Enterprise Help Desk Software for Growing IT Support Needs

Enterprise help desks focus on practical and tactical approaches for handling tech tickets and fulfilling client requests for assistance. The assistance provided by an enterprise help desk is specific to the product or service offered by the larger enterprise.

Traditionally, help desks have primarily been focused on the technology itself rather than the experience of the end user. The goal was to ensure critical IT resources were operating smoothly and allowing the business to function at its highest capacity. This is still a priority with the latest help desk software, but now there’s equal emphasis placed on optimizing the customer experience through efficient IT systems.

A user might contact an enterprise help desk if they needed help resetting a password or repairing a server. The most important thing a help desk does is provide incident management and escalation services designed to help users resolve technical issues as quickly possible. It minimizes wait times, offers solutions, and facilitates the main function of the organization through systematic ticket management.

What makes help desks so useful for customers can also help enterprises run smoothly. In large companies, employees need a one-stop shop for solving issues both inside and outside the IT sector. When it comes to HR, for example, help desk software can help implement service catalogs and employee self-service portals. This process standardizes operations across different departments and makes it easier for everyone within the company to find what they need and act accordingly. Adapting help desk software to the needs of an enterprise makes it easier to troubleshoot within the corporate network and solve problems quickly without outside assistance.

Any enterprise help desk should perform four major functions. First, it should provide a single point of contact, so users can seek help and always know where to go when they have a problem. Similarly, it should be able to effectively answer questions and produce solutions. Third, it should help service agents within the agency—for both internal concerns and external customer issues—be more productive. Finally, an IT help desk must measure user satisfaction and compile data for analysis. Overall, enterprise help desk software provides a system for creating tech support tickets, distributing them among support staff, and helping individuals respond to problems with embedded tools for troubleshooting. It also prioritizes important tasks and monitors the health of support via metrics like ticket volume and resolution time. Enterprise help desk software also benefits large businesses by offering workforce scheduling, call quality tools, recruiting and hiring practices, multi-channel support, and more.

When companies first start out, directing service requests to ordinary internal IT teams and addressing issues over email may be sufficient. As these organizations grow, a customer service agent or team of agents will be unable to handle the sheer volume of tech tickets. Enterprise help desk software works by scaling user support. It creates a systematic way to accept, track, and respond to enterprise IT support requests. Many software programs also provide capabilities like a self-service portal, service-level agreement management (SLA), and analytics. Enterprise help desk software also builds a repertoire of past questions and answers to reduce service requests. Help desk automation frees up agent time and keeps actions consistent. Enterprise help desk software can also create a community forum, so users can ask and answer questions amongst themselves online. Enterprise help desk software provides flexible and customizable support solutions specifically adapted for any growing business.

Enterprise help desk software is important because an inefficient enterprise help desk is unable to meet internal and external IT demands, which compromises productivity. If no enterprise help desk software is in place to manage user questions or requests, tech tickets often get lost in a mass of data. Without the enterprise ticketing systems provided by this kind of software, issues take longer to resolve, and IT support history is lost, thereby limiting IT teams’ ability to troubleshoot in the future. Many kinds of help desk software fall short when it comes to scalability and flexibility. Help desk software incompatible with a company’s growth greatly reduces quality of service for customers. Customization restrictions within the software can also limit IT support’s ability to resolve client issues in the most efficient way possible, which negatively affects the client’s experience. However, the right enterprise help desk software optimizes tech support potential.

Web Help Desk helps improve enterprise IT support by offering an affordable way to organize enterprise help desk ticketing and asset management. It’s designed to simplify and streamline IT help desk processes from creation to resolution using an intuitive web interface. Tech support teams can use rule-based routing and escalation plus real-time tracking and alerts to automate ticket management. Web Help Desk also features automated IT asset management for tracking and managing hardware and software. The embedded knowledge base in Web Help Desk aids in the self-resolution of issues and prevents agents from generating new responses for common, previously answered questions. Web Help Desk can be integrated with SolarWinds Network Performance Monitor, Server & Application Monitor, Network Configuration Manager, and other Orion^® Platform products. Apple users can also access Web Help Desk on their iPhone and iPad via the mobile app. By automating many of the processes capable of slowing down an IT support team, Web Help Desk frees up time and resources.