Help Desk Program

Summary: Help desk program offerings come in all shapes and sizes. The perfect solution is available for your company – no matter how big or small of a help desk program you’re looking for.

At their most basic, help desk programs need to offer an interface of some kind for your customers and help you manage your trouble ticketing. Thinking beyond that, the programs can offer a robust solution for many of your needs. Many programs can offer integrated asset management and help you set up and administer a stout knowledge base.  This knowledge base is a real cost savings when it allows customers to find their own solutions – requiring less hands on time for your technicians, either in person, on the phone, answering emails or in remote chats.

A help desk software program can handle a lot of things. More than just helping you react to your customers needs. These software programs can offer a great deal of data and alerts to keep you on top of your IT situation.

Installation and support should certainly be a major factor in your help desk program software decision. No matter how basic the system, there are always minor problems. It’s funny to think about, but as a helpdesk administrator, it’s important to remember how much time you may have to spend on the phone with the help desk…while you’re installing or repairing your own. Amazing how often you need a help desk for the helpdesk.

Thinking about your customers, ease-of-use also needs to be high on the list of program priorities. You’ll find a variety of types of software when you’re looking for a free help desk program. The most efficient from a customer or stakeholder standpoint should be able to be accessed from any browser and be cross platform for mac or pc. Some may require users to download and install plug-ins.  Proper testing can tell whether that process will be incredibly easy, ineffective or impossible for your users.

Imagine you’re sitting at your desk in your cubicle in the marketing department of a top 500 company with strict policies on computer use. Over the noon hour you’re trying to get a few personal things taken care of while you eat your lunch. The cable is out at your apartment so you log on to the cable company’s web site to report the problem. The site requires you to download and install a plug-in. Right away, your computer alerts you about your lack of administrative rights. You’re stuck.

Helpdesk programs also come in a wide range of prices. Some packages can be downloaded, installed and operated at no cost for the initial license. Others companies offer a full range of support including software, hardware and software and 24/7 personnel – but at a price. Generally, these programs are billed as part of an overall support contract or on a per license basis.

A word of warning when looking for a helpdesk program on-line. Many programs are offered as little more than re-branded versions of low quality, open source programs. Certainly some of these may be of value, but you may also be at risk for a slick marketing wrapper hiding little more than glorified search tool.

The first step may be to reach out to your existing IT vendors to see if one offers a helpdesk program. If they offer a viable solution, using a company with an established track record could be the most efficient way to get your help desk program up and running.