What Is Help Desk Support?
Technology helps improve productivity, collaboration and is arguably the driver of success for business goals and priorities. Sometimes, though, information technology creates a headache for its users. Issues with printer connections, login credentials, and even software and hardware configurations can cost companies money in downtime and can distract leadership from focusing on the business itself.
As a managed service provider (MSP), Everound provides IT help desk support for businesses to alleviate the stress and frustration caused by both day-to-day and long-term IT challenges. But what is help desk support? And what services are included in help desk support?
Help Desk Defined
At its core, an IT help desk team supports internal staff at an organization and solves problems ranging from minor issues such as a lost password to larger, more potentially risky issues such as a company-wide network outage. Essentially, a help desk is internal customer support led by a trained information technology support team that can handle technical problems.
A help desk team provides information and support on an ongoing basis to its customers (ie: the company’s employees). This is achieved by not only responding to specific issues and problems but also by proactively seeking and addressing potential IT pain points.
What Products and Services Are Provided by a Help Desk Team?
The main functions of a help desk address immediate day-to-day IT issues as well as prevent future IT headaches. At Everound, our monthly help desk services include:
- Real-time IT assistance: through a help desk ticketing system, employees have immediate access to IT help for issues related to email, hardware and software.
- Networking: proactively manage and maintain your operating systems, servers, and applications to ensure everything is running smoothly and there are no potential issues. Review and make recommendations for network infrastructure that is out of warranty or at end of life.
- Microsoft or other software administration: installation, implementation, and administration of Microsoft solutions or other industry-specific software.
- Ongoing technology recommendations: review current technology investments and identify areas of opportunity and improvement.
- ISP support: continually monitor and support internet service provider (ISP) functions to address real-time issues including dropped Wi-Fi and other internet-related challenges.
- Liaison between 3rd party software and or hardware vendors: manage the relationship between the business and its software and hardware vendors to ensure products meet the needs of the business.
- Antivirus and malware assistance: routine scan and reporting of potential cybersecurity risks including viruses and malware.
- Disaster recovery: regularly back up data in case of hard drive malfunction, cyberattacks, and natural disasters.
- IT documentation: thorough IT documentation to provide a historical analysis of solutions as well as create a knowledge base for employees.
- Monthly maintenance: provide monthly IT maintenance during a predetermined maintenance window that does not interfere with or interrupt employee workflow.
Why You Should Integrate a Help Desk at Your Business
Some organizations have an existing help desk team in place, while others rely on someone outside of the IT department to address technology issues. While the latter approach may appear to be a cost-savings measure, it will, in fact, cost a business money in the long term.
For example, if everyone in a company runs to the recently hired college grad for help with their computers, that college grad will be focusing on IT support, not the job function they were hired to do. Adding a help desk team to your company is an affordable and strategic business decision to help your business become more efficient and profitable.
At Everound, we support small and medium businesses with their IT help desk needs. Our full-time staff is dedicated to our client’s successes and works with each of our businesses to create a custom approach to let them focus on their business while we focus on their IT.
Interested in learning more? Reach out today for a free IT assessment of your current IT needs. We will help you understand if a help desk is right for your business.