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The Power Of The Humble Help Desk

During the course of most people’s lives, we have all had to phone or speak to a help desk or customer service centre. As a customer, we all know what a help desk is there for. But what value is a help desk to a business? A help desk is a resource to support users of particular software or system. 

Help desks can take many forms, from a physical desk where someone takes calls to a global organisation that accepts support requests submitted online or in person from around the world.

No matter its form, a help desk provides an essential service by assisting users with any questions or problems. 

What is Help Desk Customer Service?

Help desks support growth. In fact, 60% of high-growth customer service teams use a help desk, significantly higher than slower-growing teams. (Hubspot 2022). 

Help desk customer service personnel can resolve issues quickly and efficiently, often without the need for further escalation. In other cases, more complex problems may be referred to other support staff or departments for resolution. In either case, the help desk is an essential first point of contact for many users who need assistance with their software or system.

The Difference Between Customer Service and Help Desk

While they seem the same, there are some meaningful differences between the customer service department and the help desk. The main difference is that a help desk usually focuses on supporting internal staff, while a customer services team focuses on supporting customers.

A help desk or service desk is usually associated with technical industries, specifically the IT sector, while customer services span a wider reach.

For this reason, the workflow, communications, integrations, and database systems look quite different.

The Difference Between Customer Service and Help Desk

What is a 24/7 Help Desk?

When an IT help desk or support help desk is 24/7, the service or product is continuous, always available, or involves no downtime (TechoPedia 2022). The term is commonly used in computer server monitoring, as these systems must always be up and running. 

However, 24/7 can also apply to other services, such as customer support hotlines or online stores. 

In today's world, where the internet is always on and people are connected around the clock, a 24/7 service is essential for businesses to remain competitive. By offering a continuously-available service, businesses can tap into new markets and provide higher customer satisfaction.

MODERNISE YOUR SERVICE DESK, WHILE REFOCESING YOUR IT TEAMS

The Benefits of 24/7 Help Desk Customer Service: A 24/7 IT help desk support system is critical to offer the best service and support.

Below are three reasons why this type of support is essential. 

  • In 1999, only 4% of the world was connected to the internet. However, today IT problems often occur at the most unexpected and inconvenient times; it might be after hours or on weekends when regular support staff is unavailable. Having a 24/7 help desk ensures that there is always someone available to help resolve the issue. 
  • Since the COVID-19 Pandemic, 49% of people are online daily, and over 8.4 billion connected devices are used worldwide. Therefore, businesses now operate 24 hours a day and seven days a week because their customers are always online. If an IT issue arises outside of normal business hours, it can significantly impact productivity. A 24/7 help desk ensures that issues can be resolved as quickly as possible, minimising disruption to the business. 
  • Some IT issues can be resolved quickly and easily, while others may be more complex and require more time to fix. A 24/7 help desk system ensures that customers get the help they need, regardless of the issue's complexity.

What Is ITOM?

IT operations management (ITOM) software is a computer program that represents all the tools needed to manage the provisioning, capacity, performance, and availability of computing, networking, and application resources.

It is estimated that by the year 2025, ITOM will grow by $35.98 billion, resulting in more than 7.5% annual growth

IT professionals typically use ITOM software to manage the delivery of quality, efficient and experience-driven IT services. In addition to providing a complete picture of all the IT resources within an organisation, ITOM software optimises and automates various IT processes. As a result, ITOM software can play a vital role in ensuring that an organisation's IT infrastructure can meet its users' ever-changing needs.

Three Key Factors That Hinder IT Management Operations

Three factors hinder IT Management Operations when the necessary tools for support are not well maintained. You will need to get proper IT services to fix the problems. The key factors are as follows:

Device Health and Performance:

In today's technology-driven world, it's more important than ever to keep a close eye on your device's health and performance. Failing to do so can lead to serious device downtime, which can amount to major losses on a day-to-day basis (Major Geeks, 2019).

You can take several simple steps to help prevent this from happening.

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  • First, keep your operating system and software up to date. This will help ensure that your devices are running as efficiently as possible.
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  • Second, regularly check for signs of wear and tear and take corrective action as needed.
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  • Finally, invest in reliable backup and recovery solutions to quickly get your devices up and running in the event of a failure.

Network Congestion

According to Avi Networks (2021), various factors such as inefficient network design, bandwidth usage, malicious attacks, latency, and software bugs can cause network congestion. This often leads to decreased productivity and increased frustration for users who are unable to access the resources they need.

Network congestion occurs when too many devices are trying to use the same network resources, such as bandwidth or processing power. This can happen for several reasons, including increased demand, faulty equipment, or intentional attacks. As a result, network speeds can slow down or even come to a complete stop.

Cyber Attacks

Cyber security risks and attacks pose a real threat to businesses of all sizes. The costs of recovery can be high, and the reputational damage from being the victim of an attack can be devastating. Factors that can hinder your IT management operations include: not having a plan in place to respond to an attack, not having trained staff who know how to manage and respond to an attack and not having the right tools and systems in place to detect and prevent attacks.

Customer Services Versus Service Desk Versus Help Desk

We explained the difference between customer services and the help desk above. But there is one further distinction to be made, which is between a service desk and a help desk. 

Many people are still unsure of the differences between them. However, these two offer different services that separate them from being one. The term "service desk" is used by 36% of organisations, while "help desk" is used by 23%. Furthermore, some organisations prefer to use “technical support” (9%), “IT/IS support” (9%), and “support centre” (7%) instead of the term “help desk”, according to Info Serv research.

Service desks and help desks are both customer service tools that can be used to provide support to customers or employees. However, there are some key differences between the two. Service desks are typically used by organisations with a complex IT infrastructure, whereas small businesses or organisations use help desks with simpler IT needs. 

Service desks usually offer other services, such as incident management, problem management, and change management. They also often provide support through multiple channels, such as phone, email, and chat. 

In contrast, help desks typically offer basic support services, such as password reset and printer troubleshooting. Help desks are often limited to providing support via a single channel, such as phone or email. 

When deciding which customer service tool is right for your organisation, it's important to consider your specific needs. A service desk is a better option if you have a complex IT infrastructure or need to provide support across multiple channels. 

However, if you have simpler IT needs and only require support via a single channel, a help desk may be a better choice.

Help Desk Connecting Users to Customer Service
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Why Choose solverASSIST as Your Help Desk Service Provider?

When it comes to choosing a help desk service provider, solverASSIST should be your top choice. 

We offer a comprehensive range of services that are designed to help businesses run more efficiently. 

From IT support and implementation to training and 24/7 monitoring, we have the expertise and experience to meet your needs. In addition, we are committed to providing outstanding customer service. 

Our team of highly-trained professionals is available 24/7 to answer any questions or resolve any issues you may have. We also offer a 100% satisfaction guarantee, so you can be sure you're making the best decision for your business.