5 Top Ways a Help Desk Can Help You
IT help desk services provide a single point of contact that helps resolve technical issues for an organization. They serve as a self help knowledge base to resolve problems quickly so that end-users of an organization can get back to their usual operations. The information gathered during problem resolution can help resolve future occurrences of the same issue efficiently. A help desk also keeps information about users’ accounts and passwords. Although some organizations are reluctant to invest in a help desk initially, the benefits usually outweigh the costs, and institutions can save money in the long run.
Higher Customer Satisfaction
Rates
Customers like to have a single support platform to contact during technical issues, and they like immediate assistance. Institutions with their own IT support staff are often slower while responding, and the staff doesn’t always have the expertise that an IT help desk agent does. That’s why having a robust IT help desk support in place ensures that your end-users are happy and your customer satisfaction rates are up.
Frees Up Your Staff
When an IT help desk takes care of all your institution’s technical problems, your in-house employees are free to focus on more profitable endeavors. This increased productivity leads to more revenue, which offsets the cost of the IT help desk and benefits the organization. Your employees also benefit since they’re doing what they’ve been hired to do instead of managing technical support crises.
After-Hours Help Desk Support
Exigencies can occur anytime. There might be a network outage. An institution’s LMS can stop working. A student’s laptop might become nonfunctional. In case of any such downtimes, if your institution doesn’t have round the clock help desk support, your end users might have to wait overnight or maybe even over a weekend to get their issues resolved. Institutions that outsource their IT help desk can provide customers round-the-clock assistance.
Help Desk
Proactive Interventions
IT Help Desk Services gather information every day resolving technical problems. This information helps resolve future problems quickly and even prevent them from occurring. IT help desk does this by running performance reports that show the computer systems and hardware that tend to have issues.
Help desks also keep historical logs of past problems. These logs help when the same problems happen again. Help desk services can see what resolved the issue the first time and take the same action for a faster resolution.
The bottom line is:
A robust IT help desk support ensures the immediate resolution of end-users’ issues. It frees up the on-site IT staff to focus on more important tasks at hand while ensuring the systematic resolution of technical problems at an institution. Besides making your end-users feel cared for, good IT help desk support provides a significant ROI for the user-institution. Increased revenue offsets the help desk costs while increasing the operational efficiency at an institution.
Anthony Banford is an esteemed executive with 19 years of experience in technology, consulting, and education. He begins his latest chapter as Chief Revenue Officer at BlackBeltHelp, aiming to innovate in the higher education support industry. His move follows a successful stint as Head of Revenue at StudentBridge since March 2023, where he significantly contributed to the company’s merger with Full Measure Education, enhancing its service offerings.
Todd Hollrah joins BlackBeltHelp bringing 25+ years of experience managing service delivery operations for several Fortune 500 clients around the globe. After a distinguished career as an executive in the BPO industry, Todd will provide critical insight into building an exceptional customer experience combining both live voice and automated solutions.
Inspired by a family computer that always needed fixing, Chris Uthe has submerged himself in business and technology for the last 20 years. His first company, a PC repair and networking business, was started at just 16 and successfully fueled a deep interest in solving problems as he helped business customers throughout his hometown adopt technology into their business. He would go on to successfully run a media & managed IT company before joining the Ed Tech industry with a successful 13-year tenure within an ERP/SIS company leading the Student Portal & Learning Management division. His last startup, EdSolio, helped to fuel the winds of competency-based education by providing a comprehensive view of a student’s work and achievements. Chris is now focused on creating successful learners by ensuring the highest quality help and support through the use of AI backed toolsets spending the last 3 years in the student engagement and support markets.
Quaiser Absar is the Chief Technology Officer and Director of Institutional Computing at Shenandoah University in Winchester, Virginia.
Bringing in over 2 decades of experience with him, Manish has ensured seamless operations in terms of client delivery, reporting & analytics, quality, training, and transitions with a special focus on technical integrations to help reduce costs and improve the bottom-line.
Anthony has served higher education in diverse, leadership roles for over 30 years and has helped organizations thrive through his expertise in developing, analyzing, and executing growth strategies. Prior to joining BlackBeltHelp, he served in College Administration as well as in leadership roles within Blackboard Student Services and Ellucian, Inc.
Accomplished IT Specialist and Manager with extensive experience in a higher education setting and demonstrated abilities to effectively manage both student and professional staff. Self-motivated problem solver, who is skilled in managing many issues and prioritizing their importance to find resolutions in a timely and effective manner. Possesses strong abilities to adapt to new technologies by extrapolating from existing experience. Possess first-rate communication and collaboration skills to work with diverse groups effectively.
Lila Buytendorp has been serving as the Director of User Services at Moraine Park Technical College (MPTC) since 2000. In this role she is responsible for staff & lab desktop computing and end user support. She guides and supports technology based on the curriculum needs and ensures technology is implemented to support the emerging needs of the college. She builds and supports integrated systems to improve efficiencies and uses technologies to support data-driven decision making. Lila is a member of the Capital Projects Planning and Design Committee to ensure new or remodeled facilities have appropriate technology.