IT Help Desk

IT Help Desk

An IT help desk technician would typically provide assistance to users for troubleshooting and installing printers, internet connections, VoIP phone systems, and computers in offices or residential settings. This may include providing technical support over the phone or in person, configuring and setting up equipment, and diagnosing and resolving issues with network connectivity or other technical problems. The technician may also provide training and guidance to users on how to properly use and maintain the equipment.

IT help desk software

is a platform that allows the company to keep and manage all the internal and external queries across multiple channels in one single place. Help Desk and Service Desk software helps to collect, prioritize, distribute, track, and resolve requests in an organized and manageable way and can bring your company the following benefits:

  1. Improve support productivity and incident management maturity
  2. Measure support performance by identifying and tracking key metrics
  3. Improve customer self-service
  4. Reduce first reply and resolution time
  5. Increase end-user satisfaction levels

Setting Up a Help Desk. How To Begin?

No matter if your company has never used a help desk before or you are migrating from one system to another, first of all, you need to make up a list of problems you are trying to solve and make up a list of goals to achieve. Analyze your current customer support channels and common processes, join your support team for a day or at least a couple of hours, be there, see the processes from inside, and learn the pain points of your support.

Before you start to build or improve your customer support processes, you should have a good understanding of why you are doing it and what you want to achieve as a result.

Here is the list of goals we at (IP/MAC IT) Services came up with when building our support system:

  1. To help our customers with specific tasks: to connect the service, to consult, to solve arising problems;
  2. To improve service quality, usability, and functionality by fixing requests and suggestions from customers and processing negative feedback;
  3. To test new features and improvements and collect feedback on them;
  4. To collect feedback and feature requests on existing functionality;
  5. To improve communications with customers and reduce first response and resolution time.