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selecting help desk software

Help Desk Software Strategy Development

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Help Desk Strategy Development

Developing a help desk strategy is the first step to formalizing your help desk and implementing ITIL®. The process you need to execute to improve your IT help desk strategy is:

  1. Develop your strategy. To develop your strategy, you will gather the information you need to write the strategy. Data required includes writing up your services, defining your markets and writing up your offering.
  2. Map your strategy processes. There are three strategy processes that you will develop. These are your financial management, service portfolio, and demand management processes.
  3. Write your strategy. With your information to hand and your processes mapped you can then put together a strategy that reflects the reality of your organization. [Read more…] about Help Desk Software Strategy Development

5 Types of Help Desk Software

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Help desk software types are generally classified according to the size of their target business users, deployment and source code accessibility. Here are the 5 types of help desk software:

1. Web Help Desk Software

Web help desk software is also referred to as cloud-hosted or software-as-a-service (SaaS) and is hosted on the vendor’s server. The application is rented out to companies and involves technical support, system maintenance and upgrade, and data backup. Subscribers can access the help desk through the vendor’s website using a browser or mobile app. Data such as customer profiles, queries, tickets, and support analytics are saved on the vendor’s server and accessible for reporting.

2. Enterprise Help Desk Software

Enterprise help desk software is the most complex with modules that include IT asset management, service request fulfilment, account management, and survey management.

For large companies, different departments demand a steady and efficient process to request and get support, particularly when it comes to asset management and technical assistance. Most enterprise help desk services are customized to fit a company’s workflows. Most enterprise systems are installed on the customers’ internal servers although this trend is moving to the cloud.

The enterprise help desk goes beyond customer queries at improved resolution rates. It also includes features that maximize employee productivity and inter-department communication thus improving overall company efficiency. Other features include leveraging real-time data generated by the help desk system for CRM applications and managing service costs.

3. On-Premise Help Desk Software

An on-premise help desk is licensed software that a company purchases and installs on its own server to run the system. It usually involves a one-time setup fee, and a scheduled upgrade will require a separate fee.

The company takes on the responsibility of system maintenance and data backup. Alternatively, it could pay for a separate plan that includes technical support. The principal benefit of on-premise help desk software is that the company owns and hosts the system resulting in complete control over data security and privacy of information.

4. Open-Source Help Desk Software

Open-source help desk software allows developers to access its source code, unlike proprietary software which either prohibits it entirely or requires a user license and permission to access the source code.

Because open source help desk can be modified or enhanced, developers can add features, adjust processes or fix bugs in the system. It is ideal for companies with programming capabilities whose skilled IT departments can handle executing these changes and enhancements. This can become a burden as it requires internal support for code changes made to the system.

5. Cloud-Based Help Desk Software

Cloud help desk software has all the features of a typical help desk ticket management solution. However, cloud help desks are hosted on remote servers that allow the business the ability to handle loads that fluctuate. This means not having to worry about overloaded support portals getting during your peak hours.

Perhaps the biggest advantage of having a help desk ticket management system in the cloud is that the data is secure with backup options which are retrievable anytime the need to change it arises.

Choosing the right help desk software for your company can be difficult particularly if you’re not familiar with the tech jargon used when describing help desk software. Entry Software would be more than happy to walk you through the types of help desk software and find the solution that fits your needs. To get started, get your personalized demonstration of TeamHeadquarters, Entry Software’s unified project management and help desk software.

How Help Desk Software Helps IT Companies Improve Service

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Help Desk Software Helps IT Companies Improve Service 

With the level of competition out there, you simply cannot afford to cut back on the solutions that will ensure that you offer excellent service that has been proven to improve customer loyalty and increase sales. These days, consumers have no hesitation about expressing their dissatisfaction with products and services. And with the rise of social media, they have a channel to release their rants and bad reviews which can be viewed by their entire network and even be shared. 

It’s important now more than ever to leverage help desk software that can significantly improve your customer service. Here are 3 ways that help desk software helps businesses like IT companies improve their service: 

Gain Customer Insight 

When you receive tickets from your clients, you’re not just being flooded with issues but you are also gaining valuable insight into what your clients want. Your help desk software collects important data that gives your team enough information to avoid future issues so that you can avoid losing sales. 

You can discover what issues your clients encounter the most. TeamHeadquarters, a Service Desk application, has a help desk component that uses problem management to help you manage large volumes of tickets relating to a common problem. Not only would you be able to resolve the issue more efficiently but you would recognize which incident arises the most frequently.  

Improve Business Decisions 

With customer support software integrated with your other business systems and all your departments have to access it, the decision-making process is improved across all levels.  

Furthermore, you can use it to measure the key metrics that your employees can use to allow them to improve consistently. Not only is your team addressing customer needs more adequately but communication across all departments is improved.  

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Project Management Resource Insight  

Increased Office Efficiency  

When the client’s data history is readily available because it is searched quickly, customer support doesn’t need to have the customer repeat what their issues are. The central system easily pulls up their account and issues can be resolved right away.  

And because incoming tickets, incoming responses, and updates, are all connected by one platform, agents are saved from having to log in and out of multiple websites just to gather all the customer details that they need.  

Help desk software is also an excellent tool where the support team can discuss specific tickets. They can communicate directly with the software where all the data is already stored instead of having to have physical meetings or phone calls. This is a much more efficient way for issues to be resolved and for your staff to carry on with other tasks.  

TeamHeadquarters provides your IT services team with a secure, role-managed ticketing system that includes an easy-to-use, responsive interface. Service Desk contains essential components of Gartner’s ITSSM Tools and ITOM. Your team and customers benefit from limitless ticketing, problem management, file management and integrated scheduling and time tracking.  

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5 Important Help Desk Features – Entry Software

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When deciding on the right help desk software for your organization, you’ll likely hear about a lot of features and wonder, “which are best for me?” While all those features will surely add to the performance of your team, we’ve listed 5 of the key features of help desk software you should be looking for:

[Read more…] about 5 Important Help Desk Features – Entry Software