Help Desk Software Central

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 Help Desk Planning - how to make the right choice

A Message to all Help Desk Managers
If part of your job consists of help desk planning, or if you are involved in the IT industry, a good chunk of your attention should be dedicated to your helpdesk employees. You want them to be effective, productive and happy, so you want the most out of the helpdesk software that they use. Good help desk software is a key component of good help desk planning. So if you have reason to believe that your help desk software is below standard, it’s time to upgrade. Focusing your immediate attention on implementing a good helpdesk software system now, will mean next to no attention directed toward it in the future.

When undertaking help desk planning, there are a number of things to consider. You must realize that there are numerous help desk systems on the market today, and choosing the right help desk software is no easy task. When considering the various costs and features of the help desk software available, as well of the needs of your company it’s difficult to find the perfect balance.

Do not settle for second best!
There is so much competition within the help desk industry, that helpdesk software is constantly being improved and new innovations constantly being developed. After all, is there any more important industry than helping customers? With this in mind, a key thing to consider is how up-to-date is the help desk software that you are planning to purchase? If a help desk company doesn’t keep its software current, they will fall behind in the industry. If you are using help desk software from a company that is lagging, your company will lag behind as well.

Help Desk Software Central understands this, and constantly strives to remain at the top of the helpdesk market making us an easy choice when help desk planning. We know that the way to keep customers happy is to create IT help desk software that helps IT departments do more with less, because this is exactly the kind of results that they are under heavy pressure to achieve.

Here are some key points to consider when help desk planning:

The size of your staff
Larger companies with various regional offices will require remote help desk software that connects to a remote server database through use of a password. All information collected from one office can be uploaded to the remote server and shared with any other office. Another benefit of a remote server help desk application, is that if there is that a disaster in your office, for example a fire, all your company's help desk related information will be safe on the remote server.

Training Difficulty
The larger the staff the longer you take to get everybody on the same page. To minimize the amount of downtime spent on training your staff, he should focus on helpdesk software that has "ease-of-use" in mind.

Tracking features
Help desk software that has more in-depth ticket tracking and notetaking features is always favorable. Help desk software that can store extensive information based on customers, products, recurring problems/solutions that can be accessed by any helpdesk employee in any part of the world would be a bonus. Occasionally there will be a problem that is so complex, that it takes a good amount of time to solve. If the solution to that problem can be shared, if it occurs again it can be dealt with quickly.

The size of your client base
More customers means more potential for problems, which means more callbacks. The more callbacks you have, the more difficult it is to follow up on them. Purchasing help desk software with extensive tracking features, including automated follow-ups, ensures that your customers are contacted when you promised them they would be.

Cost should also be a consideration, but not necessarily a deterrent. Sometimes a more expensive help desk program can save you money in the long run, sometimes it can be a rip off. Compare various help desk programs in cost and what you get back, and you will be able to better judge the overall value of a help desk program.

The best way to test software when faced with help desk planning, is to try a free demo if available. Consider Help Desk Software Central for your help desk planning solution, and try our free demo CD today.

If you would like to know about what else to consider when help desk planning, click here. If you would like to order a free demo CD from us, click here.

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EDS Chooses IssueTrak
Help Desk Software

For a VOIP infrastructure project involving 600 locations around the world, EDS needed a robust, Web-based issue tracking system. Their choice after looking at over 40 packages? IssueTrak. Read other case studies below...

Case Studies of companies currently benefitting from IssueTrak Help Desk Software

Incoming Email
Available Now!

In response to customer feedback, IssueTrak has developed a new add-on module that converts incoming emails into manageable issues in the IssueTrak database. (continues over)

The new email processing module from IssueTrak.