What is the IT help desk and what are its advantages?

The help desk, also known as the service desk, is a first level support service for users that allows them to solve problems or receive important information. The final results are improved productivity, increased turnover, clear cost reduction and greater customer loyalty.

The IT help desk can be confused with customer care, but they are two different things. The first provides targeted support to the customer on specific and more complex issues, while the second offers generic support without the need for specializations.

The meaning of the help desk: first and second level

The help desk can be divided into a first and second level, according to the complexity of the problems to be solved. First level assistance involves the opening of a ticket associated with a unique code, through which the solution to the problem is sought. Where the issue is resolved, the ticket is closed, while where the issue continues to be a problem, the file passes to a more competent or specialized staff member. In this case, this is referred to as the second level help desk.

We at We Are Fiber specialize in providing first and second level help desk services and use forms of multi-channel assistance, such as chats, web chats, video chats, social chats and the chatbot. To understand how this process works, how to apply, and what the IT help desk  is, get in touch with us at We Are Fiber. In particular, we deal with outsourced help desks, an increasingly widespread practice among the top companies across various sectors.

What are the benefits of an outsourced help desk?

Using a help desk works to the benefit of each employee, where there are tangible advantages for the entire company in terms of a positive impact on productivity and cost reduction.

In addition, companies are able to optimize investments, better manage personnel and acquire greater flexibility in the relationship with customers. Outsourcing help desk work allows the company to invest in other areas, thus focusing on its core business. Staff are relieved of excess work and can devote themselves to their primary tasks.

Another advantage not to be underestimated is customer loyalty, where customers appreciate both the speed and the top technologies of the tools used to solve a given problem. Loyalty today is a determining factor that makes all the difference, so it is indeed advisable to establish a relationship of esteem and trust with the customer.

Which companies need the help desk?

The outsourced help desk is a service recommended for all companies, but there are some in particular that cannot do without it. Businesses that possess a large number of customers have to handle a series of particularly high demands, which they don't always manage to meet in a timely manner. If the time to resolve a problem is lengthened, the customer tends to lose confidence in that company. The danger is seeing reduced productivity, poorer performance, and, consequently, a loss of customers.

Those companies that have to manage a large number of customers are those that work in complex businesses, such as IT, ICT, telephony, electronics, training centers and banking institutions. Even in the public sector, though, various organizations require outsourced help desks, such as universities, hospitals and public bodies.

How to manage the help desk service

The help desk service can be divided into three phases, namely call collection, call processing and call archiving.

In the first phase, it is important to listen to the customer, without jumping to hasty conclusions, in order to understand the user's problem in its entirety. 

In the second phase, it is best to end with a complete and satisfactory resolution of the problem for the user. If, on the other hand, it is not possible to solve the problem immediately, it is necessary to communicate to the user that the practice is to pass this along to the second level help desk, where timing concerning the resolution of the problem should be clearly communicated.

Finally, in the third phase, the problem is solved and, if it is rather frequent, it can be inserted into the "Questions and Answers" section of the site or social pages. In this way, users can find answers to their most frequently asked questions on the web, without excessively clogging up the help desk channels.

The improvement analysis

At the end of this process, it is essential to undertake improvement analysis. Through the help desk service, information regarding the company is collected, where the most widespread and frequent problems, as well as weaknesses and strengths, become understood. A sort of company check-up can then be carried out, so that it is possible to resolve critical issues, eliminate problems and reinforce weak points.

Based on customer requests, the business can come to appreciate which departments are less productive and efficient or which procedures are too slow and need to be enhanced. Such an improvement analysis must be done at least once a month in the presence of the entire help desk team, so as to analyze strengths and weaknesses together. A series of cases can be included in the aforementioned “Questions and Answers”, after which all the necessary countermeasures must be taken to reduce calls and therefore increase productivity.

The help desk is a specialized solution to increase turnover.

If you wish to design specific solutions for your business, contact us at We Are Fiber.