An IT service helpdesk is the operating arm of any organization’s IT department. The IT service helpdesk keeps operations running smoothly by facilitating communications between the IT department and outside users.
A service helpdesk helps you handle everything from technical glitches to total system failures. The helpdesk provides a single contact point for users to interact with an IT department.
Below we explore ways an IT service helpdesk improves business growth:
Efficiency
Every business leader desires operations to run smoothly like a well-oiled machine. System glitches, customer concerns, and technical issues can get in the way of operational efficiency and interfere with performance. Dealing with breakdowns, slow-moving parts, and operations that start and stall compromises operational workflow, leading to costly errors and delays.
An IT helpdesk is a customer service center that allows all incoming information to land in one place. For instance, if a website user visits a particular portal, s/he will be redirected to the same place. Consistency in outcomes breeds efficiencies as it eliminates bottlenecks and improves process workflows.
Accountability
One of the most sought-after advantages of an IT helpdesk is accountability. An IT service helpdesk enables you to assign roles (like support ticket roles) to professionals with relevant technical expertise. A helpdesk service ensures that incoming tickets have agents who handle concerns on a timely basis, thus ensuring complete transparency and accountability.
An IT service helpdesk ensures that tickets containing issues, concerns, and inquiries do not go unnoticed. Agents can know what needs to be done and the quality of responses and feedback given by users. Having a service desk helps an enterprise evaluate feedback patterns, providing information on how best to improve customer relationship management practices. For instance, if a customer contacts your business using a web portal, email, or phone, you’re assured that an agent will handle their problems promptly.
Seamless Experience
Everyone desires a smooth and seamless experience. There’s no doubt that customer service is the number one priority for businesses and organizations. Indeed, staggering three-quarters of customers back down from products and services due to bad experiences. It’s crucial to have a seamless and smooth customer service experience to maintain customers and improve sales. An IT service helpdesk provides a seamless experience by handling client complaints, handling tickets, and making follow-ups on inquiries.
Productivity
Productivity is a product of operational efficiency. When employees can do their work efficiently and smoothly, you can rest assured of superior outcomes and productivity. With the automated features of an IT service helpdesk, employees get things done faster and perfectly. For instance, instead of sorting out tickets in their order of priority, an IT service helpdesk prioritizes these tickets on your behalf. Automated responses help identify critical tickets, send feedback, and resolve issues. The task management feature of a service helpdesk saves you time when communicating internally with your team.
Fluidity
The Covid-19 pandemic has accelerated the adoption of remote working because of social distancing and work-from-home directives by governments, institutions, and organizations. An IT service helpdesk ensures that all internal communication and information is passed to the relevant personnel, regardless of location and time. The IT helpdesk is equipped with superior features. The helpdesk is a robust digital infrastructure that conveys updates, tracks tickets, and provides feedback based on the collected information.
In addition, cloud-based helpdesk infrastructure can be accessed remotely using any endpoint: PC, smartphone, tablet, or computer. So, regardless of whether your support staff works remotely or in the office, you can resolve issues in a jiffy. Providing remote access to the customer service helpdesk can be a superior feature. Remote access can be beneficial especially when an agent needs feedback or when a manager is shortly out of the office. The fluidity of a remote service help desk provides limitless growth opportunities for businesses adopting IT helpdesk solutions.
Rich Library
A service help desk provides a strengthened library of data. The service database contains information about tickets, complaints, inquiries, and calls. This information can be tapped into tribal knowledge, thus providing meaningful insights about customers, clients, and relationships. The ticketing system of service IT helpdesk is a hub that can provide a rich network of information that drives business value. Already, the IoT is the cornerstone of business intelligence, making data the lifeblood of any successful enterprise. There’s no doubt that a helpdesk can be converted into a data hub that drives insights, leading to improved business growth.
Bastionpoint – Transforming Help Desk Support
Creating an efficient office and workplace is a central part of remaining productive. As you smoothen processes your employees complete each day, you will experience improved productivity and business growth. A helpdesk is a resourceful platform that streamlines your operations leading to improved workflows and throughputs. The helpdesk provides end-to-end client support, thus eliminating time-consuming delays.
Contact Bastionpoint to take full advantage of an IT service helpdesk.
