IT help-desks represent the busiest and most important of the business operations as they are in direct communication with the customers. They are responsible for making a business competitive and efficient. ITSS (IT support services) have expanded in a major way as companies expand their operations, ways of handling hardware and software issues, troubleshooting networks, and accomplishing other complex tasks. With a fully functional department, offering well managed IT services organizations are taking it as a challenge to present a distinguished customer service to its customers.
Let’s understand the segregated tasks of the IT help desks:
Level 1 support helps to filter calls and provide prompt troubleshooting. The resources at this basic level deal with password resets, PC configurations, etc.
Level 2 caters to issues that include laptop or user device support. Here, resources resolve customer queries by troubleshooting on one hand and hardware installations as well as in-house repairs on the other.
Level 3 support goes even higher to aspects such as server repairs, database administration, data centers, etc.
Level 4 concerns with people outside your organization. This is typically an external part of the IT support services and includes hardware and software vendors.
An evolved help desk should have these properties to ensure productivity and achieve an adequate return on investments.
Well groomed face of the organization should be a prerequisite: Apart from the technical competencies, the IT service providers need to be backed by soft skills as their responsibility is to display a well-groomed face of the organization to the consumers.
Proactive participation: This is another key feature that adds up to the skill sets of a matured ITSS system. It helps companies anticipate issues and solve them with minimum downtime.
Flexibility and adaptability: This 4-level structure may not be applicable to all the organizations. The help desk must retain a flexible style of working to respond to any kind of problem that comes up abruptly.
Help desk analytics: An analysis of the performance, issues, challenges, and achievements of the help-desk would map out a better road to a problem free and planned growth.
Teamwork rewards: An effective Help Desk demands teamwork. While it requires personnel of various technical levels, it is important that they gel as a team.
Net Activity, Inc. is a leading provider of IT support services since 2002. We have teamed up with the right people and the right technology to support your IT infrastructure. Our help desk support system is well staffed with trained experts to provide you excellent and satisfactory service. You can be assured of a hassle-free service after an agreement with us. Allow us to manage your IT services and we would never let you down. Contact Harry Bhatia over the phone at 2165035150 X 206 or visit us at http://www.netactivity.us/contact-us to know our service options.
