A help desk system is vital for workplaces that wish to automate and streamline issue resolution workflow, keep everyone in the loop with alerts and centralize information. Rather than tracking down someone from tech support to seek assistance, workers can simply submit a ticket to the helpdesk via a web-based form or email, which will then forward it to the relevant party, making the processes more convenient.
In this read, we are going to look at the many ways help desk software can make life easier in your workplace:
Work in a More Efficient Manner
Employees are able to submit issues and have them solved faster. This allows them to be more productive and spend less stranded and waiting around. Also, the IT personnel wastes less time on manual processes, thus allocating more time for important tasks.
One Location For all Requests
Most, if not all help desk systems have a user portal that has one place where users can create tickets, view the status of their issue in real-time and close them once they have been resolved. Ideally, a portal can be used to provide vital information, like planned downtime, and thus reducing the number of unnecessary tickets.
These systems also allow IT personnel to categorise and prioritise issues more easily. This allows them to better sequence the issues to handle. An example is handling multiple similar problems in a single trip to the server room, thus making better use of their time.
Prioritise Important Issues
Different tasks have varying levels of severity. Repairing a failing server is way more important than replacing an old mouse for one employee. With a help desk system, IT professionals are able to sort and prioritise tickets, so that important issues can be handled first and quickly.
Analyse IT Trends and Improve the Overall Workflow
Since help desk systems help track metrics like the average time spent handling tickets, IT managers are able to run detailed reports and unearth trends. For instance, if you find a certain IT specialist who is good at a particular task, you may want to assign them all related tickets to improve efficiency.
Customise to Match Your Requirements
At the most basic level, a help desk ticket has a title and a brief description of the problem. For better categorisation and detailed information, you can create custom fields like building location, department, floor number, etc. and create reports based on that information.
Have More Realistic Expectations
A help desk system helps you set, track and communicate changes as well as due dates. This is ideal for both the employee and the IT professional. Due dates can be manually or automatically assigned, and the help desk operators can sort tickets based on the date tasks need to be completed.
Auto-assign Help Desk Tickets
An ideal help desk system is able to analyse tickets and assign them automatically based on specific criteria. For example, you can send all software problems to Bob and all hardware problems to George. You can assign all tickets with the term ”password” to one person and ”marketing” to another. All this can be done automatically with the right software.
Avoid Reinventing the Wheel
It is not uncommon for some tech issues to reoccur. With a help desk system in place, you can be able to record relevant notes on tickets. Then upload the necessary files to help resolve the issue. This allows the IT specialists to search through the database and get the information required to solve the problem without starting from scratch.