5 Reasons To Use A Cloud-Based Help Desk

 Help desks are designed to assist customers or users with customers and clients, both internal and external. Businesses implementing help desk solutions can choose between cloud-based or local help desk software.

Deploying local help desk service is time consuming and expensive. In addition, ongoing computer support is required for maintenance. Distributed teams are becoming more common in today's business world. This means that companies must purchase software licenses by location. This is an expensive proposition for today's highly distributed teams.

Moving from a local ticketing system to a cloud-based ticketing system has several benefits for users and organizations. Cloud-based systems are easier to implement and maintain, have better accessibility, and are a more cost-effective solution for many companies. Let's take a closer look at some of the reasons for choosing a cloud-based helpdesk.

Efficient Ticket Management

You may be using email, documents, or another local system to manage your IT tickets. Migrating to a cloud-based system will definitely streamline your ticket management process. By allowing you to view all of your tickets on a single dashboard, you can easily track and follow the progress of each entry. Centralized ticket management also means that support requests are less likely to be decrypted.

Easy Access to The System.

The cloud-based ticketing system is hosted in the cloud and can be accessed through the web interface using any device that has an internet connection. One of the features of modern cloud-based systems is the ability to share a private link with the customer who submitted the support request. This link is specific to that user and request, so you can always use it to easily access the system.

Central Repository for Uploading And Sharing Important Files

Using a cloud-based solution has the advantage of acting as a repository for data and help desk files. Often called a knowledge base, a record of past requests and responses may include attachments such as images, videos, PDFs, and e-books. Organizing this knowledge base over time can be a valuable and highly relevant resource for your clients. And because it's centralized in the cloud, everyone has access to the latest and most accurate information.

Shared Inbox for Effective Communication

Most people use email today. Cloud-based ticketing systems typically use a similar structure for communication, making it easier for most users to navigate. There are even more benefits to choosing a cloud-based help desk solution with a shared inbox for support requests. The shared inbox gives teams a comprehensive view of all support ticket communications. From this central inbox, teams can effectively manage ticket assignments, review draft responses before submitting, and track comments made by people on a particular request. The result is a highly organized and streamlined system that can be focused and coordinated for everyone.

Easy Integration with Other Cloud-Based Tools.

Most companies today already use cloud-based software for other functions, such as email, file storage and sharing, office tools, and even accounting software. A cloud-based help desk easily integrates with many cloud-based tools you already use.

For example, Support Bee integrates with tools ranging from project management tools to CRM, workflow tools, and notification solutions. Seamless integration with other tools allows you to configure custom automation workflows to keep your customer service process running smoothly.

Other Benefits Of Outsourcing Your Help Desk

 When it comes to technology issues in your business, nothing is worse than not being able to find someone or waiting hours for an answer. We understand that this cannot work when we repair the device for you or your employees, that's why, thanks to a remote or on-site service, we work according to your schedule so that your system or device is operational and maintain your productivity without delay or interruption.

Our support services provide IT support designed to improve the productivity of you and your employees, minimizing and solving IT errors and problems quickly and on time. With Tech Guru as a partner in your IT support service, you will benefit from a wide range of benefits, including:

Support for each device and platform: Mac®, PC, Windows and Android / iOS tablets / smartphones

Calls answered by IT specialists, not customer service technicians

24/7 live phone support, 365 days a year

Rapid, remote and / or on-site diagnosis and repair.

Based in Minnesota

Response time after the hour: 60 minutes.

We also work to maintain your productivity by connecting directly with your technology providers, in the event of a problem (copiers, applications and other connections), in order to speed up resolution, which makes it less of a concern. .

Benefits of Outsourcing Technical Support Services

As we mentioned before, when it comes to technology issues in your business, nothing is worse than not being able to contact someone or waiting hours for an answer, especially that your business depends more than ever on technology. Outsourcing your organization's technical support services can reduce your burden in several ways.

