Help Desks: What You Need to Know

help deskYou’ve probably run into the term help desk plenty of times by now, but do you know what it means? Even more important than that, do you know why millions of businesses of all sizes use these vital resources every day? Here’s a quick look at what everyone should know about this important business topic.

What is a Help Desk?

A help desk is a tool designed to offer various kinds of assistance to end-users. Note that the definition of end-user refers to either a company’s customer or employee.  You’ve probably used many times in your role as a consumer. Any company that offers services or goods to the public, or to other businesses, can offer this kind of troubleshooting support to buyers/customers. Suppose you purchase a high-tech camera online but have problems operating it after it arrives. You can call the seller’s desk and get guidance or quick solutions to your queries, or you can email them and get assistance in writing.

It’s pretty common for retailers and other sellers, both online and in-person, to offer phone, email, IM (instant messaging), and website-based assistance. There are even walk in desks at some of the major retailers so you can walk up and have someone resolve your questions in person. But for the most part, when people use the term help desk, they’re talking about one of the non-in-person versions. However, some firms offer support to their own employees at in-house desks that workers can access via their computer or at a designated office at the company’s location.

HD Software to Support Employees

When a corporation creates a software-based desk within the organization to resolve questions and problems for its own team of workers, it enjoys multiple benefits. Primarily, this kind of arrangement cuts down on wasted IT time by letting the tech staff focus on non-routine issues. When it comes to software products in this category, you can opt for free, downloadable, lite versions or pay to play solutions that feature onetime fees or ongoing charges for full support.

Streamlining the Work

Whenever IT issues arise, a competent package can identify, reply, trace, and track every event along the way. This means managers can learn from every error that occurs within a system and work to prevent future occurrences. For most entities that use software help of this kind, the biggest advantages include higher productivity, the ability to learn from mistakes, rapid resolution of problems, and a generally higher level of efficiency.

Other Benefits

Why do so many owners and managers feel the need to install HD systems? In addition to the benefits listed above, there are many others, some of which are more or less important depending on the type of organization that uses help software packages. For instance, in high-tech firms, it’s essential to get fast resolution and time-stamped tickets for every employee’s IT query. If someone in payroll is unable to access last year’s tax data, for example, this minor issue could turn into a major one if it’s not dealt with quickly.

Likewise, a human resources office that keeps getting kicked out of its main database needs help fast. That’s where automated assistance makes the difference. One of the more subtle but no less crucial benefits of this type of software is its ability to centralize all IT queries and issues. Anyone in the company has to go to the main desk to enter their ticket, which is then assigned to a specific IT worker and tracked from the moment it’s created until the moment it’s resolved. Along the way, every step is documented in detail.