Outsourcing IT solutions have helped many companies upgrade their automation efforts. It is not only a financially sound decision, but there are also many benefits to trusting a third-party provider in implementing IT-related services. A growing company, for instance, should consider outsourcing a helpdesk provider, especially if the following needs are present:
- Lacks technical aptitude
- No internal customer support dedicated to IT concerns
- Pain points in IT management
- Impractical cost of setting up an in-house service desk
- Lacks diversity
These needs, along with the desire to guarantee high-quality output, are excellent reasons to look for a provider that offers the best IT solution.
Different features of a help desk software Service desk solutions are the umbrella category that includes all kinds of help desk software. Although it is common to use these terms interchangeably, help desk software pertains to the system that primarily resolves customer concerns. At the very least, the primary task of a help desk software provides a point of contact for users. When you are outsourcing a help desk solution, you need to ensure that the following basic features are present.
- Ticketing system. A core function of a help desk system is the ticketing software. It tracks, sort, manage, and search logged issues. The system often includes some type of tracker that assigns a unique code for each concern. The two objectives of a good ticketing system are – meeting service delivery timelines and making sure that all queries are addressed.
- Multiple contact points. Users should have various ways to contact the help desk team such as through phone, email, and chat. Multiple contact points provide the flexibility needed to increase productivity and efficiency within the team.
- Different levels for escalation. When escalating IT issues, there is usually a hierarchy followed. But, there are help desk software solutions that provide the capability to escalate directly to a manager when the need arises.
- User-friendly dashboard. The dashboard gives each IT agent seamless visibility into the entire system. User dashboards are typically equipped with quick-access tools and a summary of pending requests tabulated according to urgency.
- Built-in analytics. It is essential for a help desk software to have tools for analytics. These tickets provide excellent insight into how the company can improve external and internal processes. The feature should not only have convenient tools for visualization but be able to make a meaningful interpretation of large amounts of data.
- Automation. Repetitive issues and other simple tasks may be automated to increase resolution speed. Instead of having these simple tasks included in the general roster of tickets, the user can get assistance from an autoresponder. Similarly, administrative functions such as routing tickets from one agent to another may be done automatically to enhance efficiency.
In choosing a help desk software to outsource, it is possible that these features are already included. But there are also instances when individual features are added on depending on the client’s needs. So, which help desk software feature should your company outsource? The answer here depends on your organization’s current requirements. If possible, look for a scalable solution that allows for seamless integration of new features so that your company can scale up as the organization expands.
