As much as people hope their business can run like a well-oiled machine, the truth is issues are inevitable. With businesses using an increasing number of technologically advanced tools, many issues experienced in the workplace have to do with the technology itself.
If a system or tool fails or becomes inoperable, or an employee lacks knowledge on how to use technology effectively, the organization is unable to optimize its IT in the most useful, profitable way. In short, technology should be working for you, not against you. Enterprise service desks—often a component of the remote monitoring provided by Managed Service Providers (MSPs)—are a vital part of helping a company, large or small, run smoothly by providing a single point of contact for users to get assistance. From there, service desk technicians work to keep organizations’ technologies up-to-date and running smoothly.
In business, and particularly the IT area, there are two main concepts when it comes to service desks, which are responsible for addressing, answering or troubleshooting the technical issues experienced by users. The first type of IT service desk has to do with the services, software or other options a company sets up to handle customer queries and issues. If a user (or customer) is experiencing trouble using a company’s website or some other technical difficulty, they often will interact with the company’s service desk by messaging with a representative online or on the phone, emailing, or filling out a ticket.
Businesses themselves also benefit by being taken care of by a professional service desk team, staffed by professional, certified experts who can support the organization and its IT systems. These internal service desks are set up to offer a similar type of help, except aimed at the employees within the organization, rather than the customers.
Some major companies maintain an in-house help desk to support their IT and offer preventative maintenance, network monitoring, and other solutions that decrease the downtime of IT services and functions. Other companies use remote, outsourced service desk services, generally offered by Managed Service Providers (MSPs), and access the same support from technicians via phone, online and occasional site visits.
Service desk technicians are trained to quickly address and resolve technical issues relating to:
Service desks often use desk software or an issue-tracking system to keep track of user requests, which allows them to prioritize cases, efficiently locate solutions to common questions and concerns, and maintain records of issues.
Some service desks utilize a tiered approach to manage a variety of queries and conveniently categorize problems. For instance, the first level is designed to provide answers to frequently asked questions and the like. Those problems that are a bit more complex or cannot be solved at the first level are passed on to the next level, where technicians who are better trained or have special areas of expertise can take care of them.
Having proper technical support from a professional service desk helps prevent IT problems from halting your business, leading to enhanced efficiency, a seamless work environment, and boosted productivity. When employees are able to accomplish tasks and do their jobs without hitting technical snags or experiencing system downtime, the entire organization profits. End users experiencing trouble with their computer hardware and software or other technologies can rely on help technicians to provide support and troubleshooting services.
Equally important, however, is the proactive and preventative maintenance provided by service desks for optimal network stability. Many times, the goal is to detect small issues before they become larger, crippling problems that can lead to system failure.
Service desks are often an extension of a more robust remote monitoring platform that allows an MSP to take care of its clients. By taking a proactive approach to network monitoring and engaging in regular maintenance, service desk technicians help you stay ahead of the game. They can detect problems early on and then actively work to resolve them—sometimes even before they have been reported.
A professional service desk team should include technicians who possess technical knowledge, effective communication skills, and the ability to identify and prioritize technology solutions. Skilled technicians will have a deep understanding of computer software and hardware, operating systems, smart devices, and other types of technology. They also should be receiving regular training, coaching and quality review to sharpen their skills as technology continuously evolves. Additionally, your professional service desk team will be backed by professional managers and supervisors who can provide cohesion and consistency, ensuring you receive the best service delivery.
“We believe our success is due to the strength of our team, the breadth of our services, our flexibility in responding to clients, and our focus on strategic support.”
Javier Gomez, CEO
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