If you are an IT manager, you understand how important and integral your help desk is to the overall business. When customers need help with difficult IT issues, you might find you need additional help desk resources. You might also need to reconsider the way your help desk is set up and see if there are ways to increase efficiency. However, it may not always be obvious that you need a new help desk software solution.
When things are really busy, the level of stress will only increase for your help desk team. Employees are far more likely to become upset and frustrated with the entire process. Dealing with increased stress from an ineffective system makes helping customers who are generally already upset and frustrated even more difficult.
An internal help desk software can alleviate some of that pressure and tension. Here is an indicator that it might be time to consider an internal help desk.
You Can’t Go To The Next Person’s Desk To Ask A Question
Do you remember a time when you had to speak with a person face-to-face to deal with an issue? When going to a customer’s desk was the norm rather than the exception? However, now many large companies have technicians spread across the globe, rather than in house, and some technicians even prefer to work remotely. When this kind of situation occurs, you will need to restructure your help desk solution. The ability to work remotely and communicate effectively is an absolute must when working with large companies.
If you have a small number of team members, you might assume that everyone else will see the report or ticket you created. However, your team members could live in different areas across the globe, and this means they will not all be in the same time zone. You need a centralized system that is designed for dealing with your reports and submitted tickets across various time zones.
Making manual reports and updates can be terribly inconvenient and time consuming. To alleviate some of this work, you need an internal help desk that will keep everyone updated with automated correspondences. Automation will ensure that all issues have been logged into the system and are being handled.
You will need more than the basic functions of a help desk system. So, you need to decide which system will be the key to keeping your business alive. If you need a new help desk solution, we can help you find the right solution for your business. Contact us today.