Many small businesses wonder if they should have an IT help desk or just rely on tech-savvy individuals to solve problems. The answer typically depends on the size of the company, and there are reasons to consider each.
The IT help desk provides a centralized location to deal with technical issues. Employees don’t have to wonder if they should call a particular engineer or programmer or member of the support team. They simply dial the IT help desk with the knowledge that they are trained to handle complex problems.
An IT help desk can make sure that issues are handled in the order they are received by generating tickets for employees. This also provides a time frame for when the problem should be resolved – if there’s just two other tickets for the help desk to deal with, the employee will know the IT staff will be coming by soon.
The staff of an IT help desk can be trained on a common set of procedures. This provides a systematic approach for when they have to handle technical issues – they’ll start with the most common solution, and move on from there. This tends to solve problems much better than trying out different things at random to see if they work.
The IT help desk can create a historical log of all the different problems they encounter at the company. This documentation can then be used as a reference point if the issue should pop up again, since they’ll know how the problem was resolved. Historical logs are also useful if an employee is having an ongoing problem and needs to contact the IT department multiple times to settle the issue.
The IT help desk can use the information they gather on a daily basis to run performance reports. These can then show which computer systems and pieces of hardware are consistently experiencing bottleneck issues. The company can then be proactive about replacing them (provided it’s within the budget) and not have to worry about the system suddenly going at an inopportune time.
It can often be difficult to accurately judge job performance. An IT help desk can manage this issue by sending out automatic surveys after an issue is concluded. If the IT staff took too long to solve the problem or behaved in an unprofessional manner, the survey will reflect that.
IT must ensure new applications are rolled out quickly, reliably, and without risk, while at the same time guaranteeing performance and availability. Read this VirtualWisdom white paper to find out how to achieve application-aligned infrastructure performance, and more. more
In an era of new technologies and cloud-based application delivery models, your business success depends on your ability to ensure optimal application performance and quality user experiences at all times. This complimentary white paper from AppNeta will enlighten you to the new frontiers in end user experience management and much more. more
Consider HP as your Microsoft Lync Solutions provider! more
Increasingly, the success of business is being tied to the network. The transformation of the network and IT can help organizations deliver and support highly available applications and services while reacting more quickly to changes in the business environment. In this complimentary white paper from IDC, learn how HP can help its customers and partners improve the overall application experience. more
This buyer's guide presents an overview of leading products on the market today and aims to improve research for companies needing to purchase or upgrade their equipment. more