Software glitches, hardware malfunctions, and other technical issues are inevitable aspects of business operations. Organizations seek to invest in information technology helpdesks to manage them.
Read on to discover some of the dos and don’ts of getting IT help. This can help you optimize your company’s resilience and productivity and enjoy faster response times.
IT Helpdesk vs IT Service Desk: What Do You Need?
While IT help and service helpdesks aim to support requests for efficient IT operation, they differ in focus and scope. Let’s see which option best suits your IT needs.
What is an Internal IT Helpdesk?
IT helpdesks are the primary point of contact within organizations where employees can seek assistance with IT-related issues. These support teams handle requests and inquiries, often with a ticketing system, to ensure smooth operations. The goal is to optimize resolution time per the service level agreements (SLAs).
Tech helpdesk teams may also provide support through self-service portals and knowledge bases. While prior experience can be beneficial, entry-level IT desk help roles may not always require it.
What is an IT Service Desk?
IT service desk supports an organization’s overarching IT service management. The teams address helpdesk tickets while managing and aligning IT services with business objectives.
These all-round IT management capabilities include service requests, user training and communication, incident management, problem resolution, change management, and asset management processes.
Pro-tip: For prompt real-time assistance with day-to-day IT issues, go for IT helpdesk. IT service desk is more suitable for organizations seeking a strategic partner to drive ongoing improvement.
4 Dos and 4 Don’ts of Seeking IT Help
Whether through an IT helpdesk or an IT service desk, seeking IT help requires a well-planned strategy to maximize your IT investment. Here are 8 dos and don’ts to remember.
Dos
- DO provide detailed information. When seeking support, specify and clarify the IT issues you have to help the support team understand and address them more effectively.
- DO communicate everything. Discuss your requirements, expectations, and budget with potential partners to guarantee alignment and avoid misunderstandings.
- DO keep records. Maintain a written record of all communications, quotes, and agreements for future reference and accountability.
- DO your research. Leveraging online resources and reviews to gather information and insights about potential IT support providers.
Don’ts
- DON’T delay reporting issues. Don’t wait until IT issues escalate or become critical before seeking support from external customer service providers.
- DON’T ignore policies. Don’t overlook policies, terms, and conditions outlined in service agreements. Misunderstandings in service delivery can lead to subpar performance or service disruptions.
- DON’T assume solutions. Avoid assuming all IT support providers offer the same services or solutions without conducting thorough research and due diligence.
- DON’T neglect updates. Verify that your provider stays current with the latest desk software technologies, updates, and security patches.
For prompt and reliable IT support helpdesk services, consider partnering with 4BIS. From data recovery and cybersecurity to business continuity and data backup solutions, learn here how we can help drive your business forward.
