Besides customer support, IT helpdesks are vital for keeping clients happy when they’re using your service. IT helpdesk technicians carry a lot of responsibility on their shoulders, from onboarding employees to helping clients solve technical issues.
An IT helpdesk usually doesn’t clock out – it runs 24/7 to ensure all systems are up and running at all times. This is another one of its benefits, especially for firms with complex software and hardware systems.
But these are just some of the benefits of an IT helpdesk – keep reading below for the full list.
What Is an IT Helpdesk?
An IT helpdesk is a centralized IT support system that you can go to for IT help at any time. It’s a must for any organization dealing with complex client data and high-level security systems, such as finance, e-commerce, and healthcare. The management of the IT infrastructure of such an organization is complicated, so an IT helpdesk simplifies the process by providing high-knowledge support.
Aside from dealing with clients, the IT helpdesk also deals with employees – their onboarding and termination, account setups, teaching them how to use different tools, etc.
In conclusion, an IT helpdesk technician takes customer support to another level by fixing any IT-related issues within the company. And by helping employees integrate more easily, it also ensures that the workflow runs smoothly, resulting in better client results.
How Does an IT Helpdesk Work?
An IT helpdesk typically works with tickets – whenever someone has an issue that needs to be resolved by the IT team, they submit a ticket detailing the problem. The most urgent tickets get taken care of first.
Other ways of communication include the phone, email, and live chat. Remote desktop access is also a common way of resolving IT issues for outsourced IT helpdesks. It also simplifies the process because IT technicians don’t have to tell clients where to click and what to do.
For clients with data-heavy websites, it’s very common for the IT helpdesk to be given direct access to the site and make changes on the spot. This reduces the chances of site errors.
Outsourcing an IT helpdesk will make your work life easier in multiple ways:
Benefits of Outsourcing an IT Helpdesk for Your Business
Outsourcing an IT helpdesk will make your work life easier in multiple ways:
Improved Efficiency and Productivity
IT helpdesk technicians are trained to deal with everything from minor technical issues to security troubleshooting. So, when all of these responsibilities are left to a specialized team, your time is free for client meetings, strategy building, and employee training.
No Staff Training
Outsourcing an IT helpdesk means you don’t have to hire and train an internal team. These specialists are already trained in Tier 1 and Tier 2 support and have different tasks they complete based on their knowledge level. Tier 1 support usually involves general IT fixes, while Tier 2 support deals with complex system issues.
Remote Support
Instead of having an IT specialist team come in for every minor problem, you can outsource an IT helpdesk and resolve issues remotely. This is especially handy with a ticketing system in place since the issues are directly communicated to IT support. Each ticket is prioritized accordingly, and the most critical tickets are resolved first. As such, there’s no space for miscommunication.
Enhanced Security
An external IT helpdesk is trained to keep your data, servers, and personnel electronics safe. Cybersecurity services are typically included in the duties of a helpdesk, and they may include threat monitoring, incident response, security audits, etc.
24/7 Support
When you have an IT service helpdesk, you can count on round-the-clock support. The IT helpdesk will be active 24/7, 365 days a year, to ensure that you have a healthy IT system.
Advanced IT Diagnostics
Thanks to the multitiered support, the IT helpdesk can assist with complex technical issues. This can include installing software and hardware, troubleshooting, optimization for different operating systems, and server management.
Day in the Life of IT Helpdesk
IT helpdesk technicians deal with all kinds of issues on a daily basis. They start their day by checking and organizing their tickets by priority and start working on the most time-sensitive ones. The Dispatcher assigns the tickets and tracks their progress to ensure timely completion, along with client reporting.
If a new hire needs onboarding, the IT technician is tasked with the system setup. They will create accounts for the hire for all the platforms used in the company and install any necessary hardware, such as laptops and monitors. In the case of a termination, the IT technician is required to revoke any access to the company tools and data and delete any accounts associated with the past employee.
Another task for the IT technician is fixing any issues with client apps. For example, if a user logs in too late or is unable to reset their password within the expiration period, the IT technician is responsible for sending them a new link.
Issues with the network also fall under the responsibility of IT helpdesk technicians. So, if there are Wifi problems or network configurations that need to be done, the IT technician will help resolve them.
Finally, IT technicians are here to help clients better understand the software they use by explaining any apps and platforms they’re unfamiliar with.
Remote IT Helpdesk Services for Your Business with Frontline
Do you require a good IT service helpdesk? At Frontline, we will completely take IT support off your hands and take care of all your clients’ tech needs.
Our IT teams are trained for Tier 1 and Tier 2 support and assist with minor issues and complex system diagnostics. Clients can issue a ticket whenever
- Their apps and programs are not working
- They need help understanding a program
- They need remote troubleshooting, and more.
Your clients deserve top-notch IT support they can trust. Contact us today, and we’ll help you set up an IT helpdesk for your business.