What is a Helpdesk and What Do IT Helpdesk Services Involve?

In today’s ever-developing economic and technological times, companies must function efficiently – in terms of sales, finance, and technical aspects. Regardless of the size of the enterprise, it is obliged to ensure convenience and functionality of technical solutions for its employees and clients at every stage of cooperation. For a company to operate efficiently and effectively, it must take steps to resolve potential technical problems and malfunctions. These activities are handled by the help desk department in small and large companies and corporations. Below, we explain what a helpdesk service involves, what tools it uses, and what benefits it brings.

What is a helpdesk?

A help desk is nothing more than technical support, ensuring the company’s effective and smooth operation. In other words – the main task of a specialist from this field is to solve current problems and provide technical support to clients or company employees. Why should a help desk department operate in every company, even a small one? The answer is trivially simple – technical problems are almost unavoidable. That is why it is so important that an enterprise can rely on the help of specialists with appropriate knowledge on the subject.

A help desk helps to ensure high-quality customer support. Given that we currently live in times where you have to “fight” for the customer, the individual experience of the buyer becomes an opportunity for the enterprise to win over potential loyal recipients. To achieve this, however, the customer must be satisfied with the help received: whether it is in the form of an answer to a question, an explanation of the cause of a malfunction, or informing them step by step about what they should do to eliminate the problem. A positive customer experience can influence the overall image of the company and also make them less likely to switch to the competition.

A help desk supports the company’s operations both from the client’s side and from the company’s employees who struggle with technical problems. The main goal of the support department is to resolve all technical and technological crises. Defining “help desk” broadly covers these essential functions. It’s truly the help desk that keeps operations running smoothly.

What is included in IT helpdesk services?

The scope of technical support services in individual companies may vary. Much depends on the size of the company and the target group of clients or potential clients, as well as the technical needs they generate. An important factor is also the nature of the company’s services. Internet store support will generate different technical problems than a supermarket chain, a car manufacturer, a brokerage house, or a metal products factory. These variations highlight the different types of help desks that can exist.

A help desk most often deals with managing problem reports – solving them, reporting them, and escalating them, i.e., transferring them to a more advanced specialist in a given matter. The help desk explains how to proceed to eliminate a given problem or does it remotely themselves. Help desk support is crucial for maintaining operational continuity. Help desk services also include ongoing informing of both employees and clients about upcoming technical works or failures that have just occurred, and when the malfunctions will be repaired. This is a core part of the support process.

Thanks to the technical support department, the waiting time for a response is significantly reduced, and all inquiries or incidents are directed to an established group of persons, which helps not only in the more efficient functioning of the company but also in increasing customer satisfaction with problem resolution.

Thanks to special software, the help desk system tracks alerts about detected irregularities, which are immediately analyzed, followed by the implementation of adequate actions. The help of a help desk specialist proves invaluable in the case of sudden technical problems in an external company. IT support is not limited to receiving reports and taking actions related to maintaining a stable IT working environment. The tasks of the so-called help desk employees also include empathetically listening to the person reporting the malfunction and assuring them that appropriate steps will be taken to eliminate them. The help desk system responds to emerging problems and provides remote or office support for incidents reported by clients and company employees. Help desk agents, in addition to solving technical problems, provide consultations, configure equipment – in other words, they provide both substantive and technical assistance. This comprehensive approach to service management ensures smooth operations.

Who works in the IT helpdesk department?

A company can employ suitably qualified employees, who together form an internal support department. Helpdesk service can also be outsourced to an external company. Outsourcing is currently increasingly popular due to the possibility of precisely matching the appropriate offer to one’s requirements and specific needs. A support team – whether internal or external – must have certain characteristics, without which technical support work cannot be performed.

People working in helpdesk are primarily graduates of technical fields such as computer science. Although a specialized education is important due to the acquisition of required knowledge and theory, experience and practice are equally important. Support agents must be able to recognize a given problem and solve it efficiently or pass it on to the appropriate specialist in that field.

They should also be characterized by high communication skills and patience in contact with employees from other departments and clients who are not very familiar with technical topics. The best help desk agents are distinguished by their ability to practically apply their knowledge and effectively resolve inquiries, which in turn ensures the smooth operation of the company.

Tools used in helpdesk

A help desk primarily uses help desk software for incident management. Currently, many such systems operate on the market. Examples of such systems include: Zendesk, OTRS, FreshService, Freshdesk, or Service Desk Plus. These are examples of features and software crucial for modern help desk operations. Their task is to organize reports (tickets) and escalate them, i.e., transfer them to a higher support line depending on the difficulty level of the report.

