Most small businesses have a minimal IT department or none at all, which can lead to problems when it comes to technology. More and more businesses are searching for the perfect IT solution that fits their needs as a company while also allowing scalable growth.
Many small businesses don’t have the time or money to invest in a large and complex IT infrastructure. However, by utilizing IT help desk services, they can outsource these needs for a fraction of the cost.
What are IT help desk services?
An IT help desk is a resource within an organization that provides IT service desk support to users. The help desk is usually manned by customer service representatives and IT technicians who have the knowledge and skills to resolve technical issues.
The main goal of an IT help desk is to provide quick and efficient resolutions to technical problems so that users can resume their work as soon as possible. In addition to providing support, IT help desks also offer a variety of other services such as maintenance and training.
5 benefits of using IT help desk services
Many benefits come with using IT help desk services. Perhaps the most obvious benefit is that it frees up your company’s resources so that you can focus on other aspects of your business. If you are thinking about swapping from a traditional IT team to a help desk support service, and the cost is a factor, service desk services are often offered at a lower cost than the cost of an in-house support desk.
2. Around-the-clock service
In addition, IT help desks provide around-the-clock support, which is essential for businesses that operate in different time zones or have employees who work odd hours. This type of support is generally not possible with in-house IT departments which is why more companies are considering help desk outsourcing.
3. Enhanced cyber security
Another important benefit of using IT help desk services is that it can help to enhance your company’s security. Most global help desk services offer security services to keep you and your company’s assets safe.
Most help desk managed services follow strict adherence to security practices and offer a transparent look into your network and the risks that are out there. Having help desk service providers means you can make informed decisions about your network instead of having to rely on an in-house IT team or even having self-service equipment.
Click here to learn about 10 dangerous types of cybercrime that could affect your business.
4. Improved customer service
Another key benefit of an IT help desk is its high-quality service. Managed help desk services agents are designated to help clients solve issues and are available to help troubleshooting be as painless as possible.
The benefit of being a client means that providers are going to strive to meet your demands because at the end of the day, you are purchasing service desk services from them and they will want you to renew your contract with them.
5. Access to tools and services
While they may vary, most help desk solutions offer additional capabilities and tools for your business needs. Most global help desk services offer applications such as cloud based storage, VOIP phone systems, and additional technology to boost productivity in your company.
5 IT help desk services to help your small business succeed
1. 24/7 help desk services
One of the most sought-after services you get when using an IT help desk is that you can get support 24 hours a day, 7 days a week. Many global help desk services offer 24/7 support because companies work in different time zones and a variety of hours.
The support can come in the form of a support desk you can call but most help desk support teams use help desk software or a ticketing system to allow an end user to submit a service request any time of the day.
Service Desk center agents are on constant call for user support so that your business can save time by leaving the issues to the professionals. 24/7 support ensures prompt response times and high-resolution rates meaning you experience less downtime and can keep up productivity.
2. Remote Support Services
Another great service of IT help desk services is that they can provide remote support. This means that your employees can get help from anywhere in the world, as long as they have an internet connection.
Most service desk providers have screen-sharing tools to help the end user resolve issues over the phone no matter their location. This eliminates downtime because the technician can begin assisting the user as soon as the service requests are submitted.
Check out this article to learn more about why you should consider switching to remote IT support.
3. Asset Management
IT help desks offer scalable growth for companies, making them a popular decision amongst many corporations. This type of growth is important for businesses that are constantly expanding and evolving. Managing assets is a huge time and money saver in service management. Medium-sized businesses to large businesses can benefit from having their provider manage the purchasing, tracking, and repair of devices.
Often, if you are partnered with an IT help desk service, they can offer cheaper prices on equipment that is purchased in bulk and will often ensure that devices remain up to date and functional.
4. Training and knowledge management services
In addition to providing support, IT help desks also offer a variety of other services such as knowledge bases and training. This is extremely beneficial for businesses that want to make sure their employees understand the technology being used but also understand the cyber threats that could be threatening your business.
Knowledge bases provided by IT service companies can provide users with training on how to access provided tools, login, and even address common issue resolution. This allows users to focus on their work, instead of trying to figure out the business technologies.
5. Managed software
Managed software and services is a type of subscription service that allows businesses to outsource their IT needs. This can be extremely helpful for businesses that do not have the resources to maintain an in-house IT department.
Similar to managed assets, IT providers can offer exclusive deals on day-to-day software for your business. Another perk that a lot of providers offer is ensuring that devices come pre-set with the managed applications already installed.
4 factors to consider when selecting an IT service desk provider
With the numerous benefits of help desk outsourcing, it is understandable why more companies are opting to go this route. Service providers vary and it is important that before any service desk outsourcing, you find a provider that will meet your business’s needs.
Some things you should keep in mind when choosing a provider:
1. The size of the company
You will want to make sure that any service desk outsourcing is done with a company that can support all of your users. Most of the time, you will need to reach out to the companies and ask if they can support the number of users you have.
2. The services offered
The beauty of outsourcing service desk functions to a provider is that you only pay for what you need. Most IT providers offer a series of different services and packages. You must evaluate what is offered to ensure that you are not paying for a service you don’t need but also to make sure you are given all the tools and support that your business requires. If you are wondering what tools you may benefit from, check out our blog on 5 Small Business IT Solutions.
3. The price
While these services are beneficial, it is still important to review the cost of these services and make sure that the price is reasonable and within your budget.
4. The reviews
Check reviews of the providers by googling their company names and seeing what other businesses have to say about working with them. Keep an eye out for any red flags such as slow resolution rates, dissatisfied customers, and rates.
IT help desk services can provide a variety of benefits to businesses, including round-the-clock support, remote support, training, knowledge bases, and managed software. These services can help your business grow, work at a more productive level, and save you money.
When searching for a help desk service business, make sure that you are searching for the tools and features that you need at a cost that is affordable to you. If you are interested in help desk support services, see how we can improve your IT help desk today.
Frequently Asked Questions
Is help desk considered a customer service?
No, help desk and customer service are not the same things. Help desk is a type of support that helps businesses with their IT needs, whereas customer service focuses on assisting customers.
How do I select an IT help desk service provider?
When selecting an IT help desk service provider, it is important to consider the provider’s offerings and make sure that they offer 24/7 support, remote support, and a variety of other services. It is best to check their pricing, features, and reviews before swapping to their services.
What are the different types of service desk support?
There are three different types of service desk support: technical support, customer support, and IT support. Technical support helps businesses with their technical needs, such as troubleshooting software issues. Customer support helps businesses with their customer service needs. IT support helps businesses with their IT needs.
What is a help desk in a company?
A help desk is a type of support that helps businesses with their IT needs. Help desks can be internal or external. The job of these help desks is to ensure that the customer’s technology and equipment are kept up and running with as little disruption to work productivity as possible. Now more than ever, companies are opting for IT Help Desk support services over the traditional in-house service desk to take advantage of the many benefits.