The IT help desk may seem like it is a throw-in managed service. After all, most of the maintenance to your organization’s IT will be done remotely. This remote maintenance will present your team with more reliable computers, servers, and networks. This enhanced reliability will allow them to be more productive, but what happens when they come across an issue in the course of work? Using similar technology, our IT help desk can get their issues resolved and get their technology back up and running quickly.
In managed IT services, the help desk is an extremely important product. Not only is there around-the-clock remote support for every machine on your managed services agreement, there are other benefits that come with having a dedicated help desk at your disposal. They include.
Most businesses are flooded by client requests daily. Traditionally, these tasks would be relayed by hand from whomever took the call, but today there are automated ticketing systems for this type of work. If your people have problems with any piece of managed technology, they can simply put in a ticket and our help desk dispatcher will assign resources. This allows issues to be resolved faster by cutting down the amount of downtime that your organization sees by having technology troubles. Each ticket can be tracked and updated, streamlining communication and getting your technology problems resolved faster.
With our system, your call will automatically create a ticket, so if it is something our technicians can help you with immediately, it ensures that the proper person ends up with a work order. With help desk, communications and updates can be found in a central hub, keeping everyone on the same page.
Another major benefit of a help desk is the flexibility it gives. There are multiple ways to get in contact with technicians, including through the phone, email, and through our website. Since your users have many ways of contacting us, their issues take less time to be resolved, significantly cutting into downtime.
Our IT professionals are good, but they aren’t perfect. They know that their job is to resolve your user’s technology problems so they can be as productive as they can be. The help desk puts you in direct contact with someone that can resolve your problem and ensures that your problem is documented. This allows our technicians to work unfettered, a good thing for them and all of our clients.
To learn more about our managed IT services, including our 24/7/365 help desk, call our professional consultants today at 605-341-3873.
Rodd Ahrenstorff is the Director of Business Operations for KT Connections, as well as a member of the company’s ownership team starting in 2014. Rodd has been working in the computer and telecommunication fields for over twenty years—a term during which he has held a number of leadership positions. In the past, he has served as a broadcast television engineer, an systems architect, and most recently Director of Information Technology, including a role as a HIPAA Security Officer for behavioral health and multi-specialty medical providers.