Support departments also use tools supporting office and inventory work, e.g., Samanage or Agiloft. These solutions offer broadly understood automation, which contributes to maintaining work fluidity. This dedication to efficient service management is vital. Important applications also include those that enable remote access to the system. These include, for example, TeamViewer – a versatile tool that allows, among other things, remote handling of presentations, providing technical services on unattended computers, and conducting online meetings.

The technical support department also uses tools that help track malfunctions and errors. Mantis Bug Tracker or Bugzilla allow reporting errors detected on client servers. Tracking errors and managing projects is also possible with Jira Service Management. New modern tools are constantly emerging that are helpful in helpdesk. A proper analysis of company requirements will help determine which ones will work best. Contact our company, and we will help you choose the best solution.

What is an IT ticketing system and how does it work?

Support department employees operate based on a ticketing system, commonly referred to as tickets. Each case is assigned a priority: from the simplest inquiries to urgent matters and issues requiring specialized, comprehensive service. Technical problems, complaints, or questions about orders are usually reported there. Cases directed to the help desk are divided into three main categories:

incidents – relate to failures, malfunctions, and all other technical inconveniences affecting the quality of services,
change requests – relate to all inquiries regarding the services provided and changes in their scope, e.g., increasing limits or upgrading to a higher package;
service requests – relate to consultations, substantive inquiries, and advice on the services provided. The ticketing system enables reporting cases through all communication channels available in a given enterprise:
- hotline,
- email,
- chatbot,
- chats,
- messages in social media. This allows the help desk portal to help organize various types of support. It can also send support emails automatically.

Nevertheless, a case in the help desk is usually reported in two ways: by phone or by email. It is placed in a queue, which prevents it from being overlooked or taken on by two employees by mistake. After starting to handle a given report, it can be assigned a status depending on the level of its resolution. If the report is simple and does not require involving other specialists, it is quickly resolved and assigned the status “Closed” or “Completed”. However, in the case of more complex reports, the initially assigned status “Open” remains in this state longer because the report escalates to a higher support line. Most ticketing systems operate based on a hierarchy of support. The system architecture is divided into 3 lines of support. This tiered approach to service desk operations ensures efficient problem resolution. This is often referred to as a help desk and service desk model.

first line of support – this is where less complicated reports go. Employees solve simple problems, have basic permissions, e.g., to grant licenses, create accounts, or block users. As needed, they redirect reports (support requests) to individual specialists or other departments, e.g., sales or accounting. This level of help desk provides initial assistance.
second line – experts who are entrusted with most technical matters requiring specialized knowledge or skills in the scope of offered services,
third line – the last bastion of technical support. This group includes administrators who have the highest level of authorization to control services. The ticketing system allows organizing reports from both clients and employees, hierarchizing them according to criteria of importance, urgency, or other indicators, and controlling their flow. It is an indispensable element of a help desk, needed in enterprises of every industry. Help desk functions are diverse and critical.

Advantages of using helpdesk services

It is already known what exactly a help desk does and what functions it performs in a company. It is worth presenting now how the tasks of the support department positively influence the functioning and development of the enterprise.

Increased employee efficiency

Employees who do not have to struggle with damaged equipment or email have more time and motivation to focus on their tasks. Quick response and problem resolution by experienced support team staff contribute to the productivity of the entire enterprise. This enhances the overall service experience. This leads to a successful help environment.

Customer satisfaction

Efficient problem explanation or dealing with irregularities maintains customer satisfaction. And as you know – a happy customer is a loyal customer. Failures, malfunctions, and other technical problems happen everywhere. However, it is up to the company how it approaches solving them. Dismissing clients and shifting responsibility for them will not serve either party. That is why sincerity and respect of help desk agents in contact with a dissatisfied customer are so important. Establishing a positive image of the enterprise in the eyes of the customer is a task as important as technical assistance. The customer service help desk excels here, ensuring a positive customer service experience. This helps help customers feel valued.

Established protocols and division of activities

For a company to operate smoothly and without downtime, the help desk must be like a well-oiled machine. All actions are taken in accordance with the hierarchy of importance, responsibility, and according to an established protocol. This means that support department employees are obliged to act in a way that aims to resolve the report as quickly and meticulously as possible. Structuring support processes is vital.

Quick reaction to all malfunctions and failures

The activities of the support department are based on service agreements. Most often, these are documents such as SLA (Service Level Agreement), OLA (Operational Level Agreement), or UC (Underpinning Contract). They define the conditions for providing services and their service level. In practice, they determine, for example, the maximum response time to a question or problem report. Depending on the initial agreements between the entities, this time can range from one hour to one day. These agreements clearly guarantee the customer the quality of services they can expect. Thanks to the efficient operation of the ticketing system, the decision-making chain is significantly shortened. Along with it, the time to solve the problem, repair the failure, or provide an answer is also shortened. Company employees know which department to go to for technical assistance, just like customers who receive information about it on the company’s website. Thanks to the automation of the reporting system, all irregularities are detected instantly, which allows for precise and effective transfer to the appropriate unit in the help desk. The reduced ticket volume for recurring issues further boosts efficiency. This also supports service level objectives.

