By IT Support AU
What is IT Help Desk
IT Help Desk or Service Desk is a service provided by IT support organizations, managed IT service providers, companies, universities for users and clients. IT help desk synchronize and consolidate IT issues being faced by the end-users. Help desk system interacts with different kinds of IT users and businesses.
It can be really hard to keep track of all the company processes, frameworks and tools. IT help desk provide unification of IT support and IT information to end-user of an organization or a business.
Remote Help Desk
A remote help desk or virtual IT support, virtual IT department, virtual IT services is a remote service. It comprises of providing technical IT support r
“Efficient and effective IT Help Desk services can reduce business outages and downtime by 56%.”
What is the objective of IT help desk
IT help desk synchronize and consolidate IT issues being faced by the end-users. Help desk system interacts with different kinds of IT users and businesses.
It can be really hard to keep track of all the company processes, frameworks and tools. IT help desk provide unification of IT support and IT information to end-user of an organization or a business.
Remote Help Desk
A remote help desk or virtual IT support, virtual IT department, virtual IT services is a remote service. It comprises of providing technical IT support remotely by IT experts.
The name virtual specifies that the support team usually provides technical assistance virtually through the internet or phone or online chat system. Support agents use desktop sharing and other remote technologies to assist users with their queries regardless of their location.
Remote IT help desks are usually provided as level 1 help desk support. If level 1 or remote IT help desk is unable to resolve user queries the ticket is usually transferred to level 2 or onsite IT support services. At which point an IT technician provides troubleshooting on-premises.
What are the responsibilities of IT help desk
IT Support Services
The primary responsibility of the IT help desk is to provide IT support and troubleshoot issues as well as assist businesses related to cybersecurity, servers, software and hardware.
For critical business IT infrastructure, the IT help desk usually provides around the clock IT support. The IT help desk or the IT Support Services team advise how to fix the problem but also advises on business continuity and worst-case scenario situations.
IT Expertise
Due to the nature of the work of the IT help desk, help desk staff develop expertise in IT products and services.
By providing information to clients, troubleshooting, IT consulting and IT support. The help desk staff learn and become acquainted with IT products and services.
Unified client interaction
IT Support desks unify all user interactions related to IT Services in one place. The firm may use different channels of support like email, phone, ticket or chat. This is unified into one place with the help of the IT help desk.
Users don’t like getting transferred and bounced from one place to another so the IT help desk provides a unified, streamlined experience for different issues. IT help desk can check the number of incidents regarding an issue based on the history and how many users have reported before.
Customer Insights
IT help desks quickly gain insights into a product or software customers are using as they are the first point of contact for the user. When a company launches a new product or update, the best way to get feedback about their product is to analyze the issues the users are facing and being reported by them.
Clients usually provide feedback or call the IT help desk team first. This is the best process to learn about customer insights, tickets, user satisfaction and happiness. This can help a u
IT Information & IT Knowledge Base
When a client is facing an issue, it may be hard to go through the documentation to find the right answers. At this time IT help desk will be able to guide them with correct information instead of trying the find the answers in the documentation.
What is IT Service Management
IT Service Management (ITSM) refers to all life stages of IT services. starting from designing and creating the IT service to managing and support the IT service.
ITSM goes beyond the scope of IT Support. ITSM teams cater to all kinds of day-to-day technology support including laptops, servers, IT infrastructure and business software.
ITSM teams use highly efficient software to manage IT services. The basic idea behind ITSM is delivering business IT as a service.
Whilst the IT help desk provides support for IT services and fixing issues ITSM looks after company IT infrastructure, IT asset management, Business IT, Enterprise Software which falls outside the scope of IT help desk and IT Support.
Since the scope of ITSM is broad, each team within the group is responsible for the delivery of IT services to business. A help desk as part of a service desk usually forms part of a much bigger ITSM.
ITSM place a higher emphasis on the performance of IT services delivery and reliability which is usually not applicable to IT help desks. Help desks provide support in troubleshooting IT services, IT hardware, managed servers, VPS via ticket management.
While ITSM is responsible for managing a range of IT solutions for business Service Desk covers a narrower range of services. Services Desks are a subset of ITSM. Service desks may be comprised of IT help desks focused on individual areas.
Service Desk has evolved from IT help desks, born out of ITSM best practices guidelines ITIL or IT Infrastructure Library. Service desks core ideology is “managing IT as service”.
Service desks like the name suggest provide IT as a service to end-users. IT help desks are usually focused on break-fix incidents whereas Services desks focus on service requests.
Service desks can provide support for the services they provide in the form of an IT help desk. A help desk might be considered a subset of service desk capabilities.
Since a service desk may provide services of IT help desk some organizations may use the term “Service Desk” interchangeably with “Help Desk”. The service desk is an interface between IT experts and users.
Service desks use service requests whereas IT help desks use tickets to manage their operations. Help desks deliver support for the IT services.
What are the benefits of efficient IT Service Desks for business
Efficiently resolve issues
IT help desks technicians are trained professionals who possess IT knowledge. This helps them to resolve and closes tickets or incidents quickly and effectively.
Proactive support
IT help desk is a single point of delivery, robust, customer-oriented and service focused way of delivering IT help and IT support to users.
Save costs and resources
On-demand Remote IT help desk solutions and fixed price IT support plans are highly affordable services for businesses when compared with hiring and training IT staff.
A remote IT support team can easily figure out IT issues and resolve tickets with little downtime without waiting for a staff member to travel to the premises. Businesses only have to pay a fraction of the costs compared to hiring full-time staff for thousands of dollars per month.
Reduced disruptions
An IT help desk support team helps reduce disruptions not only because of their expertise but also they usually operate around the clock. This means they can fix issues and disruptions when the IT infrastructure and software applications are not being used by customers, with little or no disruptions.
Increase productivity
IT help desks are scalable to Australian businesses. Businesses just have to choose the right level of the package and the rest is managed by the Managed IT services provider (MSP) which means they don’t have to worry about the company’s size, hours of operation and IT infrastructure. This is all managed by IT services and solutions providers.
As the company grows and its productivity increases it can upgrade and downgrade its plans to its liking
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IT Support AU provides fully managed IT Services and Support to Australian Business in Melbourne and Australia. We are your business IT partner and cyber security advisor. Call us to find how we can help your business improve productivity and growth.