How a Helpdesk Can Improve Your Business

IT technician working with customer

Imagine how hard business and life would be without anyone to turn to for help.

 

If your sink breaks, you call a plumber. If your car breaks down, you call a tow truck. If your cell phone is acting funny, you call the phone provider.

 

We all call for help sometimes.

 

When you’re at the office and your computer stops working, you squeeze the daylights out of a stress ball and wait for an IT person to help you.

 

But this type of break-fix thinking is untenable for any business that relies on technology to serve its clients. And these days, almost all of them do.

 

The technology needs of today’s business can’t be managed by a single person on your team, or even by a few individual specialists you call depending on what’s broken and how badly you need it fixed. Instead, companies should use a helpdesk TEAM for supporting their ongoing technology needs.

 

Why?

 

It’s simple: since a single technology issue in your business could be rated on a 1-10 scale with 10 hitting business critical, you need a TEAM that can adapt to the severity of your problem promptly, effectively, & affordably. You also need a simple, direct process to engage your helpdesk TEAM. How does one phone number sound for ALL issues?

Worried about business security? Get a free risk report without our technicians even setting foot in your office.

Relief for Your IT Support Person

IT technician
 

An IT specialist, despite what employees may think, doesn’t just fix things when they break.

 

Their main responsibility is to evaluate the technology needs of your company and improve ROI for existing services. It’s hard to think proactively when you’re fixing the printer or troubleshooting a failed application update. Not to mention the loss of momentum on projects that could be critical to your business, like implementing new sales technology or responding to a compliance inquiry. A helpdesk solution frees up your IT person’s time so that they can focus on big picture tech issues that have long-term benefits.

 

Tech Support for Your Employees

 

Employees need to be able to do their jobs and do them well. Everyone has had a computer freeze up on them in the middle of working on something important only to lose hours of progress because they had to force a hard restart.

 

The occasional hiccup with your technology won’t derail productivity, but when you multiply that by the number of systems, devices, and staff in your office, the occasional hiccup becomes a daily or near-constant occurrence.

 

Even if Kathy’s computer is working, she’s slowed down because Randy’s isn’t. In a small business, everything is so interconnected that even one broken link weakens the entire chain. Over time, this erodes employee morale and results in antagonism between your team and its tools. One of the key burnout ingredients is having all the accountability without any of the support to change your situation.

 

An IT helpdesk solves this problem by providing your team with 24/7 support. About 90% of IT problems can be fixed remotely, so there’s a good chance your employee will be able to get back to work as soon as they hang up. Instead of feeling like you’ve asked them to climb a hill with a boulder tied around their neck, they’ll start to feel like they’re using state-of-the-art gear.

 

Managing Vs. Maintaining Your IT Infrastructure

laptop
 

Regardless of how advanced their skills are, one IT person is not  able to do much more than keep your lights on.

 

This has become status quo for many companies because they don’t know there is a better way. A break-fix IT person cannot perform the functions of a helpdesk. They aren’t able to see the hidden ways your small business could improve the results of its technology investments, but a helpdesk will.

 

The Benefits of a Managed Service Provider

 

A managed service provider (MSP), the type of company behind a helpdesk service, works cooperatively.

 

It leverages a variety of experiences to develop best practices that can be shared with every client. By aligning yourself with an MSP’s helpdesk service, you tap into a wealth of IT knowledge and solutions. This can be a powerful competitive differentiator if other companies in your space lack the same insight.

 

Support for Business Leaders

 

Business owners in Vermont have to wear multiple hats throughout the day.

Some of them even have to play the role of tech support. And they are tired of playing switchboard operator when the printer stops working or malware takes down computers on the network.

 

You want to manage your business, not the technology you use to run it. How can you get anything done if you’re always fielding emails about Wi-Fi passwords?

 

Business leaders feel the pressure when it comes to cyber security. Small-to-midsize businesses are more likely to be targeted by cyber criminals. There’s no shortage of stories about data breaches, spam campaigns, and phishing attacks.

 

A helpdesk answers the questions of, “Who’s paying attention to my security?” and “Who’s protecting my employees from themselves?” Instead of having to answer, “No one,” or “the computer person?” you can rely on an experienced team to solve your problem.

 

It Scales with Your Needs

 

Most break-fix services will respond to your request for help with a set of hours based on what you called about.

 

Their prices will reflect both your urgency and the complexity of your problem. It’s like a plumber saying, “Well, if you ever need anything, just call. And if it’s a leak, I’ll be there within the hour, a clog and I’ll be there in four hours, broken porcelain will be eight hours.” Plumbers don’t do that. But for some reason other service providers do.

 

With a helpdesk, if you have a single issue like your receptionist having a frozen screen, they might get the receptionist on a back-up computer or move them to another station while figuring out that one issue. It might take a day at most, but her work won’t be interrupted, and no other critical part of your business is impacted.

 

On the other hand, if your network is down or nobody can access a point of sale (POS) application, then you’re going to have multiple technicians working to get you back up and running right away. All within the same overall helpdesk plan. It’s the scaling service that you don’t get with one break-fix support person.

 

Ultimately, a helpdesk is an effective and predictable way to provide a customer service line for your staff that protects your business and prevents technology from becoming a drag on team morale. Small businesses in New England face daily challenges and distractions. Why make computers a source of stress when you depend on them for everything?

 

Having access to a helpdesk team with 100 years of collective experience in the industry could also add value to your operation. Empowering employees with a helpdesk to call when they need it, keeps them from jumping through internal jumps to get support. Your customers will feel this immediately because they will get better service. When your employees are getting better service, your customers will feel it and in turn get better service from your company.
 

 

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