5 Signs of A Good IT Help Desk
The world of computer technology has come a long way since the original machines built decades ago. Computers have become smaller, faster, and more accessible. However, most people still don’t understand the specific ins-and-outs of their computer, whether it is at the office or at home. Because advancements in computer technology are being made faster than most people can keep up, it is becoming more and more important to have a dependable, knowledgeable IT (information technology) help support system. IT help desks can keep businesses running smoothly and help personal computer users avoid having to replace their machines.
Most business owners will tell you that without their computer they would not be able to efficiently and effectively run their business. And most people would agree that a personal computer at home opens up a whole new world of communication, allowing them to access information and keep in touch with people from around the globe. It follows, then, that IT help desks are the lifeline to the computer world.
Over the last few years, IT help desks have matured. In their infancy, IT help desks involved a single individual who fielded calls and answered IT questions. As more and more companies provided computers to their employees and as systems became more affordable for the average person, these staffs have grown into full-fledge companies that have only one purpose: to help you solve any and all of your IT problems.
So how do you know whether your IT Help Desk is a good one? Whether you have an in-house team or a hired IT support service there are 5 signs that they are worth their salt.
- Knowledgeable. An IT help desk can employ hundreds of people to field your calls, but if none of those people know what they’re doing they won’t be much help to you. A knowledgeable staff is the first thing you should look for in an IT help desk. The staff should be able to walk you through troubleshooting issues and understand your system and network with ease. They should be able to tell you specific examples of networking or systems issues that they have worked through in the past.
- Available. Computer malfunctions can occur day and night, and if your IT help desk is only available during specific hours you may lose time and money simply waiting around for someone to be able to take your call. Make sure your IT help desk is available twenty-four hours a day, seven days a week.
- Local Access. Find an IT help desk that has local access to your business or home. If you experience difficulties that require hands-on repair, it won’t do much good if your IT help desk is located overseas. Using local access IT help desks is also a great way to support local business and keep your hard-earned money in your own community.
- Proactive. It is extremely important for your IT help staff to not only possess the knowledge to accurately assess your problem, but also be able to identify potential threats to your system and find ways to steer clear of them. By analyze trends in user activity and network accesses, a good IT support staff will be able to foresee potential problems, identify the root cause of certain problems, and help system users eliminate those causes. This can save a company significant downtown, a potential blow to the bottom line.
- Personable. IT help desk staffers are going to be on the receiving end of calls with highly stressed, panicked or frustrated individuals. A good IT support person will be calm, understanding, easy to understand and thorough. They should understand the potential strain an issue may have on a company or an individual and be able to work through it quickly without getting worked up or frustrated as well.
In short, a good IT help desk can save you money, time, and energy. But not all IT help desks are created equal. Look for a company that will tailor its IT support to your business or personal needs. Look for a company that offers round-the-clock on-site, online, and telephone support. And most importantly, look for a company that isn’t going to charge you an arm and a leg for basic IT help desk services. With a good IT help desk, there’s no limit to what you can accomplish. Without one, however, you are truly on your own.
~Ben Nystrom, 2009
