Log in     Support     Status

The Complete Guide to IT Helpdesks

by | Feb 3, 2023

What is an IT Helpdesk?

An IT Helpdesk is a service provided by an organization or company where users can get help with technical issues related to their technology. The helpdesk can assist in troubleshooting computer hardware and software problems and advise on how to use various applications.

This is an image defining IT helpdesk.

In addition to helping with technical issues, the IT Helpdesk team can also be a valuable resource for setting up new systems and installations or performing regular maintenance tasks.

The team typically consists of experienced technicians, such as system administrators, who can provide support when needed. Their goal is to assist the user in resolving any technical issues quickly and effectively. The helpdesk can also work with users on an ongoing basis to ensure that their systems remain secure and up-to-date.

In a corporate setting, an IT Helpdesk may also be responsible for managing end-user accounts and providing access to internal networks. They can troubleshoot any software or hardware issue arising from networked computers, laptops, tablets, and other devices company employees use.

The 5 Different Types of IT Helpdesks

1. Automated Helpdesk

IT help desks rely on automated tools like AI and machine learning to respond quickly to user requests without human intervention.

2. Onsite Helpdesk

This type of helpdesk offers in-person support and typically serves a small business or organization.

3. Remote Helpdesk

As the name suggests, remote helpdesks are based online and use tools such as chat, email, and phone to provide remote support to users.

4. Self-Service Helpdesk

Self-service help desks allow users to seek out their solutions with customer service portals, FAQs, and knowledge bases.

5. Hybrid Helpdesk

A hybrid IT help desk combines elements of onsite, remote, and self-service models to provide comprehensive support.

Image showing the five types of IT helpdesks.

An automated helpdesk is ideal for businesses looking to provide fast and efficient customer service. Automated helpdesks are powered by AI and machine learning, making them more reliable than helpdesks that are 100% staffed by humans.

They can quickly identify user issues, suggest solutions, and even complete tasks without requiring manual intervention. Furthermore, automated helpdesks are available 24/7, meaning customers can get assistance anytime, day or night. Not only does this improve customer satisfaction, it also frees staff to focus on other important tasks instead of constantly responding to customer inquiries. An automated IT help desk is an invaluable tool for any business looking to stay competitive in today’s digital age.

3 Best Practices for Running an Effective IT automated Helpdesk

Image explaining best practices for an effective IT automated helpdesk.

1. Invest in the Right Technology 

Investing in the right technology and tools is the key to a successful automated IT helpdesk. Advanced AI-powered solutions allow organizations to automate processes, provide personalized customer service, and efficiently resolve user issues.

2. Monitor Performance & Implement Improvements

It’s essential to regularly review how your automated help desk is performing and identify areas for improvement by collecting user feedback and using analytics to measure the efficiency of your system. Regularly monitoring performance will ensure your automated help desk runs as smoothly as possible.

3. Utilize Knowledge Base Features

One of the most beneficial features of an automated help desk is its knowledge base feature which contains a library of answers to commonly asked questions. This allows users to get the information they need on time while reducing the workload on your team. Additionally, an easy-to-access knowledge base can help reduce customer service costs by minimizing inquiries requiring manual intervention.

An automated IT help desk is vital for any business looking to provide fast and efficient customer service. By investing in the right technology, businesses can ensure that their automated IT helpdesk runs efficiently and effectively and provide customers with excellent support at all times.

4 common challenges & solutions with IT helpdesks

Problem: Lack of Resources: One common challenge IT helpdesks face is a need for more resources. Many organizations need the staff or budget to provide the required level of customer service.
Solution: By investing in an automated IT helpdesk, businesses can reduce their workload and save money while providing timely and efficient support.

Problem: Inaccurate or Insufficient Resolution: IT helpdesks face another challenge: providing inaccurate or insufficient resolutions to customer inquiries.
Solution: By implementing AI-powered solutions, businesses can provide accurate and comprehensive support while reducing the time it takes to respond to queries.

ProblemDifficulty keeping up with new technology: IT helpdesks can find it challenging to keep up with the latest developments as technology continues to evolve.
Solution: Automation and AI make it easier for businesses to stay up-to-date and be more agile in responding to customer inquiries.

Problem: Poor User Experience: IT helpdesks frequently face this common problem. An interface with many users that’s difficult to navigate can create tech debt that piles up over the years,
Solution: By using AI-powered automated solutions, businesses can provide a better user experience by reducing response time and ensuring that customers quickly receive the correct answers to their questions. Additionally, automated helpdesks enable self-service features that allow customers to quickly find the information they need without contacting support staff.

Benefits of Having an IT Helpdesk

An IT helpdesk is essential for any business that wants to provide high-quality customer service and efficiently resolve user issues. An automated IT helpdesk offers a range of benefits, including improved customer experience, increased efficiency, and cost savings. Automated solutions enable businesses to save time and money by reducing manual labor and streamlining processes.

Image showing the steps to finding a good IT helpdesk.

5 Steps to Find a Good Quality IT Helpdesk

1. Research Automation and AI Solutions

It is essential to research different automation and AI solutions available on the market. Doing so will ensure you find the best solution for your business’s needs.

2. Evaluate Features and Functions

Carefully evaluate any potential IT helpdesk features and functions to see if they meet your requirements.

3. Test the System:

Once you’ve narrowed down your options, it is essential to test each system to ensure that it meets your expectations and provides a smooth user experience.

4. Check the Price Tag

Price is important when selecting an IT helpdesk for your business. Compare different solutions to ensure you get the best value for your money.

5. Read Reviews

Before making a final decision, read reviews from other businesses using the helpdesk. This will give you an insight into how it performs and whether or not it delivers on its promises.

IT helpdesks provide businesses with an automated way to resolve customer inquiries quickly and efficiently. Automation and AI make it possible to provide accurate and comprehensive support while reducing costs and saving time. To find the best IT helpdesk for your business, research automation and AI solutions, evaluate features and functions, test the system, check the price tag, and read reviews from other users. Doing so will ensure you find a high-quality solution that meets your requirements and helps to improve customer experience.

Image showing the comparison of an IT helpdesk and traditional helpdesk.

Ready to upgrade your IT helpdesk?

Capacity is the ideal IT helpdesk for businesses looking to improve customer experience and reduce costs. Capacity provides an extensive range of automation and AI solutions that make it easy for businesses to stay up-to-date with technology AND quickly respond to customer inquiries. With a deflection rate of over 90% and 24/7 customer support, Capacity crushes tickets before they ever even reach an agent, making it the perfect IT helpdesk solution for any business.

Get started for free today.

Practical AI: The Capacity for Good, Episode 10

Listen and Subscribe Here In this episode of Practical AI: The Capacity for Good, David Avrin, a Customer Experience Keynote Speaker and Consultant, joins James Diel to reveal the importance of customer retention and how it impacts a company's revenue. They highlight...

Practical AI: The Capacity for Good, Episode 9

Listen and Subscribe Here In this episode of Practical AI: The Capacity for Good, Adrian Swinscoe, an Aspirant Punk at Punk CX, joins James Diel to share his insights on how you can tap into your inner punk spirit to revolutionize your approach to customer experience,...

Practical AI: The Capacity for Good, Episode 8

Listen and Subscribe Here In this episode of Practical AI: The Capacity for Good, David Karandish, Founder and CEO of Capacity, joins James Diel to unveil how AI and automation revolutionize customer service, balancing customer experience and profitability in AI...