If you are attempting to change your IT infrastructure and support, you might be interested in the services of a help desk. But, what do you look for in an IT Help Desk?

Having a help desk will allow you to focus on important tasks, resolve tickets quickly, and build a knowledge base that will provide easy access to previous questions and issues and how they got resolved. A help desk provides more advanced experts that will deal with issues on a personal level. Their access to a variety of resources helps resolve issues quickly and thoroughly. Most seasoned companies often offer different tiers of support to fit your needs. The main difference between them being the number of features and the levels of customization you can achieve. 

Download our MSP Checklist to look at all questions you should be asking when it comes to selecting an IT Provider.

A help desk should be able to provide help according to their availability. 24/7 help desks tend to address the issue almost instantly. Anyone with a technical problem can have difficulties staying patient and navigating around a help desk. With frustration already guaranteed, a user needs to be able to make a report quickly and without much hassle. A user-friendly interface is also crucial for companies that are expanding their IT support system. The reporting of incidents should be fast and convenient, which is why this feature is so vital for your future help desk. 

This is the main reason a help desk offers different avenues for people who want to get in touch and report issues. This can be done via email, phone or through chatbots that will direct users to the resources that should serve as the fastest route to the solution.

Having a help desk that focuses on timely responses can be a big bonus from your customer’s perspective as well. Customers value efficiency and respect. A good escalation process within a help desk can be considered as an essential part of your customer loyalty strategy. Solving problems on a professional and personal level helps build trust and loyalty.

Similarly, to ticket management options, you will also be glad if your help desk had a knowledge base. The ability to store previous replies to issues is a valuable asset in a help desk since it helps with more than a quick solution. Not only does this feature allow users to resolve the issue quickly based on previous knowledge, but it can also help determine common issues and uncover a large underlying problem. The underlying problem is then analyzed and resolved in its entirety. Redirecting tickets with common issues to the FAQ knowledge base allows the system to focus on resolving unique problems more efficiently.