Finding the Right Help Desk Software

Posted on June 6, 2014 by · Posted in IT Help Desk, Web+Center

IT troubles can be absolutely crippling for a busy company. A problem with the network prevents employees from doing their jobs and slows down the company as a whole. Furthermore, resolving issues can be grueling if the IT team isn’t properly equipped. However, IT help desk ticketing software can ensure technology troubles don’t bog a company down.

mailDetermining Needs

Before looking at different vendors, it’s a good idea to ensure IT help desk software will truly help the company. Generally, IT staff can be overtaxed by frequent help requests, and ticketing software can alleviate some of the burden. For larger companies, it’s the difference between ensuring issues are seen and resolved and petitions becoming lost in a backlog of work. If the company has a high number of employees working at computers, help desk software keeps the IT department organized and effective.

Ticketing programs also streamline the technological resolution process. Automated requesting systems eliminate the need for prolonged communication, speeding up the rate at which the IT staff receives requests. The right software also handles all organizational and clerical needs, freeing the department to focus all its time and energy on keeping the systems running smoothly.

Tips for Shopping Around

Once the decision to use IT help desk ticketing software has been made, it’s time to begin looking at different software vendors. Choosing the right suite can be difficult, but knowing what to look for can help make it simpler:

 Ensure the software has the support it needs. A company depends upon its IT department to keep every aspect of its technological network operating smoothly and efficiently. As a consequence, the IT staff depends upon the tools at its disposal to resolve any issues effectively. They should also be able to depend on the support staff for the IT help desk software. Even the most expertly designed systems sometimes have hiccups, hence the need for an IT department in the first place. The software IT professionals use is no different, and it’s highly likely there will come a time when they need technical support themselves. If the software is malfunctioning, it is crucial to able to reach its vendor for assistance in getting it running properly again. A software designer with poor customer service could mean massive time loss when software support is needed. Ensure a company has a strong support and customer service program before committing to a purchase.

 Look for a level of customization. Typically, IT help desk ticketing software is designed to be used by companies in multiple industries. Though individual IT departments may look similar in most fields, different types of companies have specific networking needs that may be unique to their industry. Because most programs are meant to be usable by any company, a bare-bones approach to software design is fairly common. However, software worth the investment offers customization options to tailor its features to fit specific needs. Customizable software lets companies implement a system that guarantees an operational paradigm precise for a company’s preferred infrastructure. Getting locked into a software design with superfluous features – or worse, a design without the features a specific IT team needs – only causes more problems. Make sure that, if particular software doesn’t satisfy the company’s requirements, it can at least be customized.

 Consider purchase and licensing options. IT help desk software comes in two forms: purchasable suites and licensed uses. Though buying software may seem like the preferred choice at first glance, licensing program uses is not without its merits. Licensing software means there’s no need for an overhaul of existing infrastructure, saving the IT staff the trouble of installing and maintaining a new in-house system. Furthermore, if budgeting is an issue, licensing help desk software requires a lower initial investment. Usually operating on a monthly subscription service, software licensing is an affordable way of implementing a help desk program that can be easily managed while companies are still working to grow and expand. Licensing also allows for detailed analysis of how help desk ticketing aids the company before actually purchasing software, informing whether the product will be an overall benefit. Of course, purchasing software has its benefits as well. Though it has a higher upfront cost, buying a program suite means no recurring fees for the company. Having in-house software also means the company isn’t dependent upon a third party or their servers. Operational problems on the provider’s part can bring licensed users to halt, but internally managed help desk software removes the problem and ensures the program doesn’t go down due to events the company has no control over.

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by Lemonly.
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