How to Choose the Right Help Desk for Your Small Business
By Joe the IT Guy
So, you’ve got a great group of IT support people working in your small-to-medium business (SMB) – they know their stuff, work hard, and often stay late to get the job done. But you still need more. Your business is growing, and technology plays a key part throughout – from customer engagement and support through to product/service delivery. And thus, you can’t afford for business operations to be adversely affected by any form of technical issue. Whether it be related to faulty equipment, application issues, security incidents, or something else.
So, what can you do (to provide adequate levels of IT support)?
How to Increase Your Business IT Support Capabilities
There are two main options available to your business:
Option 1: Add more people
This has probably been the route taken to date – as your business has grown, you’ve added in additional IT resource to cope with the increasing demand for new IT-enabled capabilities, the management of the existing hardware, software, and third-party services (e.g. cloud services), and the support of all this.
So, should you add an additional team member, or two (my CV is right here)? It would work but it’s not the most cost-effective solution to your growing pains.
Why? Firstly, there’s the cost of employing the additional person/people. And secondly, the larger the IT (support) team gets, the harder it is for them to work together efficiently. It’s the law of diminishing returns – people become less effective collectively as the team grows in size (plus, of course, you might need to add in an additional management or supervisory overhead).
Option 2: Invest in IT help desk software
As with anything in our work and personal lives – if we employ fit-for-purpose technology, our lives become easier and our personal capabilities are enhanced. The same is true for IT support, with this also extending beyond the individuals to teams (and their capabilities and performance).
Help desk software for small businesses can offer a wealth of benefits, ranging from improved personal productivity, through better team-working and productivity, to best-practice capabilities that save time and money while delivering better results. I’ll get to some of the “hows” (i.e. how the software helps) in a moment.
It’s also important to understand that help desk ticketing software use cases aren’t just limited to IT support. With savvy companies using their IT help desk software in non-IT scenarios. For instance, for dealing with human resources (HR) or facilities issues and requests. It’s also not unusual for such help desk ticketing software to play an externally-facing role too, effectively becoming the customer service software for small businesses.
So, what features should you look for in IT help desk software and why?
The Best Help Desk Features for Smaller Businesses
There are a variety of IT help desk software solutions on the market (I’ve tried a few) and their focus ranges from the smallest to the largest of companies. In meeting the requirements of different size organizations, the offered capabilities vary – but so does the complexity and the cost.
So, if you’re a smaller business that’s growing, and you want to improve your IT support capabilities, then there are a number of key features to seek out in help desk ticketing software, across five key areas:
The following 5 points also articulate the “hows” mentioned earlier.
1. The Technology
Most help desk ticketing software will come in two delivery models: on-premises and software-as-a-service (SaaS), with the latter often marketed as “cloud.”
More and more organizations, of all sizes (so not just smaller businesses), are now opting for the SaaS (or cloud) delivery model due to a number of benefits this offers over on-premises software. These include:
Beyond the delivery model, how the IT help desk software is designed is important too. For instance, different modules should ideally be on the same platform, use a single database, and have a consistent look and feel. This not only applies to core IT support capabilities, but also any other additional capabilities offered. For instance, remote control or IT asset management capabilities.
2. The Ease-of-Use
For IT help desk software, ease-of-use covers a number of things. Firstly, there’s the ease of set up – to match your business’ needs. Then there’s the needs of the IT support staff, who use it all day every day, and how easy it is for them to work within the help desk ticketing software. And finally, there’s the ease-of-use for end users as they seek and receive IT support via channels such as self-service – there’s more on this in my next point.
Ideally, the IT help desk software should be as easy to use as consumer-world products and services across all three of the above scenarios.
3. The Core Capabilities
Many of the core capabilities to seek in IT help desk software relate to industry best practice and the formalization of various IT support activities. Good examples include:
4. Additional Capabilities
While help desk ticketing software might only be needed for dealing with IT issues and requests for additional IT products and services, IT help desk software can include so much more than what has already been covered.
If your business only needs the core help desk capabilities, then please jump to point 5. However, if your growth rate means that you’re looking for more than ticketing, then please carry on with this point – with all of these additional capabilities offering extra benefits to your IT support operations. For example:
These additional capabilities will provide further benefits to your business that reduce downtown and costs while speeding up IT support activities through automation.
5. The IT Help Desk Software Supplier
While the previous four points have focused on the IT help desk software and what it can do, there’s also a need to understand how you’ll be treated as a customer of the software provider (and I love being treated as a customer). From the level, and quality, of support when things go wrong to how you are valued as their customer.
It’s ultimately important to understand the type of relationship that will evolve. For instance, will you have little contact except for support transactions and a periodical renewal conversation? Or will the supplier proactively help you to get greater value from your help desk ticketing software (especially as your business grows)? For example, assisting in extending the use of the IT help desk software to fulfill the need for customer service software.
So, this is why and how your business will benefit from IT help desk software and the capabilities it offers.
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You’ve got a great group of IT support people working in your small-to-medium business (SMB) – they know their stuff, work hard, and often stay late to get the job done. But you still need more. Your business is growing, and technology plays a key part throughout – from customer engagement and support through to product/service delivery. And thus, you can’t afford for business operations to be adversely affected by any form of technical issue. Whether it be related to faulty equipment, application issues, security incidents, or something else.
Add more people
Invest in IT help desk software