As IT managers and Help Desk directors know, configuring and maintaining a healthy help desk environment is not easy, it takes a great effort coupled with a good help desk software application. the first step in the process is identifying your needs, and the resources you have available to cover such need. for example, if you are setting up a help desk system for a small group of people, then an open source help desk application should suffice, but if you are implementing a help desk for a large group of people such a college or hospital, then you should invest on a more sophisticated help desk application.
features that a basic help desk software should include are:
1. reliability and flexibility. spending too much time on backups and maintenance is not acceptable
2. Easy to use for staff and users ” the software needs to be user friendly, and not too clutter so staff and users can find things very quickly.
3. it needs to provide various way to facilitate communication between users and staff ” email, web form and phone are some of the options.
4. Have a help desk ticket history ” the software needs to keep records of active tickets, completed, and new tickets. on a help desk system sometimes you need run reports from the past, to discover trends, and sometimes to justify new staff.
5. Have a good reporting feature ” you want to be able to run reports using many criteria, by locations, by technicians, time completion, categories, etc. this is very important to keep efficiency.
6. Keep an inventory of existing assigned equipment ” if you know what equipment your users are using is easier to troubleshoot it. thats why a good help desk software should have an inventory of all the equipment assigned to the supported users, and be able to retrieve that information quickly.
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Nowadays most help desk software applications provide these features, but to guaranty that you will get the best software to cover your needs, spend sometime demoing and reviewing as many applications as possible ” this will insure surprises in the future when it comes to scalability and expandability.
the steps on setting up a help desk system are as follow:
1. think about what you will need, and how much money can afford before implementing your help desk system. some of the things you need to think about before implementing your help system are, the amount of people you will need to support, the medium your users and technicians will use to communication? the geographical location or your users? then you will find out if you have the money enough to afford a commercial help desk application, or get an open source, or free one. the answers need to be clear for these questions before advancing to the next step.
2. think for the future. when choosing an application make sure is well supported, or in the case of open source, it hasnt been abandoned by its developer(s) . also if its open source make sure it has an active community. think about growth, you dont want a software to become obsolete or not compatible with new OSs.
3. Now that we arrive to this step is time to start the process of finding the right help desk application. dont do the mistake of many inexperience people that just type a keyword on a search engine like Google and make their decisions on the first few results that come up. slow down, thats why you planned. in the vast sea of help desk application available today, you will be amaze how much time and money you will be able to save by adopting the right software by doing the right research.
4. at last you need to plan the availability and reliability of the help desk system , allocate the right resources for the software. if the requirements recommend such and such, do such and such, and then more. you want your help desk system to be available as much as possible and be reliable as well. now how you are going to build the credibility and trust from users that is longed in many IT help desks.
If you want to review and demo hundreds of help desk software visit the help desk software directory to learn and rate hundreds of open source, and free help desk software.