows, it’s essential to have a structured approach to resolving IT challenges. Other than resolving technology issues, IT help desks help companies get back on their feet in many ways.
1. More efficient operations
There’s nothing more frustrating than working on a project near completion – only to be stopped because your technology is acting up. An organized approach cuts down on downtime and provides a step-by-step guide to help you get past IT issues in the most efficient way possible.
Having a go-to IT provider increases the efficiency of business operations because everything out-of-scope will be offloaded to a highly supportive, experienced team. Also, having an outsourced IT help desk will support your company’s scalability. When operating a business, it’s crucial to know how to pick the best IT partner that can offer support, updates, and bug fixes in an all-in-one package.
2. Boosts employee productivity
When dealing with IT support technical issues, some of them can be resolved instantly with the correct information. However, because technology isn’t black and white, employees are better off reaching out to an IT lifeline than wasting time attempting to solve it independently. By outsourcing your company’s IT issues, employees can focus on their projects and not need to stress about something that’s out of scope.
3. Centralizes communication
IT help desks are structured to support the best interest of businesses. After a ticket is put into the system, anyone working from either side can see the ticket’s live status. This is crucial for scenarios of company-wide outages because it offers visibility into the issue.
By having a centralized IT help desk support system, users can check on tickets and prioritize them from most important to least important. That way, if a glaring company-wide issue occurred, the right resources would be allocated to fix those needs first. And after, less-urgent needs will be fixed.
Your IT help desk solution
When researching the services of IT help desks, it’s crucial to find an IT help desk that will support and scale alongside your business. The right IT partner offers the proper support to fit your needs, whether having more availability, remote support, or fast and friendly customer service. To learn more about having a supportive IT system to work alongside your business, schedule a free virtual IT consultation with Parried to improve your business technology