A help desk is your first line of assistance when you are having a computer problem. You log a ticket and the help desk does its job. They handle everything from login lockouts to server troubleshooting. However, they can do so much more. So, are you getting everything you should from your current help desk? If not, it’s time to find a new one from a reliable IT support firm in Fort Lauderdale.
Help desks have evolved from just being there to collect tickets and pass them off to technical support. Besides being the place where you log a ticket, they should provide other services.
Making the Most Use Out of Downtime
Whenever an employee is out of the office or experiencing a technical problem, that's the time when the helpdesk should be installing updates and doing routine maintenance. Planned updates should happen at night or on the weekends. But, the small updates and administrative tasks can happen whenever a helpdesk technician is working to resolve a problem.
Educating Employees
Human errors are the most common way hackers gain access to company systems. When a technician is working with one of your employees, that's prime time for providing a little education about security or other critical topics. This one-on-one interaction is more likely to stick in the employee's mind than sitting through hours of cybersecurity training.
Easy Troubleshooting
All information gathered fixing a problem should be logged into the tracking ticket. With this information logged and added to the knowledge base, it becomes easier for technicians to troubleshoot similar problems in the future. If the only resolution logged to a ticket is that the problem was resolved, a wealth of knowledge is being lost, making it more difficult to handle future issues.
Identifying Trends
Every ticket should be categorized before it's closed, according to IT support firms in Fort Lauderdale. This categorization offers a way to identify trends that might be occurring in the infrastructure. For example, if there is a sudden spike in tickets that involve network slowdowns, there may be a problem with a router, a hidden malware infiltration, or a change in the volume of data being handled. All of these require investigation.
You should expect your help desk to offer more than just a place to log a problem before waiting on the IT team to fix it. The help desk should keep systems up to date, pass on useful knowledge to employees, use past problems to troubleshoot new ones, and identify trends that might indicate a bigger problem. If your help desk isn't doing this, it's time to upgrade. Contact us at Nexxen Technologies, Inc. today, the leading IT support firm in Fort Lauderdale.