Matt | 14 October 2020

7 Ways IT Support And Service Desk Can Help Your Business

No matter the industry you operate within or the products and services you sell, your business will use software in one way or another. Whether you are selling applications to customers or your team use IT equipment for their daily roles, someone is always going to find problems along the way.

Technology has brought endless benefits to businesses of all shapes and sizes, but it isn’t without its downsides. Even the most tech-savvy individuals can find faults and complications with a piece of software or a new system. Whether someone needs help setting a new account up, has found a bug in an application, or pressed a wrong button by mistake, it is vital that it gets resolved quickly and easily.

This is where an IT support and service desk comes in. An IT support and service desk is there to be the first point of contact for anyone having issues with their technology. Whether that is a service desk for your customers, your employees, or both, it is vital for getting issues resolved quickly.

A help desk of this nature is manned by IT professionals who have the skills and knowledge to get issues resolved and answer any questions that come their way. Here are just a few of the ways an IT support and service desk can help your business;

1.      Scalable Business Operations

One of the main aspects that can hinder a company’s growth is technological restrictions and limitations. When you have an IT support and service desk there to help, you can develop operational processes which are scalable and encourage business growth. A popular choice for scalable solutions is moving over to cloud-based solutions.

Cloud-based solutions offer a whole host of advantages to businesses of all shapes and sizes, but they aren’t without their issues. Employees who are new to working with the cloud and used to rudimentary tooling can struggle with the rollout of new processes. An IT support and service desk is on hand to make these transitions smooth and support the business as it grows.

2.      Performance Monitoring

These days, businesses comprise of many moving parts that integrate together. This is usually a combination of digital processes, technology, data and human interaction. With so many aspects to consider, these must interact seamlessly for effective results.

To make sure everything is working as it should and working together correctly, performance needs close monitoring.

An IT support and service desk is a great place to monitor all these systems and processes. IT specialists will be able to detect quickly and easily if anything has failed or gone awry in the business.

3.      Security Controls

When a business leverages technology resources, appropriate security controls must be put in place and maintained. Access to technology and data requires structured processes which are managed by an IT support and service desk. When security controls and user access is managed in one central location, it means the service desk team will be both consistent and efficient every time.

4.      Error Resolution

When problems arise when using technology, it can have a wide-reaching effect across the entire organisation. These errors could be technological or user errors, but the impact on the business will still be the same. An IT support and service desk will be the first point of contact for these errors and can assist in getting them resolved with minimal damage to business operations.

IT staff are able to perform essential triage functions and troubleshooting to determine where the error is and how to resolve it efficiently.

5.      Customer Satisfaction

Having an IT service and support desk within your business can help your organisation to operate more efficiently, boosting customer satisfaction rates. When your employees have the tools and technology they need to better serve customers, the level of service they can provide will be better than ever.

By providing an IT service and support desk for customers to troubleshoot your products and services, you can improve their satisfaction by eliminating frustrating errors.

6.      Employee Satisfaction

It isn’t just your customers that can get frustrated and angry with technology failures and software bugs. Employees are going to be happier in their roles when they aren’t faced with issues on a regular basis.

Not only that but if receiving IT service and support is quick and easy, there is no waiting around for troubleshooting and issues to be resolved.

7.      Boosted Productivity

Your business can operate more efficiently with IT service and support on hand to help. Your employees will be more productive than ever, reducing downtime and regular bugs. Every process and department in your organisation can run seamlessly and smoothly, and any issues that do arise can be dealt with swiftly by inhouse support.

IT Service Management Training And Development

Whether you already have an in-house team for IT service and support or are looking to hire new employees for the job, it is vital they have the appropriate training and education.

ITIL courses are perfect for those who work in IT services and project management and provide all the skills an individual will need for the role.

At TSG Training, we offer a range of ITIL courses depending on your requirements. Our ITIL 4 Foundation Course is an introduction to ITIL 4 and perfect for businesses that are trying to navigate the technological era.

Anyone looking to undergo management of a service desk will benefit from our Service Desk Manager course. It covers support methodologies and technologies, and the tools needed for IT support.

In addition to our courses, we also offer various free webinars covering a wide range of subjects, so you can make sure it’s the right training choice for you. Our ITIL 4 Foundation Webinar recording provides an insight into what is covered in this course, including key concepts of service management, key concepts of ITIL, the four dimensions of service management and much more.

For more information on our free webinars and IT service courses, get in touch with our expert team today.