Helpdesk software is absolutely essential in any workplace with a computer network.
When users have an issue with their computer, phone, voicemail, or other device, they typically are left unproductive if unable to use the device for a long period of time. Therefore, they need to have a way to quickly ask for assistance for such an issue. If the users can utilize a high-quality helpdesk program, they can submit tickets with a particular priority level, describe what type of hardware or software they are experiencing issues with, and include any necessary information about the specific problem.
Ticket priority is one of the key details to helpdesk personnel. This allows them to ensure that they respond to the issue during the necessary time period, and conform to SLA procedures. The SLA is the Service Level Agreement which ensures that the helpdesk responds to a ticket within the time period specified for each priority level of ticket. Typically the priority levels will consist of low, medium, and high (sometimes project or very high levels can exist as well).
Not only does a helpdesk program allow the end users to submit necessary tickets to the helpdesk for timely resolution. Helpdesk software will typically allow for tracking of assets, tracking of ticket numbers for metrics, and compilation of resolution procedures for future resolution usage. This is key for the entire organization, as it allows the I.T. personnel to over time increase efficiency while remaining effective, as they can cut back wasted hours through maintenance of proper asset tracking and resolution logging.
The asset tracking capabilities of a great helpdesk program, should allow for the software to be remotely loaded from the network onto client PCs. This way it should be able to track their operating system, hardware details, and software details. This allows helpdesk to quickly check these details upon receipt of tickets, oftentimes significantly reducing resolution time. This also allows for necessary information to be available in case of future audits.
All of the above reasons make it absolutely essential that helpdesk personnel have high-quality helpdesk software which they can utilize for tracking such information as described. They must be able to annotate any ticket specific details with ease while resolving the tickets in a timely manner. This requires a helpdesk program that is not overly encumbering. Typically, the navigation menu should be well designed and the interface should be clear and crisp so that the helpdesk staff can quickly navigate throughout the software to find necessary information and log information as quickly as possible.
By OpenIcons from Pixabay