What are IT help desk services and how they can help you?

The IT service desk is an important part of an organization, intended to keep IT operations running smoothly. An IT service desk solves technical problems and provides a single point where IT users can come and interact if there is anything wrong with their computer.

Most of the companies get confused about the term "call center" and "helpdesk" There is a significant difference between help desks and call centers, the former offer only a part of what the later can offer. For many companies, the definition of IT help desk services doesn’t align with operational practices making the distinction much more complicated. The following explanations of the helpdesk and service centers can help you differentiate them.

Call center: Call center handles request usually through phone but could take requests from social media, instant messages, emails, etc. There are basically two types of call centers- Inbound call centers and outbound call centers. Inbound call centers provide services like product support, order processing, customer service, and 24/7 phone services while outbound call centers provide services such as telemarketing, market research, and debt collection. A company may or may not have outbound or inbound call centers managed in house or by a third party.

ITHS: ITHS provides a concentrated asset where questions are addressed, issues are investigated and solutions are being provided. Help-desk offers Technical Support, Product Support/Warranty capacities, etc. IT Help Desk Support Services are provided through different channels such as toll-free numbers, websites, instant messaging, etc.

What IT desk support service offers? The essential job of an IT desk support service is to monitor issues, addressing user reports and providing answers. Along with this, an essential purpose of the service desk is to maintain third party contracts and software licensing. Broadly they provide- information access management, business continuity management, provider onboarding and offboarding, etc.

How ITHS can benefit you? As we discuss before, help desk services help IT companies resolve tech issues, building an IT team on board or hiring a third-party IT service provider will benefit you in several ways. We have discussed a few of the benefits below.

1. Streamline your workflow Your employees can submit issues effectively and get their tech issues fixed fast, permitting everybody to invest more energy in their work and less in trying to figure out what is wrong with their computer. IT experts take less time in solving issues thus save time which will eventually increase your employee’s productivity.
2. Support during off-hours Most companies provide IT support during office hours (9 to 5) and not after that. Some companies that outsource IT services, however, provide 24*7 Support to their customers.
3. Monitor your systems Companies that provide help desk services resolve the issues even before it occurs. They do this by analyzing performance reports of your system and hardware that is connected to it.
4. Resolve issues quickly Most of the employees know how much time and effort is needed to solve an IT problem. Resolving issues not only wastes employees' time but cost thousands of dollars to the company. IT professionals are experts in finding the root of the problem, so your employees need not waste their time around the equipment.
5. Fix the problem systematically Without any system to handle issues, you are left with trying anything that comes into your mind. This technique for fixing issues is wasteful and tedious. IT help desk service providers adopt a precise strategy to resolve issues. They are trained to adopt such methodologies that include actualizing the most well-known method first. At last, IT help desk service plays an essential role in a modern organization but before hiring an ITHD service provider, it is important that you research the company well.