Information technology is always a double-edged sword. On the one hand, it offers unprecedented access to all the helpful advice you could ever want. On the other hand, it can be difficult to use properly, and problems are frequent. Instead of trying to create an “ironclad” IT system that won’t suffer mistakes (protip: That isn’t possible), it is more efficient to focus on making those inevitable problems easier to repair.
In this article, we want to talk about the use of IT help desk support. This might include support for businesses, employees, or customers. Depending on the nature of your business, it could even be all three of these. Here is a quick list of reasons to consider this practice.
As the old saying goes, “time is money.” anytime you waste time attempting to fix tech issues, you are wasting time that could have been spent doing something more productive. For businesses that want to maximize their efficiency, an IT help desk can do a lot to minimize this downtime.
Overall, this really is the most significant benefit to the use of an IT help desk. Anything that makes your employees more efficient is bound to increase productivity. Of course, it won’t keep lazy employees from wasting time, but you don’t want them anyway!
Friction in the workplace can be a serious problem. Not only does it distract people from their work, but it can make it impossible for certain people to get along. For instance, it’s much harder to put together a team for some specific task if those people are prone to infighting. In serious cases, it could even lead to physical violence.
We all know that tech issues can be absolutely infuriating. When your livelihood depends on the functioning of a machine, and that machine isn’t working properly, it can be one of the most aggravating things in the world. Under such circumstances, people without an iron sense of discipline and self-control will be more prone to fight with their fellow employees.
Repairs Are More Likely To Be Done Right The First Time
Let’s consider a situation in which someone needs IT help, but has no access to such. Since their job depends on their ability to get that machine working, they may try to fix it themselves. If they happen to be knowledgeable about the device in question, this might work out fine. However, the odds are against that.
So, when your IT department finally gets to the problem, their job will be twice as hard. Not only will they have to correct the initial problem, but they will also have to correct the additional problems created by the botched repair job. All of this adds up to (you guessed it) more lost time and more lost money.
Improves Customer Retention
When you are offering IT support to your customers, it can really do a lot to keep them happy. For instance, let’s say you run a large software company. If your customers cannot get the software to work, they are likely to demand a refund. Not only that, but they will be angry at having wasted their time and money, which means they are unlikely to do business with you again.
By making things simple and easy for the customer, you increase the likelihood of receiving their business again. Of course, we would like to add that you need to employ IT professionals that are competent enough to get things done smoothly. You should make sure their voice is clear and understandable, and that they are competent in both technical matters and customer service.
Can Double As A Network Monitor
When you have an IT help desk, there will always need to be an employee there. If possible, it is best to provide 24/7 support so that even those who need help at night will be satisfied. As long as you are paying someone to sit at the computer, you might as well give them something useful to do when they aren’t helping anyone.
For security purposes, it is always a good idea to monitor your network for unauthorized connections, prohibited actions, and all sorts of other red flags. Thus, your IT help desk staff can actually serve more than one purpose, and that’s always a more cost-effective way to go.
As you can see, most of these advantages boil down to one thing: Efficiency. The supplemental support that is provided by an IT help desk can make a huge difference when problems arise. With competent help, many technical problems can be resolved in short order. Without it, even the most minor of problems can become a crippling issue. If you have found this short guide to be helpful, we hope that you will fill out the contact form to learn even more.