When it comes to discussing the help desk outsourcing companies  technical support service, this is usually discussed financially; However, the wide variety of benefits of choosing to outsource your technical support function goes far beyond financial reasons, especially for those with a small existing IT department. One of the main benefits of outsourcing your IT helpdesk is to free up time for your overworked employees, allowing them to spend valuable time on strategic operations and develop income-generating ideas, rather than hours of fire fighting. Additional benefits of outsourcing the technical support function include:

Reduced costs

Simplified management

Higher earnings

Improved response times

Technical and industrial knowledge

Since the potential impact of an outsourced technical support function is so great, it is imperative to define and select the objectives correctly for the success of a company.

To learn more about how our third-party IT support services can help your business achieve its business goals and increase productivity, call 612-235-4895 or contact us. Do you need help developing a technology plan to take your business to the next level? Discover our IT strategy planning and consulting services.

What is an IT Help Desk Service: Difference between a Service Desk and a Help desk or Call Center?

The IT Help Desk Service is intended to be the primary point of engagement between the user and the IT organization. According to ITIL, the service desk is the only point of contact (SPOC) between the help desk service and the user for daily activities. A typical service desk handles incidents (service interruptions) and service requests (regular service-related tasks), as well as handles user communications, such as service interruptions and planned changes. Service desks are typically wide-ranging and designed to provide users with a single location to meet all their IT needs. As a result, the service desk will play a key role in facilitating the integration of business processes with the technology ecosystem and the broader service management infrastructure.

What Does The IT Help Desk Service Do?

The primary function of the IT Help Desk Service is to serve as the central point of contact for monitoring / owning incidents, responding to user requests/questions, and providing a communication channel between other service organization purposes and the user community. It is. In addition to these core features, technical support services often play an active role in capturing change requests, maintaining third-party support contracts, managing software licenses and assisting in problem management.

In some administrations, the service desk is combined with other business procedures, such as:

• ·         Incorporation of employees
• ·         Integration acquisition
• ·         Data access management
• ·         Incorporation and exclusion provider/partner
• ·         Management of reports and metrics.
• ·         Business continuity management
• ·         Infrastructure/service monitoring

Difference Between a Service Desk and a Helpdesk or Call Center?

Businesses often use the terms "call center," "help desk," and "service desk" interchangeably, which can be confusing. ITIL views call centers and help desks as a limited type of service desk and provide just a few of the features that service desks offer. This makes sense because ITIL takes a service-centric perspective and focuses on IT. For many companies, the definition of ITIL is inconsistent with operating practices, making the distinction much more complicated. It describes the help desk and contact center functions that can help provide a contrast to the IT Help Desk Service.

A help desk is a source considered to deliver clients or internal users with info and improve related to the company's processes, products, and services. The purpose of the help desk is to provide a central source to help answer questions, troubleshoot, and resolve known issues. Common examples of help desks include technical support centers, product support/warranty features, employee benefit desks, and facility service centers. Technical support is provided through a variety of channels, including physical locations, toll-free numbers, websites, instant messaging, or email.

A call center or contact center is the central point to manage customer contacts and interactions. Offices that generally handle large numbers of requests over the phone (but may also include letters, faxes, social media, instant messages, or email). Inbound call centers are often used for product support, customer service, order processing, and 24/7 phone service. Outgoing call centers are used for telemarketing, debt collection, market research, and more. Businesses have multiple call centers that support different parts of business operations (including IT) and can be managed internally or through third-party agents.

The  help desk support services focus on providing "help" and "break-fix" support. Help desks do not need to be IT specialized and can be used to support standard operational exceptions that occur across the enterprise—virtual participation by phone, email, chat, and other technologies.

Call centers are the most comprehensive in the scope of the problems to be covered, including technical and non-technical issues. Call centers do not interact directly with applicants and always use some form of intermediary technology to drive engagement.

The IT Help Desk Service focuses solely on supporting IT services but handles both reactive "help" services and support for day-to-day tasks such as resource provisioning and access management. It can be a remote operation like a call center. Those familiar with ITIL may say that help desks are tactical, and service desks are strategic. This depends on the organization.