There’s two ways to get things done—the hard way or the easy way. The same holds true with help desk management. There are many micro to small businesses who do not have the resources to manage their help desk, and end up spending more time and effort doing the job manually—by tracking tickets via email, updating statuses on spreadsheets, walking over to the customer’s desk to resolve tickets, etc. This is a tedious and time-consuming process, highly ineffective, and causes delays & SLA lapses.
Streamlining the help desk process and employing automation to simplify tasks and provide end-user support is the other way—the smart way. If you know what tools to use, and how to get the best benefits from them, you can achieve help desk automation cost-effectively.
Here are a few things you should automate:
Ticketing management: from ticket creation, technician assignment, tracking, to resolution
Asset Management: scheduled asset discovery, association of assets to tickets, managing inventory (PO, warranty, parts, etc.)
Desktop Support: ability to connect to remote systems from the help desk ticket for accelerated support
Take a look at this Infographic from SolarWinds to understand the benefits of centralized and organized help desk management.
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