IT Help Desk Software: Making the Right Choice to Drive Efficiency

Many companies are looking to cut costs and become more efficient by using IT help desk software. Good IT help desk software can manage client concerns including management of the initial call, the tracking of a call through to resolution, and the actual problem resolution as well. Other benefits can include self-help solutions and remote control of the software.

A common need for IT help desk software is to track a call through to its resolution. This ensures that customer needs do not get lost in the process of a busy day. It begins with the logging of the initial call.  At this point, a record is developed that is generically called a ticket. This open ticket will be what the software and the people behind the software refer to as moving forward until the customer’s issue is resolved.  When the issue is resolved, the ticket is then closed and filed for future reference.

When the ticket is initially opened, often IT help desk software will send out an immediate reply. This is usually not the solution, only a note saying that the issue has been recorded, and that someone from within the company will get back to the customer shortly. This helps customers feel sure that what they have done was successful, and that their concern will be addressed promptly.

Some IT help desk software can also read what the customer reports and offer solutions. This is not typically available for in depth problems, but for simple concerns and items with easy fixes, this is a great way for a company to become more efficient. A problem can be reported anytime during the day or night, and the ticket can already be closed by the time a technician reviews the initial contact. This sort of self-help is a real bonus not only to the company, but to the customer as they have had their problem resolved almost immediately. In this instance, customer satisfaction goes up, and time and labor to fix the problem has gone down. Both are advantageous outcomes.

Remote support using IT help desk software is just what it sounds like. Users from within a company can receive the messages instantly, wherever they are, and are able to log in to the software and manage problems from remote locations. This feature allows them to fix the problem from wherever they are, whenever it is, assuming there is internet access and a computer with the software installed. This same feature allows technicians to take over the computer of a customer or internal user to fix problems from the office, as opposed to an onsite repair that would cost thousands more dollars to do.

There are also specialized versions of IT help desk software. This software has specific features for the more specialized needs of a company. CRM and Call Center Software, Asset Management, Knowledge Base Management Software, and Enterprise Solutions all would be included in this category. Many companies also need Complementary Solutions like surveys and security added to any and all of the above mentioned categories of IT help desk software. These options are nearly always available as well, and sometimes by companies that specialize in the complementary products.