As modern companies become even more IT-reliant, an IT management solution that helps them to better cope with and control technology risks are proving to be highly indispensable. With IT organizations facing day-to-day issues that are becoming more and more complex by the day, attending to each user complaint can be an overwhelming task, notably when the lack of resources comes into play. Acknowledging this situation, companies are turning to service desk software – the vehicle through which companies connect with their customers and likewise, for proactive problem and incident resolution that results to increased service levels.
In a maturing market, new and established organizations alike do not underrate the key role that cost-cutting plays in obtaining investment returns. As such, it is not uncommon for companies to take expenses into consideration when checking out help desk software.
A single service desk software with top features that makes excellent technical support possible offers the potential for companies to make the most out of their money, while ensuring that efficient services are provided for patrons. Here are six essential service desk software features that IT organizations should be on the lookout for to benefit the various aspects of their business:
- Outstanding Tracking Ability
When responding to generalized technical issues, the importance of efficiency in the management and tracking of incidents cannot be overstated. The ideal help desk software should have an impressive capacity to record, track, log and monitor technical issues as they are reported. A highly capable tool should be able to analyze the IT incidents as they are being tracked and processed for quick addressing by the IT department at a given period.
- Sound Historical Incident Database
Much as the tracking capability of service desk software matters, the dependability of its knowledge database that reflects a comprehensive record of reported issues – and to which customers will be referred to – is a fundamental feature.
- Quick Access to Statistics and Metrics
Help desk software should allow for the analysis and evaluation of responses to, and treatments of, any and all reported incidents. By way of showing graphics, statistics and customer feedback, IT technical support and managers are able to assess their own performance.
- User-friendly Interface
Customers can be impatient when it comes to navigating a help desk portal. As such, IT companies should aim not only to track and address user-reported incidents quickly, but also ensure that each time a customer makes an IT incident report, they experience convenience with a modern, easy-to-use interface. Service desk software that offers a highly friendly UI also benefits organizations by freeing them from deployment complexities.
- Quick Implementation and Support
Help desk software that entails simplified and quick implementation will require an IT organization to spend less time and effort on making the tool work, thus allowing them to reach instant benefits without the often expected surge in expenses.
- Founded on Best Industry Practices
Service desk software – or any IT management solution for that matter – that is based on industry best practices deserves a second look. A help desk tool that is founded on Information Technology Infrastructure Library recommendations helps companies deliver the agreed and expected levels of services to customers and users.