Good practices for implementing a helpdesk

At this stage, it should already be clear – a help desk is a necessary investment that will improve not only contact between the company and the client but also between the company and the employee. We have already explained the tools used by the support department. What should you focus on when implementing a help desk? What actions will bring tangible benefits to the company? These are all part of best practices in service management.

Appropriately selected software

Without appropriate software, a help desk cannot function. Choosing a system is a basic step that should be taken when creating a technical support department. Currently, there are many programs on the market that fulfill their purpose. The question that should be asked is: what will my company gain most from? Simple integration of many communication channels? Ease of implementation? Or maybe data protection or automation is the most important? Selecting the best help desk software is a critical decision. The help desk software you choose heavily impacts future desk operations.

SLA service agreements

Agreements establishing the service level of services are a necessary element of every help desk. Formulating factors such as the maximum response time to a report or the complete resolution of a ticket allows for enforcing the previously established agreements in the future. It also helps in setting KPIs and analyzing their effectiveness.

Knowledge base

A comprehensive knowledge base and answers to frequently asked questions will allow for faster provision of answers to clients and employees. However, it is important that the information contained in the database is detailed, organized, and clear so that everyone can easily assimilate it. This enables help employees to find the help they need quickly.

Feedback from clients and employees

Feedback on the service quality is important because it allows identifying gaps in operations. Then, solutions can be implemented to improve the entire technical support process. Even a simple request to complete a short satisfaction survey after a completed report can help detect any shortcomings and elements requiring improvement. This direct feedback enhances the support experience.

Cyclic training

Skills should be developed. This applies to every field, but it is especially important in the context of technology and technology. In the modern world, progress occurs constantly; new solutions are developed, new systems and software are created that support work in the technical support department. Providing employees with access to education and acquiring new competencies is a well-paying investment.

KPI tracking

KPI, or Key Performance Indicators. Key Performance Indicators are metrics that allow evaluating and measuring the level of achievement of previously set goals. In the case of a help desk, this refers to tracking the results of actions taken every day. It is worth tracking metrics such as: report resolution time, SLA breaches, or the average number of reports per month. Their accurate analysis can contribute to the implementation of new rules, guidelines, or recommendations for department employees. This helps track metrics like ticket volume.

Macros

Macros, i.e., ready-made, pre-defined response formulas, help automate and standardize the way of responding to reports. Thanks to them, a help desk employee can instantly react to a new ticket, without wasting time formulating an appropriately structured response. Creating a catalog of ready-made formulas for individual inquiries supports the functioning of the help desk.

Department architecture

Dividing the technical support department into 3 lines is currently one of the most practical and effective solutions. In this way, each employee is assigned to a level corresponding to their skills. Starting from the first level, dealing with the simplest reports, through the second level specializing in a given field, up to the third level – administrators who oversee the first and second lines of support. This tiered approach is a hallmark of an efficient service desk. It is often referred to as a help desk and service desk model.

Right people

Well-selected employees not only in terms of knowledge, skills, and experience but also in terms of numbers. If you run a large, international company, one or two employees, no matter how brilliant, simply won’t be enough. That is why it is so important to adapt the size of the support department to the company’s needs. Choosing the right help desk solution involves selecting the right help desk system and help desk team. This also applies to choosing the right help desk software.

Does every company need a helpdesk?

A help desk is a centralized point of contact for users. It provides technical support and assistance to help solve customer IT-related issues. Help desk roles and help desk functions are crucial for modern businesses. Help desk managers play a key role in overseeing help desk performance and managing help desk queues and help desk tickets. The goal is always to choose the best approach for each organization’s unique support needs.

Help desk helps maintain good and functional relationships with clients and employees, which translates into building a positive company image. To the question: do help desks important? We answer: absolutely, yes! But it doesn’t have to be a help desk consisting of several dozen people. A small company may be satisfied with a few committed, competent people. Large companies sometimes prefer to focus on outsourcing, which saves employee working hours from other departments. A help desk can take various forms – from a department organized internally to help desk outsourcing. It is up to the company how this cooperation will look. However, there is no doubt that the modern world requires companies to implement activities characteristic of a support department.

If your company is considering launching a help desk in a short time and without investing in tools, arrange a free consultation. Together, we will check how CCIG Group services can add value to your enterprise.

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