What is a Helpdesk?
A Helpdesk provides a single point of contact between service providers and customers on a day-to-day basis. According to ITIL (IT Infrastructure Library), it is the focal point for reporting Incidents (disruptions or potential disruptions in service availability or quality) and for users/customers making service requests (routine requests for services). When customers have an issue they need help with, they get in touch with the helpdesk for resolution. Having a single point of contact helps improve customer satisfaction and perception of your support services. Customers know exactly where to go and how to get support with any issues they are facing.
What is a Helpdesk Software?
A helpdesk software automates the tasks of the helpdesk. It provides a set of tools to log, track and resolve support calls. A helpdesk software could be a simple Issue Tracking system or it could be a fully evolved Service Desk software suite.
Why do you need helpdesk software?
If your company has a customer support element (whether internal or external, IT or non-IT related), you would greatly benefit from using a helpdesk system.
Modern helpdesk systems help teams to work more efficiently by automating most of the tasks that were done manually and also providing a rich set of self-help features for users/customers.
At one end of the scale, basic ticket tracking software enables helpdesk teams to resolve calls end-to-end, in a logical order and track the work they have done. This is sometimes adequate in a small company.
At the other end of the scale, you have comprehensive helpdesk and service desk software that provide more complex functionality, from the automation of incidents/requests and communications through to problem management, change and release management, asset management, and complex rules for priority allocation and ticket escalation. These comprehensive software solutions are mostly used by companies working within ITIL or another similar framework, although they can also be used by smaller companies looking to embrace such frameworks.
If your helpdesk work to SLAs and OLAs, you'll soon find that tracking performance can be an arduous task without a dedicated helpdesk system. The sophisticated tracking and analysis tools within these applications enable management and team leaders to extract detailed analytics at the click of a button. If your organization has chosen to monitor the performance of the helpdesk team using KPIs, a good application should allow you to pre-set these metrics and produce detailed reports against your KPIs on demand.
To summarize, the advantages of having a helpdesk system may include
- Provide a single point of contact to your end users
- Provide 24/7 support to your customers via a dedicated web portal
- Track your support calls end-to-end
- Provide self-help pages to your customers in the form of knowledge bases
- Provide detailed reports on your support function
The Rhea Helpdesk Software has all the features listed above and much more. For further details of the Rhea helpdesk software or to purchase the software, please visit our site.
Copyright @Rhea Solutions Limited.
Chandini Paterson has over 15 years experience in IT, having worked in various roles including developer, team lead, architect, DBA and project manager. She is the Founder/CEO of Rhea Solutions Limited.
The company's flagship product is the Rhea Helpdesk software. Please click here to check out benefits, features and options available with the Rhea Helpdesk Software - http://www.rhea-solutions.co.uk/SoftwareProducts/rhea-help-desk. All charities and educational institutions get 40% off the Rhea helpdesk prices.
The company also provides IT Consultancy, including Software Development, Website Design and development and IT Project Management among other services. Please click here for details of their IT Consultancy Services - http://www.rhea-solutions.co.uk/Services/Service/it-consultancy. Charities, non-profits and start-ups companies get generous discounts on the IT services.
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