An IT helpdesk is a one-stop point of contact that provides centralized information and support management service to handle a firm’s internal and external queries. It provides help and advice on topics relating to a company’s products and services. Therefore, an IT helpdesk is where users call to get help.
Most organizations have a helpdesk comprising an individual with a phone number and organized knowledge and expertise to address IT-related problems users may encounter. However, in larger corporations, a helpdesk usually consists of a team of experts using software and other tools to identify, track, and analyze problems.
Some common names for IT helpdesk include IT response center, computer support center, IT solutions center, resource center, customer support center, information center and technical support center.
What an IT Helpdesk Support Does
The key role of IT helpdesk support is to assist users with IT-related issues. The typical everyday duties of an IT helpdesk professional or team include:
- Tracking, monitoring and responding to communications from users
- Helping users troubleshoot their issues
- Offering valuable information on the product and suggestions for improvement
- Connecting users with a higher level of support
- Sharing user feedback with the top management
Some businesses, especially the smaller companies, choose to have an individual or a team of in-house helpdesk support. However, bigger corporations often outsource IT helpdesk solutions to enjoy quality and efficient services and avoid the technicalities of running a complex IT system and network. Nevertheless, the IT helpdesk is vital for organizations directly or indirectly involved in IT affairs.
Importance of IT Helpdesk
No one appreciates when a system fails and complaints are put on hold, whether clients or employees. IT helpdesk provides the professional help needed to run your business efficiently. A helpdesk center has tremendous impacts on multiple facets of your business, including:
Business Operations
It helps you streamline your business operations and prioritize certain actions when necessary. For example, the management can effectively monitor all functional areas of an organization, including the functioning of the contact center, and make data-driven decisions, leading to interrupted business operations.
Customer Satisfaction
Customers want their queries and concerns addressed quickly, effectively, and with minimal resources. A competent IT helpdesk can ensure issues raised by your clients are resolved at their first contact. It makes it easier for clients and other users to reach out for support using various communication channels. A helpdesk center will continuously update customers on the progress of their complaints.
Productivity
An IT helpdesk equipped with advanced software and other supportive tools automates repetitive tasks to help the support do more with less. For instance, an automated system uses a repository of information to solve customer complaints more effectively. It also helps the support have a -degree view of the customer, enabling them to serve customers better.
Get your IT Helpdesk Services at Infinity Technologies
A trusted IT partner is essential to running your business efficiently. Infinity Technologies is your one-stop shop, whether you are looking to supplement your in-house IT department or outsource your IT needs. We provide unmatched IT helpdesk solutions to our clients in and around Chicago, Illinois. Our goal is to go beyond quick IT fixes and help you implement a proactive IT plan that will make technology work for you.
Contact our team or call (708) 857-7800 to request a quote.