The IT help desk is the lifeblood of an organization. It assists co-workers and end-users in many critical ways, including troubleshooting, answering questions, solving known problems, and helping the organization maintain productivity. However, if you’re manually managing the IT help desk function for your business, the speed at which you’re able to resolve issues could suffer, leading to delayed ticket resolution and unhappy end-users.


In this blog, I’ll detail five challenges businesses face by manually managing the IT help desk (as illustrated in the infographic), and offer up an alternative solution that’s sure to help desk admins and technicians avoid a lot of unnecessary headaches.


The Trouble With a Manual Help Desk


  1. Routing Tickets – Manually managing the IT help desk can make it difficult to track the availability of technicians to respond to issues. In this case, accidentally doubling down on requests is far from unheard of. And without in-depth knowledge of each individual on your team, assigning tasks based on the criticality and technicality of issues is more of a shot in the dark. Regardless, both scenarios can delay the process of even responding to a ticket, much less meeting a resolution.

  2. Tracking Down the End-user - When relying on a manual system for running the IT help desk, tickets are addressed in-person, which wastes time tracking down the end-user to provide hands-on assistance. Clearly, time spent running around leaves less time for resolving issues.

  3. Tedious, Manual Support – Troubleshooting at the “scene of the crime” (i.e. the end-users’ workstation) can have its benefits, but it leaves end-users twiddling their thumbs while a support technician diagnoses and corrects an issue. Of course, that end-user has much better things to do with their time, including hitting the next deadline, or getting to a meeting, which simply compounds the issue.

  4. Manually Closing Tickets – Another aspect of manually managing the IT help desk involves closing support cases. Though seemingly painless, the process of updating a static spreadsheet somewhere and contacting the supported party to confirm satisfaction can be even more of a time suck for IT support admins than you realize.

  5. Results and Performance – We all know time is money. Therefore, the time it takes to resolve an issue, which can certainly be compounded by all the factors I’ve listed above, means time (and money) wasted because someone is left stranded by IT issues. Plus, when evaluating the performance of the IT help desk organization as a whole, let’s just say downtime is frowned upon.


Two Ways to Run an IT Help Desk


IT Help Desk technicians face challenges on a daily basis. Manually managing the entire help desk function does not have to be one of those challenges. Through the combined use of SolarWinds® Web Help Desk and DameWare® Remote Support, life for IT pros can be far simpler. Take a look at the infographic below to see a comparison of what it’s like to manage a web help desk operation manually versus the use of these two solutions.


A lot can be said about the benefits of enabling remote support capabilities within your help desk solution, especially when IT issues arise. Consider the combined use of these two SolarWinds solutions, if not for the end-users and co-workers you support, but for the productivity of your businesses as a whole.



2 Ways to Run a Help Desk


2 Ways to Run a Help Desk from SolarWinds