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Help desk software - Top questions to ask before you buy one Planning to buy a Help Desk Software? Read the following before you choose
one. A good Help Desk product can dramatically rise the productivity of the Help Desk Personnel (which in turn will rise the organisation's productivity as a whole). Users or customers should be able to submit their requests by mail, phone or through the web interface provided by the product. These requests gathered centrally can then be attended to by Support Reps or Help Desk personnel (who have already been automatically notified about the request). Adding memos/notes to the requests & viewing the history of Requests can help too. Buildable Knowledge Base (KB) Even before a complaint is registered, Users can be made to search a prebuilt KB which will result in time savings for the Help Desk Personnel. The Support Reps can also use the KB for finding a solution. Thus the KB can result in increasing the first call resolutions. The Support Reps and Users alike should be able to add on to, edit & delete from the existing KB. Having a private KB accesable only to the Help Desk staff will help in segregating certain solutions. IT Asset Managenment What is considered here as an organisation's IT Assets are typical hardware components like PCs, Printers, Scanners etc & Licensed Software like MS Office, Adobe Photoshop etc. The product should allow these IT assets to be well tracked & their records to be maintained - from their purchase till end-of-life. It should also allow easy software license tracking by which you will come to know of how which software is under or over utilized. This will contribute to a significant cost saving for the organisation.
Your IT department is constantly in need of spendable Hardware (floppies, CDs, printer ribbons, printers, PCs etc) and software. All these needs will be typically taken care by a separate Purchase Department. Seamless tracking between the two departments is an essentiality which will result in getting the required needs on schedule & their optimal use. Also, see whether the product you choose lets you mail the Purchase Orders to Vendors & track them too. Contracts (AMCs) Management Most hardware components in an IT organisation come under some Annual Maintenance Plan. The product you choose should allow you to create & maintain various AMCs with the various vendors. If the product reminds you days before a contract ends (say, through an auto-generated email), it will be an added advantage. Out-of-the-box The Help Desk product installation should go on like a breeze. Moreover, it should be put into operation with nil to minimum initial configuration & all the features should be inbuilt with no extra development effort. User friendly UI The product you are looking at should have a very user friendly client interface as it'll be used by all employees in your organisation. The UI should be simple & at the same time offer easy-to-use features. If the product is web enabled, it'll make things much more easier - any user can login from anywhere using just a browser. Pricing & Licensing Most Help Desk products in the market are prohibitively costly with many hidden costs associated with them. Coupled with this, the products' licensing models can be tedious to understand & implement. Make sure the product you choose offers affordable pricing with an easy licensing model.
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